Consumer complaint received 2018-09-30
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I would like to report an upsetting shopping experience that happened to me and XXXX sisters on XX/XX/18 while we shopped at XXXX XXXX XXXX in XXXX XXXX in XXXX, California. I decided to open their store XXXX XXXX and XXXX credit card. We had a huge transaction so the cashier ( XXXX XXXX. ) told us she will divide the items into XXXX bags for us. While she was ringing up the transaction, my sister left to grab 2 more items. After the transaction was complete, the cashier handed us only 2 bags along with the receipt of {$340.00} instead of 3 bags that was mentioned. We asked her where is the other bag and she told us she left it on the counter. We told her none of us took any bags that was left on the counter. The cashier responded that XXXX of us could have grabbed the bag since there was XXXX of us. However, my sister was standing in the corner waiting for us empty handed. None of us left the premises of the store. I also want to mention that the register right next to us was also doing a transaction with another customer on the same counter, they could have taken the bag while we weren't looking. I was only paying attention to the screen while she was ringing up the items. We only realized the bag was missing after the transaction was complete and she handed us the receipt with only 2 bags. 

We told the cashier that we didn't take the bag and we wanted her to review the security camera for evidence of who took the bag. She then told us that there is no camera in the store. The cashier did not directly hand us the bag in the first place and only placed it on the counter. She expected us to be responsible for the items when the items were stolen while the transaction was still in the process. We were forced to pay for the stolen items by the cashier and was told that she was not responsible for the items. Others around us told us we should call for security. Instead of helping us call for security, she told us we have to go outside of the store and find security by ourselves. We reported this incident to the security and also took down his contact information as a witness. The security ( XXXX XXXX, XXXX XXXX ) provided us his contact information ( XXXX ). He also spoke with the cashier about the incident. He also asked for the store XXXX but was told she was not in the store. We were just given the contact info of XXXX XXXX XXXX to get this incident resolved. 

However, the number can not be reached to speak to someone directly about this.There were so many problems about how the purchase was handled. 1 ) The cashier never handed the bag directly to me. 2 ) She did not want to check cameras or give the refund because she did not want to take responsibility. These actions are an example of negligence of customer 's item and their protection.We are victims of shoplifting and this was occurred inside of the store premises. There were 8 items missing out of the 17 items we have purchased. The amount for the missing items is {$110.00}, I am seeking assistance in getting this amount refunded. 

I have disputed this incident with XXXX Bank regarding the XXXX  XXXX and XXXX billing statement. They have told me that I do not have to pay the balance until the issue is resolved after further investigation. A couple weeks later, they responded that I would still have to pay the full amount on the purchase. They also charged me an {$8.00} interest on my billing statement when they initially told me my balance is on hold until the incident is resolved. 

I also file a claim with XXXX  XXXX and XXXX Customer Service on their online webpage regarding this incident on XX/XX/18. I received a response on the same day requesting on further details regarding the transaction number and item detailed on the receipt. I responded with the requested information and did not receive any follow-up email. I sent another email requesting for a follow-up on XX/XX/18 and did not received a response from them until XX/XX/18. They responded and again requested for the XXXX numbers of each missing items. I have sent the requested information and sent another follow-up email on XX/XX/18 and still have not receive any response from customer service regarding this incident.

Company response to consumer: Closed with explanation