Consumer complaint received 2026-01-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: CA

Complaint narrative:
Back in XX/XX/year>, my Son received a collection call from XXXX XXXX. He was behind and asked for my help. He gave XXXX Permission to discuss the account with me. I asked the agent how I can help. She said if you make {$100.00} a month for XXXX months that will help him get back on track. I gave her my banking information and she set up the payments and processed the XXXX payment that day. A few days ago I checked his account and noticed that he was charged {$40.00} for late fees for XXXX and XXXX in addition to a {$50.00} interests. That wasn't the agreement and this means that my payments are wasted because they've been sucked up by XXXX and he won't get back on track at all. I called XXXX and spoke with XXXX unprofessional ladies who just lied in my face. The XXXX one lied that we were making insufficient payments. I told her the last XXXX payments for XXXX and XX/XX/year> were processed and submitted to my bank by XXXX, based on the plan offered. I didn't call and didn't go online. She said there was no payment arrangement because he couldn't get on a " hardship program ''. I told her that the lady who set it up did not call it a " hardship program ''. She said it was a simple plan, an offer to help my son get back on track. I told the lady I was speaking to review my call from XXXX. She said no. I asked her to check the scheduled payments. There were XXXX left since XXXX were processed. She then deleted the scheduled payments right there during the call and said there was nothing. THAT IS UNETHICAL AND A BOLD FACE LIE! LUCKILY FOR ME, I HAD PRINTED OUT THE ACCOUNT INFORMATION BACK IN XXXX. PLEASE SEE ATTACHED. There were XXXX scheduled payments left at the time. I told the lady that, not only do I have proof of the schedule but my bank will show that XXXX submitted the {$100.00} payments for XXXX and XXXX as part of recurring payments. She became agitated. She pretended to be mad saying I was raising my voice and even though I said sorry multiple times, she rudely transferred me to a XXXX. I asked the XXXX how can XXXX charge a late fee when XXXX is submitting the payments? I simply asked him if he can at least make the adjustment and send the XXXX future payments XXXX XXXX so that we don't waste half the payment on a bogus late fee? I also asked him if he could review the call with the agent who contacted us and see that the interests was to be waved. My son was over his limit by $ XXXX and the XXXX payments of {$100.00} were to help him get current. The XXXX said oh I see many late fees. I told him, I'm sure there were late fees but I'M ONLY DISPUTING CHARGES FOR THE LAST XXXX MONTHS since I started making payments as direct debits from my XXXX XXXX account. THE XXXX HANG UP ON ME! I called back and got another agent who also decided to lie. I reminded her that this wasn't a collection call. I initiated the call. She said the XXXX told them not to talk to us. Unbelievable! XXXX and XXXX? She then lied saying XXXX had been trying to reach us and had left us a message. I asked her which phone number. The number she gave me was for a new phone where the voicemail was not even set up. She lied! I want CFPB to know that XXXX is committing FRAUD and stealing money from consumers. XXXX is clearly aware of the fraud because the agents and managers are engaging in UNETHICAL behaviors by lying and hanging up on consumers with no resolution and no explanation! My son is a good kid whose hours have been cut at work. He doesn't deserve to see his credit ruined by unscrupulous financial entities like XXXX. I'm setting aside my own bills to help my son and I will not let XXXX steal from us. XXXX has millions, we don't!

Company response to consumer: Closed with explanation