Consumer complaint received 2024-04-09 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: NY

Complaint narrative:
As a Victorias Secret card holder since XX/XX/XXXX being of good standing for over a decade, I have lost trust in the company and its communications, especially with regards to what has led to multiple fees being charged monthly. While I sincerely want to close my account, I can not in good conscience and with these outstanding fees being assessed monthly, do so without any callbacks regarding my account ( which I was promised in my phone calls to customer service. 


To summarize what took place : I made a purchase totaling {$53.00} on XX/XX/XXXX. When making this purchase, I used the account look-up feature because the card I had in my possession was no longer valid. This presents an issue as well because despite having my address, I never received the updated credit cards sent to customers after my last active purchase cycle. I also had email alerts set to my account for all billing, with access to my former address ( XXXX XXXX XXXX XXXX, NY ). 


After this purchase I did not make any payments because I never received a billing statement, and it was not until XXXX when I did receive a statement, via email that I called to have the late fees removed. On that call I processed a payment of {$55.00} to ensure that the items I purchased were paid for. In that call I was credited two late fees ( {$70.00} + {$5.00} for Account XXXX and {$1.00} in finance fees ). What should have ended with that, continued because although the billing statement error was on the part of Comenity Bank, the only fees that could be waived were two at maximum. When I raised the concerns of never receiving a new card, the billing statement, and also simultaneously receiving promotions, discount mailers, and other promotional materials the customer service representative saw that I had not received communications and assured me they would escalate the issue with a call back from an account supervisor. I never received that call back. So I called back on XX/XX/XXXX speaking with XXXX who did his best to investigate and also trigger a call back. I never heard anything and called again on XX/XX/XXXX to no avail. With significant hold times, when I was supposed to be contacted is unacceptable as a financial institution charging me when they have not done their part to honor their commitment to customers. 


As a bank, Comenity is obligated and regulated by law to send me any and all statements. If any charges are accrued as a result of never getting said statements I should not be subject to additional fees for a purchase made months ago, that I paid for, and tried to bring current as the consumer. Furthermore, under Federal Code of Regulations Title 12, Chapter 2, Subchapter A, Part 226, Subchapter B, Open-End Credit 226.13 Billing Error resolution 27. : The creditor 's failure to mail or deliver a periodic statement to the consumer 's last known address if that address was received by the creditor, in writing, at least 20 days before the end of the billing cycle for which the statement was required. was not met and satisfied. 

It is unfortunate that I have to take more of my time despite already calling when I was supposed to and never received a call back ; to write and file this formal complaintespecially as a customer for 13.5 years.

Company response to consumer: Closed with explanation