Consumer complaint received 2025-08-18 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:
b'Complaint to Consumer Financial Protection Bureau (CFPB)\n\nTo Whom It May Concern,\n\nI am filing this formal complaint against Community Zales regarding a finance charge of $XXXX  assessed to my account under unfair and unreasonable circumstances.\n\nThis charge resulted from a $XXXX balance following a XXXX-month promotional interest-free financing period. I made consistent and timely payments of $XXXX and unknowingly short paid the full promotional balance by pennies. The small remaining balance appears to have been caused by my rounding discrepancy which left this minimal balance at pay off.\n\nAs I was enrolled in paperless billing, I did not receive clear notification of the remaining balance. Their statements were routed to a junk folder, and no phone or other direct contact was attempted prior to the imposition of the full finance charge.\n\nI disputed this directly with Comenity twice and on XXXX XXXX XXXX, Community Bank issued a canned response acknowledging receipt of my complaint and then, on the same day, issued a separate canned response stating the matter was closed. There was no indication of a genuine investigation or response to the substance of my dispute. This suggests noncompliance with the CARD Act and the Fair Credit Billing Act.\n\nI am requesting the CFPB investigate this matter and require the creditor to remove the finance charge and update my account accordingly.\n\nSincerely,  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXMY ORIGINAL LETTER TO THEM:\XXXX XXXX XXXX XXXX XXXX NC XXXX XXXXComenity Capital Bank - ZalesXXXX XXXX XXXX, OH XXXXSubject: Dispute of Finance Charges  Account XXXX XXXX XXXX XXXXDear Comenity Customer Service,\n\nIm writing to formally dispute a finance charge of $XXXX applied to my account, which I believe was assessed unfairly.\nThis charge was triggered by an unnoticed balance of just $XXXX following a promotional purchase under your XXXX-month interest-free financing program. I made consistent, timely payments of$XXXX and believed I had paid the balance in full within the promotional period.\n \nAs a paperless customer, I did not receive a physical statement, and it turns out the statement reflecting the $XXXX balance was filtered into my email junk folder. As a result, I never saw it and had no knowledge of the small remaining balance. I only became aware of the finance charges when a representative from your company called me  by which point, the full $XXXX had already been applied.\n\nWhile I understand the importance of honoring financing terms, I respectfully assert that charging over $XXXX  in interest due to a XXXX  balance is disproportionate and not in good faith. I request a full review of this charge and a reversal based on reasonableness and customer fairness.\n\nIve enjoyed my experience with your company up to this point and was considering becoming a long-term customer, potentially spending thousands over the years. However, this situation is deeply disappointing and could strongly impact that decision. I also believe others would benefit from being aware of such an experience, should I need to share it publicly.\n\nAs a consumer, I also want to point out that under the Credit Card Accountability Responsibility and Disclosure (CARD) Act of XXXX, lenders are required to apply fair billing practices. While this charge may not technically violate the law, the spirit of that law is to prevent consumers from being punished by excessive or hidden fees  which this situation arguably reflects.\n\nI trust your team will recognize the opportunity here to make this right and demonstrate good faith with a loyal customer.\n\nThank you for your time and consideration. I look forward to your response.\nSincerely,XXXX XXXX XXXX

Company response to consumer: Closed with explanation