Consumer complaint received 2024-10-31 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: IN

Complaint narrative:
I opened my XXXX 's credit card account ( which is handled through Comenity Capital Bank, a Bread Financial company ) XXXX. On XX/XX/XXXX I made a successful payment of {$94.00} via XXXX. I had not used the card again until XX/XX/XXXX, and that is when the issues began. 
On XX/XX/XXXX I submitted a payment for {$73.00} ( stored ACH information was the same from when I made the first payment ) and the payment was returned with an added {$30.00} " returned check charge. '' I received an email on XX/XX/XXXX thanking me for the payment and that it was processed XX/XX/XXXX. On XX/XX/XXXX, I received another email, this time stating that my account was past due. I submitted a payment of {$160.00} ( which included the statement balance of {$73.00} that I previously attempted to pay, another purchase of {$61.00}, the {$30.00} returned check fee ). Once again, I received email confirmation of a " successful '' payment. On XX/XX/XXXX, the payment was rejected and another {$30.00} returned check fee was added. 
On XX/XX/XXXX, I checked my account and realized what happened ( they also added a {$39.00} late fee on XX/XX/XXXX, and again, no notification from XXXX about a returned payment OR my account now being past due ). I called customer service to inquire about the issue and to close my account. I also asked this representative if we could verify my bank account number, and he told me that he could not see it on his end. I ended up paying a total of {$210.00} ( the total balance was {$210.00}, but the representative I spoke with stated there was an additional {$2.00} in " interest. " ). This payment was made with my debit card directly with the representative, and was successful. I was also informed that my account was closed. 
Early this month ( XX/XX/XXXX ), I checked my account and noticed a - {$2.00} balance ( which was the " interest charge '' that evidently did not actually exist since I now had a credit on my balance ). I sent a message via chat to request the {$2.00} to be refunded since my account was closed and I would no longer be using the card. They neglected to tell me that the process for which included them mailing me a physical check for {$2.00}, and changing my balance to {$2.00}. When I finally received the check, I deposited it and submitted the payment of {$2.00} ( on XX/XX/XXXX ). I also updated my ACH information to ensure that it was correct ( the website does not allow you to view the entire account number, so I re-entered all of my information again and saved ). 
On XX/XX/XXXX, I checked my bank account and noticed that the {$2.00} payment had not been deducted. Because of the issue with the payment I submitted XX/XX/XXXX, I called customer service on XX/XX/XXXX to inquire about the payment, explain my previous issue, and ask what can be done. The representative I spoke with assured me that the payment was posted to my account and that I had nothing to worry about. He also asked me to read off my bank account number to verify that it was correct -- it was indeed correct, but it also contradicts what the representative in XXXX stated about not being able to verify my account number. 
Today ( XX/XX/XXXX ), I checked my XXXX 's credit card account and discovered that the payment has once again been rejected, and this time a {$41.00} returned check fee added. Tomorrow I will be calling customer service to request that the fee be waived, and to pay the remaining {$2.00} off with my debit card. 
In conclusion, the past year of dealing with this card has been way more of a headache than it ever should have been. I have NEVER held a line of credit that did not notify me of rejected payments, past due amounts, etc ; not to mention the utter lack of competence when it comes to customer service. It seems to me like a very slimy way of getting more money out of customers.

Company response to consumer: Closed with monetary relief