Consumer complaint received 2026-02-19 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/XXXX I purchased a XXXX gold ring for {$1400.00} on a XXXX year 0 % interest plan on XXXX XXXX credit card ( that they talked me in to ). The ring itself was {$1000.00} and the XXXX warranty that they sold me was {$240.00}. They informed me that this warranty was good for anything or any problems and that it definitely should be purchased if I'm purchasing a ring, so I did. I gifted this ring to my fiance in XXXX and within a few days, he had some type of reaction that he had not experienced before. He works at a hospital and was unsure if it was something from there that was causing it so he stopped wearing it for a few weeks once it cleared up and began to where it again, and the same thing continued. We called XXXXXXXX XXXX XXXX right away and they let us know to go ahead and bring the ring in to discuss options. Within days, we go into the store and the staff associate assures me that since I paid for the warranty we can go ahead and get this ring traded in for the EXACT SAME ring except XXXX XXXX gold instead of XXXX XXXX gold, but it would have to be specially made and picked up at a later time. I asked her what the difference would be and she said somewhere around {$600.00}, I said okay let 's do it. I received a phone call XX/XX/XXXX stating the ring was delievered to the store. I unfortunately could not get to the store right away, I received a text message from XXXX XXXX XXXX XX/XX/XXXX reminding me that the ring was in the store to pick up. I texted back and stated I apologize but was not able to get into the store right away she proceeded to ask if I wanted to do the trade-in over text message in which I responded with a question mark. She explained to me since I was part of the XXXX XXXX XXXXXXXX promise that I could do everything over the phone and just come in and and sign and pick up the ring. I proceeded asking questions back and forth over text message and which I provided all text messages and screenshots and pictures that were sent to me from the actual jewelry store to corporate. When I came in to pick up the ring they had me sign a receipt told me that I would see an extra charge on my credit card account for the ring and that the amount for the initial ring that I bought would be credited back to my credit card sometime in about XXXX to XXXX weeks, and if it was not to call the credit card company. After waiting XXXX weeks, which is now XXXX and noticing no credit has been placed on my account, I contacted the credit card company who told me I made XXXX separate purchases XXXX on XX/XX/XXXX and another on XX/XX/XXXX.. I explained to them I did not make XXXX purchases, I only bought XXXX ring and explained to them what happened, they told me that I needed to call XXXXXXXX XXXX customer care and let them figure it out as it shows I have XXXX separate charges on my account. I contacted XXXXXXXX XXXX XXXX the store and provided them with all the necessary information and asked them why did I have XXXX charges on my account and the lady in the store explain to me I only had XXXX and recommended I should call customer care. Once I called customer care after fighting with them back and forth over a XXXX week period someone called me and BROKE IT DOWN!!! They explained to me the XXXX initial charge was the {$1000.00} for the first ring plus the {$390.00} warranty fee plus the sales tax, the XXXX charge for {$1500.00} was the charge for the XXXX ring AFTER the {$1000.00} credit!!. They explain to me the XXXX ring was actually {$2000.00} retail value and XXXXXXXX XXXX XXXX charge me a {$350.00} warranty fee plus sales tax for this ring, so basically I bought a WHOLE NEW RING!!! I was completely devastated to find out that I was now going to pay {$3700.00} for a {$2000.00} ring when I was told in store that it would only be approximately {$600.00} different and NO PROOF because it was verbal in the store!!! I contacted everyone that had to do with this issue .. XXXX XXXX XXXX the store, XXXX XXXX care and the credit card company!!! ALL XXXX places told me I owe this money and I should have basically READ THE FINE PRINT!!! So at this point I feel like I have been COMPLETELY scammed, NOT given enough information for me to make an educated decision for myself, and I took the blame for not reading the fine print and decided to go ahead and just continue making the payments that XXXXXXXX XXXX XXXX set up for me. So now here it is XX/XX/XXXX, I noticed all of a sudden I have a {$490.00} interest charge on my credit card, so I immediately call. The credit card company states to me that I have an interest charge on my account since I did not pay my XXXX promotional plan in full.... MY XXXX PLAN???? I ONLY HAVE XXXX RING, XXXX PLAN!!! So after a lot of time going back and forth I was basically told that I had XXXX promotional plans ... the XXXX XXXX for the XXXX ring that I purchased and apparently when I came in to get the replacement ring I now am on a new brand promotional plan which I was never told about, I was told in store that my XXXX year promotional plan would start XX/XX/XXXX with the new ring and I had XXXX year to pay that ring in full. Completely fine and okay with that plan as that would make sense. How on XXXX do I still get stuck with the XXXX promotional plan as I no longer have that ring?!?!?! I called Comenity Bank right away and they told me they would dispute the interest charge and to contact XXXXXXXX XXXX XXXX I contacted XXXX XXXX XXXX and they explained to me that I was supposed to receive a credit in XXXX from the warranty which was {$390.00}, when I called to complain about having all the extra fees since I did not want the warranty on the XXXX ring. She said that credit was never reversed in XXXX since it may have been asked on a " gift card '' which it wasn't, but she would do it right away and send an email to me that I could forward to Commenty Bank that would show them that that the inquiry was made in XXXX to refund the promotional plan, therefore my XXXX promotional plan that I had no idea that I was on would have been paid in full, No Matter What, by XX/XX/XXXX. Comenty Bank is refusing to take that letter and email from XXXX XXXX XXXX customer care into consideration and state since that credit was not placed on my account prior to XX/XX/XXXX that interest charge is valid and will remain on my account and they have nothing more to say to me. I have spoken with several people including management and supervisors at all three departments and all three departments are blaming it on each other. Comenity Bank has told me to call XXXXXXXX XXXX XXXX about the adjustment, XXXXXXXX XXXX XXXXXXXX has told me to contact XXXX customer care and XXXX customer care has told me to call Comenity Bank. Breaking it down... if I was buying a {$2000.00} ring and I got {$1400.00} credit like the lady explained to me IN THE STORE, thats {$600.00} difference!!! But the lady at the stores brain cant handle math, as she shows in the text message attached!! I would like to pay " a little more than {$600.00} as I was told to UPGRADE the SAME ring! The exact amount I should owe as of today is {$530.00}!! NOT {$1800.00} MORE after already paying {$1600.00}!!! I asked them to pay the {$530.00} TODAY and be DONE with this company forever! They stated there is nothing more we can help you with and we are disconnecting this call!!! I have removed all auto pay and banking information to my Comenty Bank account as I am refusing to pay them XXXX more dollar until somebody looks at this account and does the right thing!! OVERALL I feel as if I paid for XXXX RINGS, XXXX PROMOTIONAL PLANS, XXXX SALES TAXES and got XXXX ring!!!!!! DO NOT EVER GO TO XXXX XXXX OR USE COMENTY BANK!!!!

Company response to consumer: Closed with monetary relief