Consumer complaint received 2025-11-09 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: NJ

Complaint narrative:
* Unfair, deceptive, and abusive practices by Comenity Bank in connection with my credit card account. Comenity prematurely closed my case, did not address any of the many issues that I presented, had no explanation for their deception and lies, actually responded with another lie ( blaming my bank ) and did not address any of my supporting evidence that proved them wrong multiple times - Still never addressed. 
On XX/XX/year>, I attempted to make a payment of {$150.00} via Comenity 's website but encountered a system error preventing completion. During an 18-minute phone call that day, a representative confirmed their system was down and advised that payment could not be processed. Attached screenshots of this call log because Comenity has denied any contact on this date. Proof attached. They are claiming my bank made an error and there was a routing issue. This is very false as their representative even confirmed the system shut down on their end. There was a system shut down for their platform for me. If you ask Comenity for proof of a call from this date, they can not provide it the representative disclosed to me, because there was a systematic shut down and non of their technology was working - preventing payment. They are still denying this and lied about an error occurring on my end. 
The following day ( XX/XX/year> ), and on subsequent attempts, the website displayed an error message stating " It's not you, It's us! '' confirming ongoing technical issues. Acknowledged by the representative on the phone. I continued monitoring the account and called again on XX/XX/year>. By this time, a {$30.00} late fee had been assessed due to the unprocessed payment. Screenshot attached. After lengthy conversation and a few escalations, a supervisor promised to waive the fee as a courtesy. * * * * * * * * * Upon this, I paid my {$150.00} bill. XX/XX/XXXX - nothing had gone through and the statement remained the same : {$150.00} plus {$30.00} late fee and interest. I called again and the representative on the phone acknowledged that they waived the late fee and it would be reflected on the next statement * * Video footage attached * * * * * * After getting out of work I checked again the morning of XX/XX/XXXX - no changes made- this is now 35 hours later. Screenshot attached. * * * * * However, upon subsequent review, at noon on XX/XX/XXXX, my account reflected a {$46.00} feeHIGHER than the original {$30.00}. The statement erroneously indicates a waiver on XX/XX/year>, a date predating my escalation call and when no waiver discussion occurred. This discrepancy suggests INTENTIONAL misrepresentation. I contacted Comenity again on XX/XX/XXXX and XX/XX/year>, but received no assistance or explanation for them tampering with the bill timeline. Proof attached. 
Representatives claimed the waiver was applied in XXXX, which is factually impossible given the timeline. Call logs attached. They have committed : Unfair Assessment of Late Fees ( TILA/CARD Act ) : The initial late fee resulted directly from Comenity 's system outage, which prevented timely payment. They have applied unreasonable late fees which equaled 1/3 of my original bill. This is not proportional, especially when alternative payment options were not provided. * * * * * They have partaken in Deceptive Practices ( UDAP ) : Comenity 's verbal promise to waive the {$30.00} fee, followed by the imposition of a higher {$46.00} fee ( new late fee plus interest ) and a backdated waiver entry, that NEVER EXISTED upon calling XX/XX/XXXX, constitutes deceptive conduct that purposefully misled and caused financial harm. Proof that this never existed is attached - but then they tampered with the billing timeline and claim they applied the late fee at an earlier date that was never made. They falsely added it in to support their claims, backdated the date, and tampered with the document that I have PROOF OF - ATTACHED.

Billing Errors ( FCBA ) : The inaccurate statement and failure to resolve my disputes within required timelines violate FCBA provisions mandating investigation and correction of errors.

These practices appear consistent with patterns in other consumer complaints against Comenity, including waivers and predatory fee assessments. Comenity reviews are atrocious and they have a reputation to be an abusive bank. If I knew this, i would not have enrolled. However since I can not rewind time, I would like CFPB to intervene and protect me, the public, who is being XXXX and is clearly an injured party. I request the CFPB investigate this matter, compel Comenity to reverse all late fees, remove any negative credit reporting, and provide a FULL explanation. Enclosed are supporting documents : video footage, screenshots of website errors, call logs, and account statements.

Company response to consumer: Closed with explanation