Consumer complaint received 2026-06-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Unexpected increase in interest rate
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
Complaint Against Comenity Capital Bank XXXX XXXX XXXX, Autopay Issues, XXXX Refusal XXXX Provide Assistance I am submitting this complaint regarding my account with Comenity Capital Bank XXXX the handling of a XXXX promotional financing balance. In XX/XX/XXXX, I financed approximately {$8500.00} through a promotional financing program offered in connection with a jewelry purchase. At the time of purchase, I was prepared XXXX pay for the purchase outright in cash. However, I was encouraged XXXX use the promotional financing program XXXX was led XXXX believe it would be a beneficial option. XXXX ensure that the promotional balance would be paid before the expiration date, I set up automatic payments with the intention of paying off the balance during the promotional period. I relied on this payment arrangement because my goal from the beginning was XXXX satisfy the balance before any deferred interest could be charged. At some point during the promotional period, the automatic payment amount was changed. As a result, the payments being made were no longer sufficient XXXX pay off the promotional balance before the expiration date. I did not intentionally reduce the payment amount, nor was it my intention XXXX carry a balance beyond the promotional period. Had I known the balance would not be paid in full before the expiration date, I would have taken immediate action XXXX increase my payments or pay off the remaining balance. When the promotional period expired in XX/XX/XXXX, Comenity Capital Bank assessed approximately {$5100.00} in deferred interest, causing my balance XXXX increase dramatically. Prior XXXX the expiration of the promotion, the remaining balance was approximately {$3700.00}. After the deferred interest was added, my balance increased XXXX approximately {$8700.00}. I feel that I was misled regarding the risks associated with this financing arrangement. I was encouraged XXXX finance the purchase rather than pay cash, I established automatic payments specifically XXXX avoid this outcome, XXXX I reasonably believed that my payment plan would allow the balance XXXX be satisfied before the promotional period expired. Instead, I was left with a substantial retroactive interest charge that exceeded {$5000.00}. Since receiving notice of the deferred interest charge, I have contacted Comenity Capital Bank on at least XXXX separate occasions seeking assistance. During those calls, I requested a goodwill adjustment, interest waiver, hardship review, settlement option, or another reasonable resolution. Despite my repeated efforts XXXX resolve this matter in good faith, I was informed that no meaningful assistance would be provided. I am not attempting XXXX avoid responsibility for the original debt. I acknowledge the purchase and the remaining balance. However, I believe the circumstances warrant a fair review because : I was prepared XXXX pay cash for the purchase. I was encouraged XXXX use promotional financing instead. I established automatic payments with the intent of paying the balance before the promotion expired. The payment arrangement did not result in the balance being paid off as intended. I made substantial payments toward the original balance. I have made multiple attempts XXXX work directly with the bank XXXX reach a reasonable resolution. I respectfully request that Comenity Capital Bank conduct a higher-level review of this matter XXXX provide XXXX of the following remedies : Waiver of the deferred interest charge ; A substantial reduction of the deferred interest charge ; Reinstatement of promotional terms sufficient XXXX allow payoff of the remaining principal balance ; or A reasonable settlement arrangement that reflects the payments already made XXXX my good-faith efforts XXXX avoid this outcome. I am seeking CFPB assistance because I have exhausted my efforts XXXX resolve this issue directly with the bank XXXX believe that a fair review of the circumstances is warranted. Thank you for your consideration.

Company response to consumer: Closed with explanation