Consumer complaint received 2026-01-19 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Bread Financial Holdings, Inc.
State: MS

Complaint narrative:
This started by in the fall. I wanted to purchase I new computer for my husband. I was going to spend about {$1000.00}. I was ready to pay cash for this. I am blessed in that I no longer have to finance purchases like this. 

[ The year before, I did apply for credit to help my son buy a computer. I used my credit rating ( about XXXX ) to get a Dell credit card from Comenity Bank. My husband and I went ahead and paid off that computer in 2-3 month and allowed me son to pay us directly for the rest of the year. ] When I was trying to find the best deal, I was chatting witih an agent that said I could get a better deal by financing the computer instead of buying it and immediately paying in full. I was assured I could pay the computer off early with no penalty. I went ahead and purchased it using financing with Dell/Comenity. 

After about 30 days or so, I had not gotten any electronic statement or one by mail. I went ahead and checked the website and found my first payment was due on maybe the XXXX of XXXX, Saturday. We still pay all our bills by check through the mail. We went and ahead and mailed a {$500.00} check ( the total balance was {$850.00} ) on XX/XX/XXXX with all of our bills. It is interesting to note, I later received an email on XX/XX/XXXX telling me my payment was due on the XXXX. We live in XXXX, XXXX and the bill was going to XXXX, Tx. Well, later that month, I was told my payment posted, like three day date. I was charged a finance fee and late fee. I complained to Comenity, who " out of curtesy '', gave me a partial credit. I complained to Dell, who must have contacted Comenty Bank and got the whole charge waived. 

After all that was corrected, our XXXX payment was coming. We no longer wanted to deal with such a company. It is obvious they only make money was they charge late fees and make nothing when the bills are paid early and on time. We decided to just pay off the rest of the balance. It make sure it got there on time, we mailed it on XX/XX/XXXX. Well, it only posted on XX/XX/XXXX!! We were charged a {$9.00} late fee. I disputed that charge immediately both on their secure messaging and in written correspondence. EVERY OTHER BILL we mailed on XX/XX/XXXX arrived on time, including bills to XXXX XXXX  and XXXX. ONLY Comenity seemed to get our checks late. Again I made a request for proof of when our check arrived. I was told the only date that mattes is the posted date. I was also told, through securing messaging so there is a record, that " non-compliant '' payments are processed differently and can take extra time to post. A payment OVER the minimum is considered non-compliant. So they have a vested interest in holding these checks past to due date in order to charge extra fees. This is an unfair trade practice. 

Even after I submitted my official dispute notice, I have again been sent a statement saying I now owe {$18.00} for failing to pay the original {$9.00} late fee. The computer has been totally paid off. How many consumers are treated like this. How many late fees have they charged with they have the payment in hand, but fail to post it until after the due date. I refused to pay this. They really need to be investigated. Many consumers would never have time to complain. I am a retired attorney. In fact, I used to be the Director of the Consumer Protection Division of the Mississippi Attorney General 's Office in the XXXX. This is wrong. They have refused to show me proof of when my check arrived because it was timely. They just sat on it. Every other bill was paid on the same date and cleared before the XXXX. Comenity Bank needs to be investigated. What poor costomer service and unfair practices. This also discriminates against those how pay legally by check when paying MORE than the minimum due. 

Thank you, XXXX XXXX XXXX XXXX XXXX ( retired )

Company response to consumer: Closed with monetary relief