Consumer complaint received 2024-10-04 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: CO

Complaint narrative:
On my XX/XX/XXXX, ULTA Beauty XXXX credit card statement I had a balance of {$400.00} with a payment due date of XX/XX/XXXX. I wanted to pay the total balance in advance on XX/XX/XXXX. I knew some changes needed to be accomplished because a previous payment was executed on a bank that closed on XX/XX/XXXX, and the account associated with it no longer existed. 
On XX/XX/XXXX, I called the credit card company, ULTA Customer Service ( XXXX ), and asked the representative to delete the closed bank and nonexistent account previously used because the bank and account no longer existed. I also asked that a new bank account be added for the {$400.00} payment transaction to be made for payment on XX/XX/XXXX. I was told I had to make the changes myself on the ULTA.com website. 
I went to the website and tried to delete the old account but it wasnt allowed. I then added the new account to use and scheduled the {$400.00} payment to be transacted on the statement due date of XX/XX/XXXX. 
On the morning of XX/XX/XXXX, I called my credit card company ( XXXX ) at XXXX am to see the status of my scheduled payment. It was not declared as being paid. The XXXX ( XXXX XXXX XXXX ) XXXX stated my account had a balance of {$400.00} due on XX/XX/XXXX. So, at XXXXXXXX XXXX  I called my bank to see if my early payment had processed. I was told there was no activity by ULTA to be found. I then went to the website to check on the payment. I noticed the account the payment was scheduled to be drawn from ended in XXXX. My account ends in XXXX. 
I looked around on the website to see what to do and found the following : Using information at a tab/link titled Account Center Online : To edit or delete a payment, visit the Payments page, then select the edit pencil located next to the payment you wish to change. Most payments can be edited up until XXXX XXXX Eastern Time ( ET ) and deleted up until XXXXXXXX XXXX ET on the day of your scheduled payment date. 
I went the Payment page. However, there was no pencil located next to the payment or account ( XXXX ) I needed to change. 
So, at XXXXXXXX XXXX and XXXXXXXX XXXX, I called the credit card Customer Service ( XXXX ) again and again. I hoped that a representative could delete the account and/or payment since there was no pencil to be found for me to use. Each time the XXXX ( XXXX XXXX XXXX ) XXXX still depicted that the {$400.00} was due on XX/XX/XXXX, and obviously not processed. Both times I spoke to a representative who stated that the payment could not be deleted through their division because it was processing. Please note, the payment had not processed, neither by the credit card company, nor the bank. I asserted that the XXXX automated system stated that the {$400.00} balance was still due. The latter representative said it might take up to 3 days to establish the processed payment through both the XXXX and at the bank. 
At that point I decided that all I could do is get the correct XXXX account established and pay the {$400.00} statement balance with it right away. I went to the website and discovered that the pencil next to the closed bank and account allowed me to edit everything in order to establish the correct routing number and XXXX account and then pay the {$400.00} balance. 
Then, I went and found the tab titled Customer Care : Unprocessed payments can be modified by XXXX XXXX Eastern Time ( ET ) by calling Customer Care at XXXX ( TDD/TTY : XXXX ) on or before the day of your scheduled payment. 
Finally, at XXXXXXXX XXXX it occurred that I hadnt called the website number XXXX. Thus, I called and heard again the XXXX establish that the {$400.00} balance was still due. I was made aware that I was now speaking to Comenity. This must be the company that manages ULTA credit card accounts. Yet, I was again told that the payment could not be deleted because it was processing. Please note again, the payment had not processed, neither by the credit card company, nor the bank. 
Yesterday, XX/XX/XXXX at XXXXXXXX XXXX I called the ULTA Customer Service number ( XXXX ) to hear the XXXX state that 2 payments of {$400.00} were processed and my account had a credit balance of {$400.00}. I chose to speak to a representative to see what would happen with the credit balance. The representative stated she could delete one of the payments and was prepared to delete the one to be drawn from the correct account. She then said she couldnt delete the one with the incorrect account number. Frustrated, I jokingly told her that ULTA was welcome to send me a check for the {$400.00} credit amount. She then declared that if I requested the {$400.00} credit be sent to me, a return payment fee would be processed against my account. I told her I would never request anything since I knew that soon my account balance would be {$00.00} because of the correct payment account made on XX/XX/XXXX. 
Today, XX/XX/XXXX, I called to check the status of my account. The XXXX stated my account balance was now {$30.00}. I chose to speak to a representative. XXXX immediately assumed my account was paid late. It wasnt. Then, he said he could see that a payment was returned and that was the reason for a {$30.00} fine. I explained everything that went on previously when I discovered the incorrect XXXX account number and paying the second {$400.00} amount with the edited correct XXXX account number. He claimed he was unable to execute a waiving of the {$30.00} fine and offered the opportunity to speak to a supervisor who might be able to waive it. She stated that she couldnt waive it either and then proposed sending me to her supervisor who also refused to waive the fine. 
Every single representative tried to contend that the reason for the inability to delete the XX/XX/XXXX payment was because it was conducted on XX/XX/XXXX. Likewise, none of them had an answer or argument for the website statement payments can be edited up until XXXXXXXX XXXX Eastern Time ( ET ) and deleted up until XXXXXXXX XXXX. ET on the day of your scheduled payment date when I had discovered and corrected as much as possible around 6 hours before the editing XXXXXXXX XXXX deadline and more than 12 hours before the XXXXXXXX XXXX deletion deadline.

Company response to consumer: Closed with monetary relief