Consumer complaint received 2025-10-24 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Bread Financial Holdings, Inc.
State: CO

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XX/XX/year> Subject : Formal Complaint Regarding Unwarranted Fees, Account Mismanagement, and Harassment by Wayfair/Comenity Bank To Whom It May Concern, I am writing to file a formal complaint against Wayfair/Comenity Bank regarding ongoing , unexplained, and questionable fees that have been applied to a credit line account I opened approximately six years ago.

Throughout this time, I have experienced repeated issues with excessive and unclear charges being added to my account. Despite numerous attempts to obtain clarification and documentation explaining the nature and origin of these fees, neither Wayfair nor Comenity Bank representatives have provided a clear or satisfactory explanation. Each inquiry has resulted in vague or conflicting responses, leaving me without a transparent understanding of what I am being charged for.

While I acknowledge that I have occasionally been late making payments over the past several years, these delays do not justify the suspicious and excessive fees that have accumulated. The current balance on the account, when compared to the original amount of purchases made through this credit line, is unreasonable and does not make sense. It appears that the fees and interest have inflated the balance far beyond what could be considered fair or accurate.

This entire situation became significantly more difficult when the account was transferred from Wayfair to Comenity Bank. Since that transition, everything has become increasingly complicated. I was never given clear instructions or communication about where to log in or how to properly make payments after the switch. As a result, I have struggled to manage the accountnot because of negligence, but because of the lack of clear direction and support from the company.

Additionally, I have repeatedly requested that autopay be enabled on my account to ensure timely payments and avoid further issues. However, despite these requests, no one from the company has been able to assist me in logging into my account, obtaining my account number, or successfully setting up autopay. This lack of assistance has made it extremely difficult to manage the account responsibly, despite my consistent efforts to do so.

Furthermore, I have experienced repeated and harassing contact from Comenity Bank representatives, even though I have continued to make payments in good faith for nearly six years. These actions have caused ongoing frustration, stress, and financial strain.

At this time, I am requesting that the Consumer Financial Protection Bureau investigate the following : The legitimacy and accuracy of the fees and charges that have been applied to my account ; Whether Wayfair/Comenity Bank has complied with the Fair Credit Billing Act ( FCBA ) and the Fair Debt Collection Practices Act ( FDCPA ) ; The banks failure to provide proper account access, login assistance, and support for setting up autopay ; and The pattern of harassing contact and lack of clear communication regarding this account.

I have made every reasonable effort to resolve this matter directly with the company, but my concerns have been repeatedly ignored or dismissed. I am now seeking your assistance to ensure that this situation is properly reviewed, investigated, and resolved.

Thank you for your time and attention to this matter. I look forward to your response and to achieving a fair and transparent resolution. 
Sincerely, XXXX XXXX I would also like to add that they know me as XXXX XXXX as I just changed my last name to XXXX this year.

Company response to consumer: Closed with non-monetary relief