Consumer complaint received 2024-08-24 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: Bread Financial Holdings, Inc.
State: FL

Complaint narrative:
On XX/XX/year>, I opened a credit card while checking out at Ann Taylor Loft at XXXX XXXX in XXXX, Florida. I do not know exactly when I received the physical card in the mail. 

I had not upgraded my wardrobe since XXXX, so I opened a number of other credit cards between XX/XX/XXXX ( the day of my big shopping spree ) and XX/XX/XXXX, including at XXXX XXXX XXXX Ulta, and XXXX 's XXXX 

I did not expect that any payments on those new cards would be due until the end of XX/XX/year>. As the cards arrived in the mail, I set the envelopes on my desk so that I could open up online accounts and pay off the balances in full. 

I do not recall whether the envelope that contained the credit card included a statement balance or any information about the due date for my first payment. 

On XX/XX/XXXX, I made returns from XXXX purchase to the XXXX XXXX XXXX. While there, I asked the representative if it would be possible for me to pay my credit card balance while in store. She informed me that I could not. I did not realize that my first payment due date was closing in. 

On the evening of XX/XX/XXXX, I decided to create online accounts for each of my new credit cards and pay the balances, as I had just received my semimonthly paycheck from my employer and had enough cash in my checking account to cover all of the charges. When I set up the Loft account with Comenity bank, I immediately made a payment online ( I believe I also attempted to call to make a payment by phone ). I did not understand that making a payment after XXXX XXXX on the due date would incur a late fee. 

I thought that I had paid off my balance in full. I missed the statement balance that was sent via email on XX/XX/XXXX. 

Searching for " XXXX  '' in my XXXX reveals that between XX/XX/XXXX and XX/XX/year>, I received XXXX emails from XXXX, Ann Taylor, XXXX XXXX, and XXXX XXXX XXXX. I specifically received XXXX emails from XXXX XXXX, but only XXXX of those emails indicated that they were credit card balance statements and none gave a clear indication that I still owed money. 

On XX/XX/XXXX, I noticed an email that my statement had posted. I almost did not click on it because I assumed it was a XXXX balance. The email stated that the minimum payment due was {$40.00}, which is why I logged into my Comenity account this afternoon. 

My account indicated that I had XXXX {$30.00} late fees and a {$3.00} interest charge related to the payment I made on XX/XX/XXXX, XXXX hours after the XXXX deadline. I called a representative and was told that they could remove {$15.00} from the balance, I was then told by a second representative that I could remove {$30.00}. I informed a third representative that I was willing to pay {$15.00}, which is what I would have paid if I had realized this to be a problem sometime before incurring a second late fee. 

The representative informed me that I would actually need to pay {$21.00} to cover a total balance of {$66.00}. I have attached screenshots show how she had to walk me through where to click in order to get the accurate balance to pay off the card. 

I am not sure that I have paid off the card in full, since I made the payment again after XXXX XXXX. 

This is confusing, senseless, and I will be closing my card as soon as I can confirm that this balance has been paid in full and that CFPB has closed its investigation into the unfair practice.

Company response to consumer: Closed with monetary relief