Consumer complaint received 2023-01-13 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
On XXXX  I called Comenity to let them know that I was being financially affected by a severe downturn in the mortgage industry in which I work and asked about any relief programs they had to help me make by payments to them I was offered a long term workout program that would close my account, set the interest rate to XXXX and waive any late fees and interest charges for a 5 year period. My payment would my present balance on the card amortized over 60 months at an interest rate of 0 %. I have two accounts with Comenity - a Comenity XXXX and a XXXX XXXX account. I was told I had to enroll both accounts as their policy is if you enroll XXXX account, you must enroll all accounts with the bank I accepted and went through a telephone enrollment for both accounts. I paid a start up fee and was notified of a new reduced payment I would then need to make by the dues date every month Since enrolling in the program, I have paid the monthly payments I was told a few days before the due date every month. 

Around XXXX or XXXX I started to receive collection calls for the XXXX XXXX account. I also noticed that I was still being charged late fees and interest. When I spoke with representatives at Comenity 's XXXX XXXX division they told me that there was a system upgrade at XXXX XXXX that had erroneously failed to enroll some people into the hardship program but they would note the file to be investigated and resolved and I should continue to make the payments quoted by the long term workout department when I initially enrolled They informed me that the Comenity XXXX was unaffected and had been successfully enrolled and reiterated their policy of enrolling all accounts when one account was enrolled so the fact that the Comity XXXX had been enrolled was further evidence that the failure to enroll the XXXX XXXX account was simply an error on their part. They told me to wait 30 days for the account to be corrected before calling back in Since then I've called ComenityXXXX XXXX about once a month and spent probably XXXX hours on the phone with them. I've talked to at least a dozen front line employees and half dozen supervisors They all seem to be able to see the problem but are powerless to change anything. I'm always told they are sending it to their back office for investigation but nothing ever comes from it. Or I'm told they requested correction and to call back in a few days but when I do I'm on the phone for an hour explaining my problem to someone who tells we the same thing When I initially enrolled by balance on the XXXX XXXX card was {$2200.00}. I have not charges anything to the card. I was to receive credit for two months late fee of {$41.00} each for making 4 on time payments, which I have. I have made {$220.00} worth of payments since then. My balance should be ( XXXX - XXXX - XXXX ) {$1900.00}, yet the last statement received says I owe {$2400.00} - a difference attributed to the late fees and interest they have been charging my account in error To further add insult to injury, Comenity/XXXX XXXX has started to report my account past due to the credit bureaus. This has impacted my credit score and resulted in adverse action taken by other creditors as well as an increase in the amount I have to pay for my car and renters insurance I have made numerous calls, spent hours of my time speaking to Comenity/XXXX XXXX and have been unable to resolve this. Please help me to have this resolved

Company response to consumer: Closed with monetary relief