Consumer complaint received 2026-01-06 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Unexpected increase in interest rate
Company: Bread Financial Holdings, Inc.
State: IL

Complaint narrative:
I purchased a couch from the XXXX in XX/XX/XXXX on sale at the time for {$1100.00}. I applied for financing for a XXXX credit card issued by Comenity Bank on XX/XX/XXXX. 

I initially and was making payments to the Comenity Card over the phone within the first XXXX months. The customer service representative recommended that I turn monthly autopayments on starting in XX/XX/XXXX, so I did that. Initially, the XXXX did not have an online portal to see my account transaction history. I am not aware of when Comenity established their online account portal, I only noticed from my checking account 's transaction history withdrawals that my Comenity minimum payments were increasing each month. 

I finally was able to log into an online account at the end of XXXX to check my card balance. Without my knowledge, the balance of the account grew XXXX through XXXX. I called Comenity customer service to ask why my account balance was still so large, even though I had been making the monthly payments. They informed me that only the first XXXX months were interest-free, which I was not aware of at the time of purchase. The only transaction history that is available in the account is until XX/XX/XXXX. I want to know the full breakdown of the account history and what the interest was charged before XX/XX/XXXX. I called multiple times starting in XXXX to request for this information, and nobody from Comenity customer service was able to provide to me my exact transaction history starting from when I opened the account in XX/XX/XXXX. 

I requested to Comenity over the phone to be emailed a full copy of every payment I made & interest charge since the account opened in XXXX, and the Comenity customer service representative said they could not provide that information to me. They said I would have to request it by sending a letter to Comenity Bank 's XXXX XXXX XXXX So I wrote a letter requesting the full account history since XXXX, and stated it is my right as a customer to have visibility and transparency to my transacation information with Comenity bank. I received a letter back on XX/XX/XXXX saying they were " unable to process the request via written communication. '' They said for additional information, to contact their listed customer service numbers. I have since tried called both phone numbers, and neither of them connect me to a customer service representative. Since my account has already been paid off and closed, the call automatically disconnects before connecting me to anyone. In my online Community account, I still can not see any transaction history prior to XX/XX/XXXX, even if I search specific dates for the statements. 
Over XXXX years from when I purchased the XXXX couch, I ended up paying {$2500.00} when I closed the Comenity account on XX/XX/XXXX. Which is {$1400.00} over what the initial purchase price was. I had to pull my own Comenity charges going through each of my monthly checking account statements to get this information, which I have attached a PDF of. These withdrawls can be confirmed with my credit union XXXX but the financial history past XX/XX/XXXX has never been confirmed by Comenity Bank and can not be located anywhere in my account. 

I want to know why it is impossible to reach anyone from this bank, and why nobody was willing to provide me with clear answers to how much I ended up paying since the initial charge from the XXXX. I would never have opened a credit card with this bank if I knew that they would be this difficult to communicate with them and that they would scam me on interest payments disguised as a promotion, with zero communication, transparency, or customer service support.

Company response to consumer: Closed with explanation