Consumer complaint received 2025-02-28 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: VA

Complaint narrative:
Subject : Unjust Late Fee Charge and Wrongful Denial of Refund Comenity Bank ( XXXX XXXX XX/XX/XXXX ) Dear Consumer Financial Protection Bureau, I am filing a formal complaint against Comenity Bank regarding an incorrectly charged late fee of {$75.00} on my XXXX XXXXXX/XX/XXXX account ( # XXXX ) and their refusal to issue a refund despite clear evidence that my dispute was submitted on time. 
Complaint Details : 1. Incorrect Late Fee Charged : o I made a purchase on my Victorias Secret credit card totaling {$280.00} on XX/XX/XXXX XX/XX/XXXX, but returned the full amount before the payment due date. 
o Despite the full return credit, Comenity Bank charged me a {$75.00} late fee, which should not have been applied. 
2. Timely Dispute Submission ( Filed on the Day I Closed My Account ) : o I filed my first dispute on the same day I closed my account with Comenity Bank. 
o This means my dispute was well within the required 60-day timeframe. 
o Comenity Bank acknowledged receipt of my dispute in a letter dated XX/XX/XXXX, confirming that they were actively reviewing my claim. 
o Despite this, in their XX/XX/XXXX response, they falsely claimed my dispute was not submitted on time. 
3. Multiple Follow-Ups and Phone Calls Continued Denial of Refund : o I sent multiple follow-up letters on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, reiterating my request and providing payment verification. 
o I also submitted a copy of my XXXX XXXX statement, which clearly shows that the {$75.00} payment was made. 
o In addition to these letters, I called Comenity Bank multiple times, but their customer service agents refused to issue my refund, despite acknowledging my dispute history. 
o Comenity Bank continues to ignore clear evidence and refuses to resolve this matter fairly. 
Request for CFPB Assistance : I request that the Consumer Financial Protection Bureau ( CFPB ) intervene and require Comenity Bank to : Immediately refund the {$75.00} late fee that was unjustly charged. 
Provide a written acknowledgment confirming the refund and correcting their erroneous claim that my dispute was untimely. 
Issue my refund via a mailed check to my address on file instead of applying it to a closed account. 
Ensure they follow fair dispute resolution practices in compliance with federal consumer protection laws. 
Attachments for Review : XX/XX/XXXX Comenity Bank Letter ( Proof that my dispute was submitted on time ) XX/XX/XXXX Comenity Bank Response ( Incorrect denial reasoning ) My initial dispute letter ( Filed the day I closed my account ) My follow-up letters ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XX/XX/XXXXStatement ( Showing {$75.00} payment ) I have exhausted all reasonable attempts to resolve this matter directly with Comenity Bank XXXX and they continue to unfairly withhold my refund. I am seeking the CFPBs assistance in holding them accountable and ensuring this dispute is resolved fairly. 
Thank you for your time and assistance. I look forward to your response. 
Sincerely, XXXX XXXX Address : XXXX XX/XX/XXXXXXXX, VA XXXX Phone : XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation