Consumer complaint received 2024-11-08 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: KS

Complaint narrative:
I had made a purchase for {$9000.00} on my Zales ( Comenity credit card ) It was done with 18 months no interest. I had submitted my last payment to pay off my 18 months no interest in the amount of {$330.00} on XX/XX/XXXX. We have been trying to rectify an issue with our account and payments being pulled out too soon for other bills. When the payment came out it was sent back as insufficient funds. It was sent back through on the XXXX and paid. I had received my bill and was assessed {$2700.00} in interest. I called XXXX to be told dispute it, but everything had to go through their online messaging center. I was told to submit a letter explaining what had happened on there as well. I did just as it was recommended. I then received a message that they were looking into the dispute. I had no knowledge of how the dispute worked. I asked how long it would take and was informed 90 days. I was told I would be notified by mail when the dispute was completed. In the same message it stated I would not be responsible for the charges until the dispute was completed. I waited and never received a letter or notification until I received my bill for XXXX. It had assessed interest on the {$2700.00} of {$66.00}. I called on XX/XX/XXXX2024 only to be told that I would have to send a message through the online system again asking about the interest. I sent a message on XX/XX/XXXX2024. I had not heard anything back as of XX/XX/XXXX2024 so I called Comenity. During the conversation I was told that the dispute was completed on XX/XX/XXXX/2024 and a letter referencing the outcome was mailed to us. We never received the letter hence why we stayed in communication with the company. During the call we were told parts of what the letter stated in such that we had to provide a letter from the bank. After trying to plead that the payment was paid 4 days later and could they please help us. I was implied I was a liar by the " XXXX XXXX XXXX '' as I should have the letter. She made me feel as I was a dishonest person. I explained it was a {$330.00} payment compared to {$2700.00} and that is a big difference. She just repeated there is nothing she could do. I explained we had just paid off a {$9000.00} and have spent in the upwards of {$50000.00} over the past years and have been faithful customers of Zales. She just said it is unfortunate and closed the card. We then tried to call corporate Zales only to be told that they have no control over their own credit card that Comenity does but would pass on the information. We spent over XXXX hours on XX/XX/XXXX/24 trying to speak with a. XXXX or upper management only to be told that the dispute had been closed on XX/XX/XXXX24 and the letter had been mailed out. We would continuously ask to speak with a XXXX and refused to be allowed. We were continuously forwarded to " XXXX XXXX XXXX. '' We had a young lady that was difficult to understand and the shared that she got upset and informed us yes you can. We again were transferred to a gentleman who was rude and would talk down to us. When asked if he could help us find a solution he explained that we could just pay the minimum payment of {$100.00}. He shared with us that we needed a letter from our bank according to the dispute letter. I explained the bank will not do that as it is confidential information. He said to just print off my bank statement and send it in. I explained that I do not feel that is safe as it has all my information. He continued to be rude and condescending when asked questions. I asked to speak to a XXXX, and he explained they do not talk on the phone. I asked what if you have a question and he informed me he never has questions. He just was argumentative making us feel as we are beneath him. We then finally asked to just get someone else on the phone. The young lady shared that they are not allowed to adjust the interest and that they are strict on their policy of deferred interest. I explained I could see it if it was weeks late, but it was 4 days. In turn the {$330.00} turned into {$2700.00} that I can not pay. We were excited that we paid our card off. I said it is as if we are being punished. I inquired as to why they said they sent a letter, and we have yet to receive it, and the company is not held accountable for the interest we have been charged but yet I was 4 days late and not informed of any information unless I called, and I am charged {$2700.00}. She just kept saying we could take a hardship and pay it with interest for 60 months or pay it off. Other than that, there was nothing they would do to help us. I am asking for help to understand how it is possible this company can charge an overabundance amount when it was paid off. I could even understand {$200.00} but {$2700.00} is a bit excessive to reference a {$330.00} payment. We are asking for help to get this rectified as all avenues have been exhausted with the company. We have yet to see the dispute letter and in asking to have it emailed we were told they can not do that. If you could please aid in this as I am sure other consumers are experiencing this through this company. In charging people an outrageous amount in these trying times seems like highway robbery. I appreciate any help you can offer.

Company response to consumer: Closed with explanation