Consumer complaint received 2025-07-18 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: MD

Complaint narrative:
I am writing to formally file a complaint against Comenity Bank regarding serious issues related to my Victorias Secret credit card account. 
I have held this account since XX/XX/XXXX, making it my oldest line of creditnearly nine years. Although I no longer shop at Victorias Secret and have not used the card since XXXX, I have kept the account open due to its impact on my credit history. 
In XX/XX/XXXX, I received a call from a Comenity Bank representative regarding a payment. During this call, I set up automatic payments ( XXXX ) and canceled the Account Assure insurance program. I was told my account would now be on Electronic Funds Transfer ( EFT ) for monthly payments.

However, Comenity Bank failed to initiate the promised XXXX service. Under the assumption that payments would be withdrawn automatically, I did not make manual payments. As a result, I incurred a late fee in XX/XX/XXXX. When I contacted customer service to explain the situation, I was offered only a {$15.00} courtesy credit, which does not reflect the broader issue. 
Over the next several months, I continued to accrue late fees and interest. I spoke with multiple representatives, who confirmed that I had enrolled in XXXX, but could not explain why it was not active. As of today, my account still shows no active XXXX, despite repeated confirmation that it had been set up. 
This has caused significant financial harm, including multiple late fees, accrued interest, and potential credit impact. I have repeatedly requested a full reimbursement of these charges, but have only been offered minimal compensation. 
I currently hold three other Comenity Bank credit accounts ( XXXX, XXXX, and XXXX ), all of which are enrolled in XXXX without issue. This demonstrates that the problem is isolated to this account and was caused by a failure in Comenity Banks systems or processes.

The following violations have occurred : Electronic Fund Transfer Act ( EFTA ) violation : Failure to process authorized AutoPay transactions. 
Failure to notify me of payment failures, as required. 
Failure to correct known errors and refusal to properly acknowledge or investigate my disputes. 
Unfair and deceptive acts or practices ( UDAP ) : I received confirmation that XXXX was active, yet no payments were processed for months. 
Potential retaliation for canceling insurance and ceasing to use the credit card, which is unlawful and unethical. 
These actions also constitute violations of : Section 5 of the Federal Trade Commission Act ( FTC Act ) Title X of the Dodd-Frank Wall Street Reform and Consumer Protection Act ( Consumer Financial Protection Act ) Breach of contract, negligent misrepresentation, unjust enrichment, and unauthorized billing. 
I am requesting : Full reimbursement of all late fees assessed since XX/XX/XXXX Refund of all interest charged due to Comenity Banks failure to initiate XXXX  A formal investigation into Comenity Banks practices regarding XXXX  setup and follow-through Written confirmation that this issue has been resolved and will not impact my credit standing This experience has been stressful and financially damaging. I trusted the banks representatives and systems, and that trust has been broken. I hope the CFPB and FTC will take immediate action to ensure fair and lawful treatment of consumers in situations like mine.

Company response to consumer: Closed with explanation