Consumer complaint received 2026-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: CO

Complaint narrative:
I'm filling this report against Comenity Bank/ Bread Financial for their unprofessional and unethical business practices. I made a payment for my XX/XX/year>XXXX credit card bill on the XXXX of XX/XX/year>XXXX for my XXXX bill. Once it was cleared and posted to my account, I was proactive and made a payment in XX/XX/year>XXXX for my XXXX bill. My payments due were {$54.00}. I made payments of {$100.00}. as the photos of my bank statement will show. When I noticed that there was still a payment due for XXXX, I contacted the customer service of the credit card company on XX/XX/year>XXXX at XXXXXXXX XXXX XXXX and inquired as to why I still have a balance and pointed out that I made a payment on the first of XXXX to be applied to my XXXX bill. The representative acknowledged that I made a payment and assured me that the payment will go towards my current months ( XXXX ) bill. I was told that I can disregard the due amount and my account will be current. I asked the representative to make a note on my account about everything her and I discussed, and make it clear that I made the payment for XXXX. I continued to diligently monitor the account but noticed that the payment wasn't being posted, even though it was cleared through my bank on XX/XX/year>. On the XXXX of XXXX I opened my account, only to find a message that stated I was past due. I immediately contacted customer service again, only to be told that my payment on XX/XX/XXXX was also applied to XXXXXXXX XXXX bill. I made the payment for a new calender month and they applied it to the previous month. I asked them to look at the notes on my account from the previous representative, and I was told there were no notes! I don't understand how a company can decide to take my money that I specifically allocated for a set month and move it where they choose. They have all the un-doctored records, so how can they not see that I payed MORE than what was due for the previous month and use common sense that I'm making a new payment in a new month, and apply it to the current month? Not to mention that the notes I specifically asked were not logged. I asked to speak to a supervisor when the representative kept giving me the same scripted answers and the supervisor was no help at all. I explained myself to him again, and all he said was " that's not how it works ''. It was very difficult to understand any of the people I was talking to to begin with, as they all spoke with a heavy accent, but not a single one was willing to work with me and accept that they made a mistake. Now I'm forced to make a second payment for the month of XXXX to bring my account current which is difficult due to budgeting and current economic increase for daily living, just so I am not delinquent on my account. The evening of the XXXX of XXXX at XXXXXXXX XXXX the very same day, I received a call from the company asking for payment. I was shocked! I couldn't believe after I spoke with several people earlier in the day that they had the nerve to harass me for payment again. I became very angry and was not pleasant to the woman in the phone after I, once again explained myself that I made a payment for XXXX but they didn't apply it to that month. Once again, I got a condescending tone that I had to make a payment to bring my account current. She told me that I had not missed a payment since opening my account, which I haven't. I'm not sure if the company itself is overseas or just the people they hire to answer the phones, but non of them could care less about what I was trying to explain, and all they said was I have to make another payment. The photos I've attached show the dates and times of the phone communications as well as my bank statement showing the month and date the payments were made.

Company response to consumer: Closed with monetary relief