Consumer complaint received 2026-06-10 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: Bread Financial Holdings, Inc.
State: VA

Complaint narrative:
I am filing an updated complaint regarding my XXXX XXXX / Comenity Capital Bank store credit account. I opened this account under a deferred-interest promotion. Based on how the promotion was presented, I reasonably understood that making timely payments would prevent a large retroactive interest charge. However, in XX/XX/XXXX, approximately {$900.00} in deferred interest was added to the account all at once. A major part of the problem is that the deferred-interest risk was not clearly explained in a meaningful way. When I went to XXXX, I was directed to XXXXmenity because Comenity handles the credit account. When I went to Comenity, they treated the issue as a narrow billing dispute and repeatedly sent boilerplate responses saying the balance was correct. No one clearly explained the most important practical consequence : that if the promotional balance was not paid in full by the exact expiration date, a large retroactive interest charge would be added all at once. Comenity previously responded to my CFPB complaints in XXXX, XXXX, and XX/XX/XXXX by saying the balance was accurate, its position was unchanged, and no adjustment would be made. Those responses did not resolve the issue. Since then, I have continued making payments in good faith and have paid approximately {$2400.00} total, but the balance remains high and unclear. I requested a clear itemized explanation of the balance, including principal, deferred interest, regular interest, fees, payments, and how the {$900.00} deferred-interest charge was calculated. I also asked Comenity at least twice to send me the card or provide the card/account information needed to properly access the account online. They have not done so. As a result, I am being expected to keep paying an account that I can not properly log into, verify, review, or manage. I can not clearly confirm the current balance, payment allocation, interest, fees, or payoff amount. I mailed Comenity a formal written demand letter on XX/XX/XXXX. In that letter, I offered reasonable resolutions : either reverse the {$900.00} deferred interest, apply my payments toward principal, and stop further interest, or accept a {$300.00} lump-sum settlement as full and final satisfaction of the account. Comenity responded by letter dated XX/XX/XXXX, stating only that the balance is correct and that the dispute is outside the XXXX billing dispute window. This response does not address my settlement proposal, my good-faith payment history, the fairness of the deferred-interest charge, my request for a detailed accounting, or Comenitys failure to provide the card/account access information I requested. At this point, Comenity has repeatedly avoided addressing the substance of the dispute. I believe it is unfair and deceptive to continue demanding payment while failing to provide clear account access, a detailed accounting, and a meaningful response to my settlement proposal. If this can not be resolved through CFPB, I am considering pursuing my claims in small claims court.

Company response to consumer: Closed with explanation