Consumer complaint received 2026-05-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: Bread Financial Holdings, Inc.
State: FL

Complaint narrative:
A little over two years ago, I was having dental work done and upon discussion of payment I was given an XXXX credit application. I was given a two year payment plan with my payments, noting that there was a promotional interest rate for those two years. I agreed to the terms and asked how I would pay my first payment. The XXXX office informed me that I would be receiving my first bill in the mail and that I would pay it that way. After almost a month, I realized I never received a bill or anything from XXXX credit and I reached out to the dentist office to ask how to get in contact with the company. They provided a phone number and website and I called the customer assistance line to find out that I was already behind on my first payment. I informed the representative that I had never received a paper bill and they confirmed that the wrong address was on file. Not an old address just some kind of typo. I immediately made a payment over the phone and enrolled in automatic payments so that this never happened again. The customer representative calculated the payment amount for me to complete within two years and I set it to auto pay as well as they enrolled me in paperless billing. Upon a regular review of my financies, I looked into my billing, wondering when the last payment would be. I never missed a payment or had any issue, but when I followed up, I realized that I had gone over the two year payment schedule m. After review of my statement through their website I found out that the representative miscalculated my monthly payment causing me to go over the two year mark and incur over {$4000.00} in interest. I reached out again to customer service and informed them of the mistake. The representative admitted that there was a miscalculation in monthly payments and advised me to take myself off auto pay and submit a dispute so that hopefully the additional interest would be removed and I could make a final payment for the very small amount remaining. Its worth noting that up until this time I had never received a paper bill a email or phone call from XXXX credit. I again waited a few weeks for something in the mail regarding my dispute as the representative suggested I would receive. I logged on again to the website to find out that this dispute had been closed without any contact, follow up questions, or the ability to discuss it with a dispute agent. I feel that these payments were miscalculated on purpose to ensure I paid almost double in interest. I called the customer service line again and asked if I could speak to someone to the dispute department as well as to receive the recorded call log showing that I was given a miscalculation in payment rate because I did not determine my monthly payment. The representative did. I was given nothing but a PO Box to send a letter to and no contact information via phone or email. I feel that I did everything I was supposed to do in repayment and that this was of predatory nature. Further, after stopping payment I have been contacted daily by this company via telephone and email after over 2 years of no contact proving they had my contact information all along but did not send me any statements or dispute correspondence. Attached is the dispute Email. I am unable to retrieve all payment information as the companys records only date back to XXXX XXXX. Also XXXX credit also goes by the name Comenity Capital Bank.

Company response to consumer: Closed with explanation