Consumer complaint received 2025-12-16 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: Bread Financial Holdings, Inc.
State: FL

Complaint narrative:
Complaint Against XXXX XXXX Comenity Capital Bank XXXX and Credit Reporting Issues I am filing a complaint against XXXX/Comenity Capital Bank regarding inaccurate billing, undisclosed interest charges, and resulting harm to my credit history. 

In XX/XX/year>, I paid the full balance owed on my account, as shown in the attached transaction history. Specifically, payments of {$30.00} on XX/XX/year> and {$220.00} on XX/XX/year> were made to fully satisfy the outstanding balance. Based on the account information available to me at the time, the card was paid in full, and no remaining balance was disclosed. 

However, two days after the account was paid in full, Comenity added an interest charge of {$5.00} on XX/XX/year>. This interest charge was not disclosed at the time of payoff, nor was I informed that additional interest would post after the balance was paid. Because I reasonably believed the account was paid off, no further payment was made for this undisclosed amount. 

This undisclosed interest charge caused a cascade of late fees and interest, including : Late fee assessed on XX/XX/year> Minimum interest charges on XX/XX/year> and XX/XX/year> Another late fee on XX/XX/year> As a result, my account was incorrectly reported as delinquent for over 60 days, significantly damaging my credit score. This delinquency was not due to nonpayment or negligence, but rather Comenitys failure to disclose the true payoff amount and their practice of posting interest after the account was paid. 

I contacted Comenity to dispute these charges. They acknowledged the issue and agreed to refund late fees, but only refunded one late fee initially, requiring me to call again to have the second late fee refunded. Even after these disputes and refunds, the account continued to accrue interest. 

To prevent further issues, I overpaid the account, yet on XX/XX/year>, Comenity added another interest charge of {$0.00}, demonstrating a continued pattern of charging interest despite payments intended to fully satisfy the balance. 

Additionally, Comenity froze my account, further impacting my credit profile and increasing the appearance of financial distress, even though the balance issues were caused by their billing practices.

This situation has snowballed into : Incorrect late payments Repeated interest charges after payoff Account restriction Significant credit score damage Comenity failed to : Clearly disclose the true payoff amount Inform me that residual interest would post after payment Prevent inaccurate delinquency reporting caused by undisclosed charges Consumers should be provided with an accurate payoff amount that fully satisfies the account. Posting interest after a balance is paid, without clear disclosure, is misleading and unfair.

I am requesting : Correction of all inaccurate late payments and delinquencies reported to the credit bureaus Removal of all interest and fees resulting from this billing error Restoration of my account status Assurance that proper payoff disclosures will be provided to prevent this from happening to other consumers

Company response to consumer: Closed with monetary relief