Consumer complaint received 2026-05-13 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: WV

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX. XXXX, WV XXXX Account : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( this is all I have ) ss # XXXX I formally request that the CFPB direct Commenity Bank ( XXXX XXXX ) to preserve, retrieve, and review all internal telecom audio recordings, electronic contact logs, and Agent histories tied to my account profile for XX/XX/year> and XX/XX/year>. Please. Frontline representatives have given conflicting information, refused to accept valid transaction numbers, and threatened illegal fees during this dispute. A manual review of the automated system logs alone will not show this misconduct. I that Comenity 's Corporate Compliance Department pull the raw audio files for the conversations on XX/XX/year> and XX/XX/year> to verify the explicit credits and payment agreements and subsequent bad-faith refusals to investigate. I am filing an Official billing dispute against Comenity Bank ( Bread Financial ) regarding my XXXX Credit Card. On XX/XX/year> at XXXX I paid exactly {$28.00} over the phone with Agent, XXXX ID Badge # XXXX, who explicitly confirmed my balance would hit {$0.00} by XX/XX/year>. Comenity is now illegally back-charging me for cleared funds. Furthermore, Comenity is violating the Fair Credit Billing Act by not added the credits and payment. assessing finance charges, late fees, and possibly negative credit remarks. * * On XX/XX/year> I received a bill for {$200.00}. This bill should have been {$0.00}. I can not tell you how many representatives I went through and how many hung up on me. I received credits for almost everything. The following are the credits and confirmation # Credit - {$90.00} Confirmation # XXXX Credit - {$55.00} Confirmation # XXXX There are other credits listed on this months statement ( which I will provide ) that are listed below. XXXX. {$5.00} XXXX. {$20.00} XXXX. {$15.00} XXXX. {$15.00} * * The bill was {$200.00} : adding the credits and the payment Credits {$90.00} + XXXX + XXXX + XXXX + XXXX + XXXX + XXXX = TOTAL {$220.00} Leaving a credit of {$25.00} XX/XX/year> My Comenity XXXX Secrets bill did not reflect those credits. It also had new charges of mine but did not XX/XX/year> I get another bill from Comenity XXXX XXXX. It states Previous balance {$200.00} - according to The Law 12 CFR 1026.11 they have 7 business days to issue credit. They have been telling me 90 days. And each bill will accurre interests and fines and that I AM RESPONSIBLE. So, I called again XX/XX/year> First I talked to XXXX and he dismissed all my information that I had gathered from my previous calls on XX/XX/year>. He did not want names - badge numbers - dates - times - He just kept saying he was sorry for the miss information. And kept thanking for my business. He said he could take of the {$2.00} charge for my PAPER bill. I changed that on XXXX. So, he gave me a credit of {$2.00}. And sent me to the next representative. XXXX XXXX XXXX me that there was nothing that she could do. I tried to give her confirmation numbers and names. She also dismissed me but gave me a credit of {$6.00}. She did file a dispute for this current bill. And sent me to another representative. XXXX XXXX # XXXX- he is a supervisor. I tried and tried to discuss with him all of XX/XX/year> conversations with names, badge numbers, confirmation numbers and he totally disregarded any of this information. All he said I am sorry about this misinformation. I said to go look at your notes. This took several conversations. He finely did look at XXXX converstion but dismissed it. I said so I have to fees and interest? and he said yes. I said " You want me to pay this entire bill in full? '' he said yes. I said I will have a credit and I do not want a credit - he then reluctantly informed me that I could get a refund check MINUS the fees and interest. Fair Credit Billing Act ( FCBA ) - You are in violation of Fair Credit Billing Act for refusing to accept my confirmation number and agent ID numbers is a direct violation of federal law. You can not deliberately ignore my evidence. The Law 12 CFR 1026.11 - once a credit balance exists on your account the credit card company has exactly 7 business days to issue the credit. The law 12 CFR 102.6.13 ( Regulation Z ) The interest Rule If they take a full 90 days they must retroactively erase every XXXX of interest charged during the 90 days. They have 15 days to respond. I have the documentation of the conversations. I believe the XXXX most vital conversations that will confirm my information are XXXX. XXXX badge # XXXX on XX/XX/year> beginning at XXXX. XXXX. XXXX badge # XXXX on XX/XX/year> beginning around XXXX I am not sure exactly the time bc my first interaction was at XXXX with XXXX. The call lasted XXXX hour and XXXX. XXXX was the last interaction so an estimated time stamp would be around XXXX. Please note that this is y first formal Fair Creditn Billing Act complaint. I have included specific dates, names, timestamps, and Agent badge numbers to ensure a thorough investigation. I sincerely apologize if this is lengthy or repetitive, but I wanted to provide all the factual records to assist the Bureau and the creditor 's corporatecompliance team in resolving this matter accurately.

Company response to consumer: Closed with monetary relief