Consumer complaint received 2026-06-09 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: Bread Financial Holdings, Inc.
State: MD

Complaint narrative:
TL/DR : Applied under a 0 % for 12 months promotion, account was set up as standard revolving credit in error, front-line customer service refuses to audit the promotional parameters active on the date of purchase. On XXXX XXXX, 2026, I purchased a XXXX XXXX totaling {$2300.00} and applied for a XXXX XXXX Credit Account specifically because of the heavily advertised checkout promotion : 0 % interest if paid in full within 12 months. This purchase well exceeded the minimum financial threshold required by Comenity Capital Bank/XXXX XXXX XXXX that specific promotional financing tier. The account was opened and the transaction processed on the exact day this promotion was live on XXXX. However, due to an apparent back-end system or integration error between XXXX 's checkout platform and Comenity Capital Bank XXXX credit routing, the promotional code failed to attach to my profile. Frontline customer service agents have stated they can not manually add a promotion after the fact, missing the core issue : I am not requesting a retroactive favor, I am requesting a correction of a systemic technical error that occurred during my initial application and purchase. Comenity Capital Bank Customer Service representatives have claimed that there is no promotion connected to my account, and a supervisor I spoke to even claimed that I did not make the purchase under any promotion. However, the " Welcome to XXXX XXXX '' email I received after my application notes that any promotion for which I qualified would be automatically applied to my purchase. The qualification terms were that I make a purchase over {$790.00}, which I clearly did. The system at the time even tried to upsell me to a longer term loan for a purchase over {$5000.00}, which I did not need. I have attached screenshots from https : //www.dell.com/en-us/lp/dell-financing-details ( taken today ) which is literally the same promotion that was active at the time of my purchase. Every Comenity Capital Bank customer service representative I have spoken to tells me that they can not do anything for me, that they merely service the loan account and do not handle promotions, and that I need to contact XXXX directly. They provided several phone numbers to reach XXXX customer service ( e.g. XXXX and XXXX ) However, each phone number goes directly to XXXX 's general phone tree. I have called these numbers several times, navigating different branches of the phone tree, and when I indicate I need to discuss a XXXX Pay issue or even just provide my XXXX Purchase ID to the AI phone tree, it simply states that all XXXX Pay accounts are serviced by Comenity Bank and to contact them, then hangs up on me. I have also tried using the Contact Us messaging system on the XXXX XXXX website, which also apparently directs to Comenity Capital Bank. I have attached the conversation thread to this complaint. I am requesting that Comenity Capital Bank and/or XXXX audit the active promotional parameters running on XXXX for XXXX purchase amounts on XXXX XXXX, 2026, correct my account to reflect the XXXX 0 % deferred interest structure, and credit back all standard interest charges applied to date.

Company response to consumer: Closed with monetary relief