Credit card -- Problem when making payments -- Complaint #7805122

Complaint Overview

Complaint ID: 7805122

Company: Bread Financial Holdings, INC.

Product: Credit card

Sub-Product: Store credit card

Issue: Problem when making payments

Sub-Issue: Problem during payment process

State: West Virginia

ZIP Code: 261XX

Date Received: 2023-11-05T12:00:00-05:00

Date Sent to Company: 2023-11-05T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Comenity Bank processes XXXXXXXX XXXX credit cards. I had set up automatic payments through the XXXX XXXX website. I used my XXXX checking account. In XXXX, Comenity processed my payment but indicates they received a stop payment from XXXX. I did not stop payment. Comenity then sent a message indicating I had a message in their message center. I did not see that message until late XXXX when I received a XXXX XXXX message indicating my account was overdue. I immediately went online and processed a payment for the full balance and received confirmation. Today, I went to do my XXXX bill payments and realized there was no credit in my XXXX account for XXXX. I checked online and saw that the payment had been returned. Called Comenity and was told XXXX had returned the check. I called XXXX, and they had no record of any charges coming through that would result in a returned check ( I have overdraft protection ) and no issues with the account that would have resulted in the payment being declined. I called Comenity back and was told I needed to have XXXX send documentation indicating the information on the returned check. I pushed back because XXXX had no record of a returned check/payment or any item that would have had to be returned. Comenity indicated I must have put a stop payment on the account- which I did not do. The letter I received from Comenity indicated I requested to stop automatic payment but then the Comenity rep said they were stopped because of the returned payment. I did not stop payment to Comenity and XXXX has no record of any payment request coming in. I asked if Comenity shut down my automatic payments because I had not used the card for 9 months- they didn't respond but reiterated I would have had to do a stop payment or the account had insufficient funds -- neither was the case as confirmed by XXXX XXXX Comenity did waive the late fee but I was also charged returned check fees when there was no reason for the payments to be returned. Additionally, I could not use my primary checking account because Comenity would not allow it to be used until payments were good for 3 cycles- there was no communication regarding this until I brought up the earlier payment I had made today when I first called in. The first rep at Comenity took my payment and I left that call at least thinking the payment had been taken care of but, in pushing on why payments weren't clearing, was finally told they were not going to be allowed to go through. So, Comenity would, yet again, charge a returned check fee even though they knew it wouldn't be processed because of the situation. It appears the payments never went out from Comenity to XXXX to be processed. What isn't clear is why the first one didn't go out ... that seems to have been the catalyst for the churn in their processes.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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