Consumer complaint received 2024-11-19 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: AL

Complaint narrative:
Comenity BankXXXX XXXX XXXX XXXX late fees and interest on my account that has a XXXX balance. Account was originally set up for automatic draft with my checking account attached. On XX/XX/XXXX a minimum payment was not deducted from my checking account to make the minimum payment required. On XX/XX/XXXX, I received an email stating my account was past due. I immediately contacted them and spoke to several XXXX XXXX, who were unable to tell me why or what the problem was. I requested to speak with a Customer Service Mgr who could assist me. I was then passed only XXXX. She stated she was a XXXX who could help with the late fee issue which I knew shouldve not been charged in the first place. She explained that anytime the account gets paid off, their system automatically kicks the auto draft off. That was her explanation. I rarely ever used this account and was paid off up until the month before. I always keep account paid off. But, she told me there was no worries and she would remove late fees and interest charges as a courtesy. Because, I had a good standing account that shes had no problem with crediting my account. On XX/XX/XXXX I paid my account in full in the amount of {$98.00}. I have had this account since XXXX and had no reason to question. A month later the credit was applied to my account. But, at the same time on the same statement, the charges had been reversed. Charging back the fees and thus applying an additional late fee of {$35.00}. By this time, there were XXXX late fees and interest charges added to my account. This has been a big hassle and all due to their mistake in the first place. If you will notice, on XX/XX/XXXX, I removed my checking account and removed auto draft from the account. That could not have happened if my XXXX XXXX had been removed before. XXXX either lied or she was unaware. My minimum payment should have been taken out on the due date without question. Im not sure what kind of game they are playing but I have been put through the ringer with harassment calls and even having to change my landline number. I was not sure at the time if I was dealing with an identity theft situation or not. XXXX did provide me with a confirmation number XXXX on XX/XX/XXXX. She refunded a total of {$58.00} on that date to my account. On XX/XX/XXXX that refund was reversed and by that time they added another late fee. I have never been late before and pride myself on being a good person and customer. My credit report doesnt show any lates thus far, but am afraid they will soon report. I need this bank to be checked out and punished for their wrong doing. This is nothing but a pure scam against me. My account needs to be refunded immediately and if anything has been reported to the credit bureaus or my rating has dropped due to their negligence, I request it be corrected and an apology be given by Comenity Bank/XXXX XXXX XXXX I also request my account be closed and not at their request, but mine. I refuse to deal with this type of Bank and or merchant any further.

Company response to consumer: Closed with monetary relief