Consumer complaint received 2024-07-04 00:00:00
Product: Debt collection — Medical debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
On XXXX XXXX XXXX, I received dental work. After my XXXX  insurance covered their eligible expenses, the total amount that I was responsible for paying was {$1100.00}. At the dentists office, I signed up to pay off that amount with Comenity Bank XXXX XXXX XXXX XXXX. In XXXX of this year, I signed up for a payment plan to pay off the remaining balance to Comenity Bank XXXX XXXX XXXX XXXX. I signed up for this plan over the phone, and the employee that I spoke with assured me that the late fees would be removed because I was setting up this payment plan and that the payments would be completed in XX/XX/XXXX. The payments from my bank account were made as follows : XXXX XXXX XXXX payment for {$200.00} XXXX XXXX XXXX payment for {$200.00} XXXX XXXX XXXX payment for {$210.00} In XX/XX/XXXX, the final payment was supposed to be processed and was due on XXXX XX/XX/XXXX. There were no issues with Comenity Bank XXXX XXXX XXXX XXXX withdrawing the funds from my bank account for any of the months that Ive listed above. Nor did they attempt to contact me via phone or email about paying the final installment. Unfortunately, for reasons unexplained, Comenity Bank XXXX XXXX XXXX XXXX did not withdraw the remaining balance of {$1.00} to complete my payment plan. Now, Comenity Bank XXXX XXXX XXXX XXXX is claiming that I now owe a new total of {$530.00} in interest because I did not personally pay the {$1.00} before the promotional plan expired. As shown in Picture XXXX, the {$1.00} is listed as a late fee. When I signed up for the payment plan, the Comenity Bank employee told me that the late fees I had were being removed because I signed up for the payment plan. The payment that was processed on XX/XX/XXXX was {$10.00} more than the previous payments. Why was the {$1.00} not withdrawn from my account when there were additional funds already being taken out for that specific payment? On XXXX XXXX XXXX I spoke with XXXX Comenity Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX of them being a senior customer service representative, and neither of them could explain to me why the {$1.00} charge was on my account, nor could they explain to me why the {$1.00} was not charged in the XXXX XXXX XXXX payment or on XXXX when it was due. As shown in Pictures XXXX and XXXX, I now owe a total of {$530.00} because this late fee was never processed by Comenity Bank XXXX XXXX XXXX XXXX. The senior customer service representative also informed me that I was supposed to be the XXXX to contact Comenity Bank XXXX XXXX XXXX XXXX and personally make the payment even though I was never told that information before the payment was due. There has been no clear disclosure as to why I even owe the {$1.00} amount, or why it was not automatically withdrawn from my bank account like the previous payments were. The senior customer representative also informed me that the mail which showed the {$1.00} being due on XXXX XXXX XXXX was actually mailed out on XXXX XXXX XXXX, which is XXXX days after the payment was due. I received the mail on XXXX XXXX XXXX and Comenity Bank XXXX XXXX XXXX XXXX XXXX XXXX attempts to contact me about this payment that I personally had to make. As shown in XXXX  XXXX, there are XXXX different interest charge amounts listed as follows : {$520.00} {$520.00} {$520.00} {$510.00}

Company response to consumer: Closed with monetary relief