Consumer complaint received 2026-03-03 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: PA

Complaint narrative:
Summary of Complaint I am filing this complaint regarding improper interest charges, continued fees, and negative credit reporting by Comenity Capital Bank in connection with a XXXX XXXX credit card account opened in XXXX. Comenity Capital Bank XXXX XXXX XXXX, OH XXXX XXXX On XX/XX/XXXX, during a XXXX XXXX store closing sale, I purchased a sofa and loveseat using a XXXX XXXX credit card opened in-store at the time of purchase. My receipt clearly reflects a 24 Months Deferred Interest No interest if paid in full within 24 months promotional financing agreement. I have attached a copy of the purchase receipt reflecting these terms. Background and Payment History I never activated the physical credit card. I never established an online account. I was not provided alternative written payment instructions beyond making monthly payments by phone. I made required monthly payments by telephone. Although I experienced temporary financial hardship for a few months, I continued making payments when able. It is also important to note, I never used this account to purchase anything other than my one and only purchase of furniture from XXXX. On XX/XX/XXXX, I called Comenity Capital Banks automated telephone system to pay off my account in full. The system informed me that my balance was {$670.00}, which I immediately paid via telephone. I did not make a partial payment or request a payment arrangement. I paid the exact balance quoted to me by their system. Improper Charges After Payoff Four days after I paid the balance in full, additional interest charges were added to my account. There are now numerous fees as time has passed. As such, I began receiving collection calls and text messages claiming I still owed money. This makes no sense for the following reasons : I paid the full balance quoted by their system on XX/XX/XXXX. If any interest was accruing, it should not have been assessed under a XXXX deferred interest plan, as I was still within the promotional period. I was never informed that an additional amount would be due beyond what their automated system stated. In XX/XX/XXXX, after multiple calls to resolve the issue : A representative told me I owed {$3.00} to cover interest. I paid the {$3.00} on XX/XX/XXXX in good faith. I was told the late fee would be waived and the account would be closed. The account was not closed. Instead, additional interest and fees have continued to accrue, and the account continues to be negatively reported to the three credit bureaus. Deferred Interest Issue According to my receipt, the purchase was subject to : 24 Months Deferred Interest No interest if paid in full within 24 months. As of XX/XX/XXXX, I had not yet reached the 24-month mark. However, by that time, Comenity had already charged {$360.00} in interest, and additional interest has accrued since. If the promotional terms were properly applied, interest should not have been assessed so long as the balance was paid within 24 months. Credit Reporting Harm Despite my attempts to resolve this directly with the company : Comenity continues to report my account negatively to credit bureaus. Representatives have provided inconsistent explanations. Each call results in a different small balance being demanded. This pattern suggests improper account servicing and possible misapplication of promotional financing terms. Requested Resolution I respectfully request the Attorney Generals Office assist in obtaining the following relief : Immediate removal of all improperly assessed interest and fees. Correction of any negative credit reporting related to this matter. Formal closure of the account effective XX/XX/XXXX ( the date I paid the full balance quoted ). Written confirmation of account closure and a XXXX balance. Review of whether Comenity Capital Bank violated deferred interest promotional terms or consumer protection laws. Based on my records, it appears that I may have overpaid, and I request a full accounting of the account with refund, if applicable. I have enclosed : Purchase receipt showing XXXX deferred interest terms Account statements Payment transaction confirmations * Proof of payment via XXXX XXXX bank Thank you for your assistance in this matter.

Company response to consumer: Closed with monetary relief