Consumer complaint received 2025-01-22 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
On XXXX XXXX, XXXX, I had a payment due on my XXXX  master card. I forgot to pay but when I received a text message about an overdue payment, I immediately went on line and tried to create an account for comenity/XXXX  mastercard but was unable to do so. I ended up paying my account in full on XXXX XXXX When I talked to a representative about the difference between the amount showing on my bill and the amount in the voice system, I was told a {$30.00} late fee had been applied to my account. I requested for that fee to be waived as I had paid my account in full. I was told I was not " eligible '' for the full amount to be waived, but the representative advised she would remove {$15.00} and I would need to go back in and pay the additional {$15.00}. I went back to the Comenity website to pay, still unable to create an account and submitted the {$15.00} payment. Having not received any additional statements from the company ( paper mail as this is what I opted for ), I believed my account was in order. On XXXX, XX/XX/XXXX, I received a second text message ( not sure the date of the first message as I deleted it ) claiming to be Comenity and to call. However, the number provided was not the same as the customer service number and the text message referenced CA Lic NO XXXX which I had no idea what this was, so I believed this to be spam. The next day, I called Comenity and discovered I had a {$61.00} balance on my account even though I had not made any purchases. I spoke to a representative who advised these were late fees being charged. I explained I had paid my XXXX statement in full and had gone on the website to pay the extra {$15.00}. Believing I had done so, I didn't give it any more thought. I have not receive any additional statements from the company and have no reason to believe I owed anything. The representative refused to remove the late fees even though I advised I had not received any statements and was not able to create an on-line account for some reason. I asked to be transferred to a supervisor. I spoke to XXXX and explained the issue all over again only to be told I was not " eligible '' for any fees to be waived. I asked why I was not " eligible '' and was not provided with a response. She then told me I should have been checking the website to see if I owed anything when I didn't receive a bill. However, considering I thought I had already paid the bill, this is ludicrous. Being exasperated over the situation, I asked for my credit card account to be closed which the representative ignored. She then advised she would waive the addition {$30.00} charge, BUT if I cancel my account, this credit would be reversed. I asked again to cancel my card, and the request was ignored. I then asked to speak to her supervisor as I felt as a consumer I have the right to cancel my credit card anytime I want to and she was telling me her actions were only based on my keeping my credit card? She agreed to transfer me to a supervisor and I was conveniently disconnected during that call. I have paid the {$61.00} although it makes no sense how, if your late fee is {$30.00}, why I'm being charged the extra {$1.00}? At this point I just want to cancel my credit card and wash my hands of Comenity bank forever.

Company response to consumer: Closed with non-monetary relief