Consumer complaint received 2025-02-16 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: Bread Financial Holdings, Inc.
State: NC

Complaint narrative:
XXXX XXXX XXXX XXXX Comenity Bank XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX On XX/XX/XXXX, I made a purchase at XXXX via the Comenity Bank Credit Card . The purchase was under a 6 month interest free promotional plan. The payoff needed to occur prior to XX/XX/XXXX. I purposefully scheduled the monthly payments in accurate intervals and ensured the payoff was going to occur mid XXXX. 

When I received the first statement, I noticed that the company began assessing a {$2.00} statement fee. I called on XX/XX/XXXX to have the fee removed. I was told that the only way to remove the fee was by enrolling into online statements. I enrolled into online statements but proceeded to get charged for a statement fee. I called the company again on XX/XX/XXXX and was told that it could take a few billing cycles for the fee to stop. They refunded the second month 's fee as well. I subsequently stopped receiving the paper statements and did not see that the paper statement fees had continued for XXXX more months. 

Irrespective of this, I made sure to make the payoff payment well in advance of the promotion end date. As you can see from the attached statement transactions, I paid off {$1900.00} on XX/XX/XXXX. Out of abundance of caution I called the company on XX/XX/XXXX to confirm that the amount I paid is the payoff for the promotional purchase. The company represented confirmed that the payoff amount was correct. 

Subsequently, when I checked by statement on XX/XX/XXXX, I saw that the company had assessed full interest on the XX/XX/XXXX promotional purchase in the amount of {$1100.00} and there were XXXX charges of {$2.00} for statement fees. 

I immediately contacted the company on XX/XX/XXXX and was told that the promotional balance was not paid off and was short in the amount of {$5.00}, the amount of the statement fees and therefore, it was within their rights to charge the interest. I argued that the company erroneously and in a predatory fashion continued to charge the statement fees and that their company representative misled in her confirmation that no interest would be charged. The company representative noted that there was nothing she could do to assist. 

I then called the company again on XX/XX/XXXX and requested to escalate the matter to a manager and to the compliance team 's attention. I spoke with XXXX XXXX XXXX who stated that I was absolutely correct and that even if the statement fees were assessed and not refunded, those should've been part of the revolver and not added to the promotional purchase. She said that she would try everything she can to correct this error as she believed this to be an unjust situation as well. She requested my cell phone number and said that she will personally call me back after she speaks with her manager.

She returned my call within a few hours saying that her manager too could see what had happened but due to compliance reason could not approve a correction and removal of the interest. When I noted that not correcting is in fact a compliance issue, XXXX XXXX XXXX said that if they fix my account, they would have to do it for others. 

I would like for this predatory lending practice to be reviewed and report that I have been taken advantage of as a consumer by Comenity Bank. I have followed all procedures as described to me and intended not to pay interest and fees. I believe Comenity Bank has purposefully manipulated the account with not stopping the statement fees and then made false attempts in trying to rectify the situation. 

I have been left with no choice but to report this matter to the XXXX XXXX XXXX XXXX and if not resolved, will continue to escalate this predatory action to the States Attorney General for investigation. 

Thank you for your assistance in this matter.

Company response to consumer: Closed with monetary relief