Consumer complaint received 2026-02-24 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: NC

Complaint narrative:
I have been a XXXX XXXX card holder since XXXX. I have paid this payee ( COMENITY-XXXX XXXXXXXX ) through my bank, XXXX XXXX XXXX online billpay system. The payments are made via e-check. I had not used my card no needed to make a payment since XXXX until recently. I made a purchase in the amount of {$200.00} on XX/XX/XXXX. I made a payment from my bill pay on XX/XX/XXXX in the amount of {$200.00} which was the entire statement amount ( it included a {$2.00} paper statement fee ). I received a bill in XXXX for the original bill amount plus a late fee. I thought I had missed paying this and paid it again- in XXXX payments, the amount {$200.00} and the late fee {$43.00} ( which included XXXX paper statement fee and an interest charge ). In XXXX I started to get calls from Comenity bank saying I need to call about my card. it was automated and I didnt understand why. When I called, they said I had not made any payments and had an overdue bill. My card could not be used until I make a minimum payment. I checked my bank and saw where I made these XXXX payments. At the time I had not recalled nor noticed that I made the original payment of the full balance in XXXX ( the year record collapsed in my app and I had not checked XXXX ). I told them I made these. Comenity said they had no record. I made an over the phone payment for the minimum amount, {$54.00} so I the account was not overdue while I continued to research what happend to my payments. I looked closely at the payments from my bank and the statement and noticed that the payment address and account number was not the same as in my bill pay. I recall being issued a new XXXX card at some point but I thought it was just rebranding for their new rewards program and didnt notice the account changed nor the payment details and phone number. I am not even certain when this happened but the Comenity representative didnt offer any details about that history of a change. They just said they could not help me with that. I reported a problem on the XXXX payments with XXXX XXXX. They denied both claims because to their records, I made payments to the payee and the payment was received. I called XXXX XXXX about the claims and we discovered that the phone number on record was also different. I called that number. It was for a company called XXXX XXXX ( a different companys customer service ). I called Comentiy back to explain. The representative said they can not help me with that account, they dont see other acounts for me and nothing is coming up by those last XXXX digits. I went into a XXXX XXXX branch because XXXX rep thought the branch might be able to give me the full account number detail for that payee, but they could not. I thought if I had the full number maybe that will help it to be found by Comenity. I called Comenity and asked to speak to a supervisor. the supervisor gave the same response that other representative provided, I asked for them to escalate further, Help me to resolve this as my money was sent to their bank. The representative hung up on me. This was all taking place last week ( XXXX XXXX XXXX ). Then on Friday XX/XX/XXXX, I receive an email from XXXX XXXX thanking me for my payment of {$43.00} ; only it was my email but the email body was addressed to XXXX XXXX ' I searched for other emails and found on XX/XX/XXXX and XX/XX/XXXX I was sent an email from XXXX XXXX asking XXXX XXXX to provide feedback on my experience ( based off my recent calls to customer service ). I quickly checked the last transactions to see if this payment is now showing, it was not. I do not know who XXXX is or why that name is associated with my account. I also do not understand how I am receiving notification of a {$43.00} payment yet my XXXX statements and over the phone last XXXX transactions confirmation indicate this payment was never received. And if this one was confirmed, why arent the other XXXX made in the amount of {$200.00} confirmed in the same way when they were sent? I have paid a total of {$450.00} out of my bank billpay in the last XXXX months and none of those have actually posted to the XXXX XXXX account. I paid {$950.00} worth of payments to the same billpay information in XXXX without issue. Its very curious and frustrating... something is definitely off here.

Company response to consumer: Closed with monetary relief