Consumer complaint received 2025-05-08 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: IL

Complaint narrative:
I am writing to formally file a complaint regarding the extremely poor and misleading customer service I have experienced with my XXXX credit card account. I opened this account on XX/XX/XXXX, and made a single purchase of $ XXXX only time I have ever used the card. Since that date, I have made multiple attempts to close the account, only to be met with misinformation, inconsistent billing practices, and a lack of transparency that has resulted in unjust charges and damage to my credit. 

Despite paying what I was told was my full balance, I was later charged a late fee I had not been made aware of, and interest continued to accrue on a balance I believed had been paid in full. I was never informed that interest is applied on the XXXX of each month, while billing occurs on the 1stmaking it impossible to know you owe additional funds unless you constantly monitor the account beyond the billing cycle. When that small amount of interest went unpaid ( through no fault of my own ), I was charged a {$40.00} late fee, further inflating the balance. 

At XXXX point, I attempted to make a payment using a members-only credit card that offers enhanced fraud protection. The representative assured me the payment was successfulonly for me to discover later that it had declined, and my balance had increased again, even though I believed the account was closed. 

After months of frustration, on XX/XX/XXXX, a representative acknowledged the unfairness of the charges and immediately waived 70 % of my balance. I paid {$43.00} in good faith, believing this would finally resolve the issue and close the account for good. I confirmed a {$0.00} balance both digitally and with a representative by phone on XX/XX/XXXX. 

Yet, as of XX/XX/XXXX, I discovered an outstanding balance of {$73.00} online and {$76.00} according to a phone representative. On my XXXX account, I see a transaction marked Reversal, which I have attached to this case. I was told I received a {$130.00} credit, but this was simply a reversal of the fraudulent late fees previously imposed. Despite all of this, I still appear to owe money on a card I have not used since the initial {$40.00} purchase and that I have been actively trying to close for over half a year. 

To make matters worse, my requests for full account documentation, call transcripts, and written confirmation of all charges and reversals have been ignored. Not only has this experience been time-consuming and frustrating, but it has also had a negative impact on my credit score, despite my best efforts to resolve the matter. 

Furthermore, I find it alarming and unsafe that XXXX includes the entire credit card number in pixelated font on printed billing statements, which is a clear breach of security best practices. This, along with a default {$3600.00} credit limit, makes your customers unnecessarily vulnerable. 

I am deeply disappointed by the deceptive practices and complete lack of accountability demonstrated by both Comenity and XXXX. I will no longer be shopping at XXXX and am seeking immediate resolution to this matter, including : - Full closure of the account - Written confirmation that my balance is {$0.00} - Removal of any negative impact on my credit report - A full record of all charges, reversals, and phone call transcripts - An investigation into Comenity 's billing and communication practices Please address this issue promptly and professionally. I am prepared to escalate this complaint and relevant credit reporting agencies if a resolution is not provided.

Company response to consumer: Closed with monetary relief