Consumer complaint received 2020-10-20 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: Bread Financial Holdings, Inc.
State: TX

Complaint narrative:
Dear Consumer Finance Protection, I hope you guys are having a blessed week as for me I'm Going through a Nightmare with a terrible credit card company called comenity bank who I borrowed from to make a down-payment on my XXXX XXXX XXXX happy as can be, or at least thought so. About a month or Two later in I get a call saying we are looking for our money you owe us but I thought it was some kind of scam ( like the car insurance calls you get after you buy a car ) but the next week I started getting calls all day long. I Called the XXXX dealership to verify if this comenity bank was real and was told by my dealer to ignore them its a scam. Well they called even more as if they wanted to scare and bully me around so I called an attorney. He said they might not be scammers to give them a call to find out more. Turns out I owed them because the dealership had taken out a credit card for XXXX as the down payment which I did not realize that and didn't receive any bill as they were mailing them to the wrong address. After a handful of trying they finally got the address correct but refused to send the credit card till pay off current balance which of course I always pay off all bills that owe. I followed through and started making my monthly payments with them while they demanded that the paymentis are set to automatically draft from my account when they feel like it. While they still kept slamming hard on hitting my credit score bringing it down as well adding negative comments to my credit accouts, months later due to current circumstances and the stop of job due to coronavirus I called and asked what they could due to help and they confirmed could skip payments. Yet still force pulling money from my empty bank account and adding multiple invalid late payments to my account. Next they lowered my total credit card limit down XXXX dollars impacting my credit even harder. During the next 3 months I finally get a job at the XXXX  and continue to faithfully make payments bringing my balance ( as I called to confirm ) to around XXXX which shows on the statements received in my XXXX XXXX XXXX I called to make a payment about XXXX and noticed the bill was not matching the correct payment amount and was told would need to pay about XXXX or so more and when said ok I can do that to not occur anymore interest charges but the lady already ran my card and said would need to transfer me to collections. When I spoke to collections the guy spoke to seemed really shady and was acting completely strange as if he hardly new anything about my account and did not want to take my payment until I requested a manager. After telling him I got a job now and would like to pay this off by next 2 weeks he said " o really " in a suspicious manner kind of comment. I Then waited a week to find out the next bill statement suddenly went up to over XXXX dollars with the new balance showing near XXXX dollars. When I called and asked for manager they put on the phone XXXX XXXX Because refused to give his last name. When I explained the whole situation to him was told that would submit the complaint and oh it looks like there were some interest charges and a promo that ended which says on the bill ( Note : bill does not list any of the dates or months to show what any of the charges are for, only a lump sum ) and he said oh it looks like there were two charge I can take off that were mistakes. I will send you the update just call us back next week by Wednesday should be enough time to update this. Then he said would let another person know about this but you will still have to pay all these charges. 

but will send this up to see what can do. I checked back a few days after was told here let me give you a few credits for your trouble and we will put this under the coronavirus case and the lady ( supervisor ) said to check back and your new balance should go down to XXXX ( which still does not resolve the issue even so called to check balance like told two days later nothing been changed nor credited, even was told it went to fees on the account ). The Next days I tried calling XXXX 's direct extension given to me. I was told he is not there and nothing has been done with my case to call ( just keep calling ) back. 
Update : Dear XXXX, I have a quick update for the case. Just noticed even though the billing statement reflects different, I was told last month when called to check the balance that the next due date would be 2020 XX/XX/XXXX for the about of {$75.00}. I called on the XXXX of XXXX to make a payment which now am being told is late as well it went from {$75.00} to {$90.00} to my surprise and think it's because of the increased several hundreds of dollars on the bill is reflects the higher monthly amount. I checked to see if could remove any late fees and lady said we gave you plenty of free credits your getting no more ( Amount on bill shows none given ) remember you said still try to keep current, I asked lady if could pay tomorrow ( XXXX ) She said yes will put a note in my system. I called next day and strangely a lady who answered the phone did not know where or who she is working for. I asked who is this and she hung up. I called back and another lady answered at the same time I got a another call. I asked if she could hold for a second because I am getting another inconing call and she hung up right away. I called Friday XXXX the XXXX at XXXX XXXX  was put on hold for four hours ( can send proof, I took screen capture ) then lady answers and was able to make the {$90.00} payment to keep account current. Thats the status update. I also still keeping count current and am still faithfully making my monthly payments and they still keep trying to drag the complaint out further now there response to state of Delaware and me was the complaint email words are to small. In return to the letter they mailed out to me ( and they cc 'd State of Delaware ) I did the same and printed larger ( normal ) font and mailed letter to Both parties involved over this billing dispute.

Company response to consumer: Closed with non-monetary relief