Consumer complaint received 2026-04-23 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Bread Financial Holdings, Inc.
State: NV

Complaint narrative:
Subject : Unfair Late Fee Due to Time Zone Difference and Lack of Grace Periods I am writing to file a complaint against Comenity Capital Bank XXXX XXXX XXXX XXXX XXXX ) regarding their imposition of late fees based on XXXX XXXX XXXX ( EST ), despite the fact that I am located in the XXXX XXXX XXXX ( XXXX ). Additionally, I have been informed by a customer service representative that if a payment is even XXXX minute late, they will charge a {$41.00} late fee. This lack of a reasonable grace period and the rigidity of this practice are unreasonable and excessive. I have been repeatedly charged a {$41.00} late fee despite making my payments on time according to XXXX Time ( PT ). The cutoff time is based on XXXX XXXX XXXX ( XXXX ), which penalizes me for factors outside my control. A customer service representative informed me that the bank charges the full {$41.00} late fee if the payment is even XXXX minute late, although I do not know if this is an official policy. Regardless, this rigid approach, without a grace period, is unfair and excessive. Past Reversals and Ongoing Issues : While I appreciated that Comenity Capital Bank reversed late fees in XX/XX/2026 due to similar issues, the bank has continued to charge me these {$41.00} late fees on multiple occasions over the past several months. Despite the acknowledgment that my payment was timely in my local time zone, I continue to be penalized because of their policy. These charges have been a significant financial burden and feel outrageous given the circumstances. Request for XXXX : I am requesting that the {$41.00} late fees imposed in previous months be reversed, as they are the result of a policy that does not account for time zone differences and is unreasonable. Additionally, I urge Comenity Capital Bank to revise their late fee policy to include a reasonable grace period and a more customer-friendly approach that reflects the realities of different time zones. Relevant Details : My payment was made on time, based on XXXX XXXX. I was informed by a customer service representative that the bank charges a {$41.00} late fee if the payment is even XXXX minute late, although I am unsure if this is an official policy. The XXXX XXXX XXXX cutoff fails to account for time zone differences and imposes unjust penalties on customers in XXXX XXXX and other time zones. The fee imposed was {$41.00}, which is significant and disproportionate to the circumstances. XXXX XXXX : I would like all {$41.00} late fees from previous months to be reversed. While I acknowledge that on some months I paid my bill XXXX or XXXX days late, I believe the bank should offer a grace period and revise its policy to provide more reasonable terms for customers, especially those paying on time according to their local time zone. These fees are outrageous, and I believe this practice should be reviewed to ensure fair treatment for all customers, regardless of time zone. I appreciate your attention to this matter and look forward to a resolution.

Company response to consumer: Closed with monetary relief