Consumer complaint received 2025-05-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: TX

Complaint narrative:
I opened an XXXX XXXX with Comenity Bank. Upon receiving my first statement, I attempted to register for an online account to pay the balance. However, Comenity 's online platform pulled in a previously closed XXXX XXXX account with a {$0.00} balance, despite my using the new account number. As a result, I was unable to access or pay the correct account online. 

To avoid missing the due date, I immediately submitted a payment through my bank 's bill-pay system for the full balance of {$90.00}. My bank records show the payment was sent on XX/XX/year>, delivered on XX/XX/year>, and cleared on XX/XX/year>. The payment due date was XX/XX/year>, meaning the payment was both sent and received prior to the deadline. 

I did not receive any further statements from Comenity, but on XX/XX/year>, I received a call from their collections department attempting to collect a {$65.00} balance. I was confused, as I had paid the original balance in full and on time. The representative was evasive and only revealedafter repeated questioningthat the balance consisted of two late fees and interest charges.

I informed her that I had paid in full prior to the due date and would not be paying any late fees. She offered to waive {$15.00} if I paid the remainder immediately, which I declined. I then spoke to a supervisor, who said nothing further could be done, citing their policy that payments must be processed, not just received, by the due date. She advised me to submit a billing dispute by mail. 

That same day ( XX/XX/year> ), I submitted a billing dispute, including screenshots showing Comenitys online platform incorrectly displaying a {$0.00} balance for the wrong account and confirmation from my bank showing that payment was received by XX/XX/year>. 

Since then, I have received multiple collection calls. On XX/XX/year>, I received two calls. During the second, the representative had not reviewed the account notes, and I was forced to re-explain everything. She then offered to waive an additional {$15.00} ( bringing the total to {$30.00} ) if I paid the remaining balance over the phone. Again, I declined, reiterated that the balance had been paid, and said I was following the dispute process. 

Despite this, I received another call the next day on XX/XX/year>, during which the representative again refused to acknowledge the account history, insisted I repeat myself, and then threatened additional late fees if I did not make a payment before XX/XX/year>. 

At this point, I believe Comenity Bank is acting in bad faith. They have failed to provide a functional platform for online payments, improperly charged late fees, ignored the evidence I submitted, and disregarded their own billing dispute process. Furthermore, I am experiencing persistent and unwanted contact from their collections department, which I consider to be harassment. The frequency, tone, and tactics of their communication have been excessive, aggressive, and inappropriate.

Company response to consumer: Closed with monetary relief