Consumer complaint received 2023-06-22
Company: Bread Financial Holdings, Inc.
State: AL
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:
On Friday, XX/XX/XXXX at XXXX XXXX  XXXX, XXXX Customer Service XXXX wrote : Hi XXXX, Thank you for emailing us back! We do apologize for the inconvenience caused by the delayed shipping. We are here to assist you. 

We'd like to inform you that, in addition to the refund processed yesterday, the representative you spoke with on XX/XX/XXXX processed another refund in the amount of {$32.00}. So the total refund processed for your order is {$97.00}. Thank you for your patience and understanding! 

In case you have any other queries, just let me know. Have a great day! 

All the best, XXXXXXXX XXXX XXXX XXXX  XXXX XXXX Customer Service Specialist On Thursday, XX/XX/XXXX, XXXX XXXX XXXX  XXXX Or XXXX XXXX '' XXXX wrote : [ THIS EMAIL WAS SENT FROM AN EXTERNAL ADDRESS ] So, if you are using the other 10 % that was applied because when I called acquiring about my order and asking why I had not received it as the reason for the 20 % that is fine. Apply the 20 % to the amount before the 10 % was applied to come up with the 30 % that I was actually supposed to receive. Per the letter I received all interest and fees should not be applied while the dispute was going on. So, my purchase was {$320.00} - XXXX ( 30 % ) = {$220.00} - {$32.00} ( for taking a long time to receive my order ) = {$190.00}. So, if you don't want to honor your advertisement and the discount my bill should {$220.00}. Consider it paid in full. I have a letter from the credit card Comenity. I will pay the balance in full. But ask I have explained and proved the 10 % was for taking a long time to receive my purchase. Thanks for ending this~! 
Tue, XX/XX/XXXX at XXXX XXXX Hello XXXX, A CREDIT IS COMING YOUR WAY! 

You will be refunded {$32.00} for your order XXXX. 



XXXX On Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX Customer Service wrote : Hi XXXX, We are deeply sorry for the inconvenience this may have caused you, this is not the service that we want you to experience with us. We wanted to provide the best help possible. 
Please be informed that I successfully processed a refund in the amount of {$65.00} ( 20 % ) on your order number XXXX. Please be advised refund will take 3 to 5 business days for your refund to be processed back to the original payment method you used when the order was placed. 
Please let me know if you have any other questions. Have a great day! 
All the best, XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX Customer Service XXXX On Wednesday, XX/XX/XXXX, XXXX XXXX XXXX XXXXXXXX Or XXXX XXXX '' wrote : [ THIS EMAIL WAS SENT FROM AN EXTERNAL ADDRESS ] This is not to hurry you through your process, this is to ensure you understand the process and what actually happened. 
To clarify, the 10 % discount had nothing to do with the credit card. The 10 % was applied when I called checking on my order that took a long time to receive. I did not forget to enter a promotion code. There was no promotion code. I applied for the credit card at the time of my order. This is the same advertisement you are currently offering the 30 % was supposed to be applied to my order but when I received my bill it was not applied. I placed the order and applied for the credit card simultaneously. The advertisement said I would receive the 30 % off the order I was placing at that particular time. This was the first purchase. It reads, " open & use a runwayrewards credit card, get 3 % off. 
" We can only offer a one-time courtesy adjustment within 48 hours after you placed the order if you forget to enter your promo code '' I didn't forget to enter a code, I didn't have a code. 


LIMITED TIME OFFER! 

OPEN & USE A RUNWAYREWARDS CREDIT CARD & GET 30 % OFF YOUR FIRST PURCHASE! 1 On Wednesday, XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX, XXXX Customer Service wrote : Hi XXXX, We are deeply sorry for the inconvenience this may have caused you, this is not the service that we want you to experience with us. We wanted to provide the best help possible. 
As I check here, the order XXXX which was placed on XX/XX/XXXX, there is a 10 % discount that has been refunded to your account last XX/XX/XXXX. 
In line with this, you are requesting the 30 % off on your order to be processed on your account. We can only offer a one-time courtesy adjustment within 48 hours after you placed the order if you forget to enter your promo code. 
However, as I can see from the previous conversation you contact us back to have the adjustment on XX/XX/XXXX, which exceeds our accepted time to honor the adjustment. 
I know this is not the news that you want to hear from us but please bear with us while we're checking on this. If you wish to speak to someone to further assist you with this, you can call us back at XXXX. We are open from XXXX to XXXX, XXXX XXXX 'til midnight. XXXX and XXXX, we are open from XXXX XXXX 'til XXXX XXXX 
Please let me know if you have any other questions. Have a great day! 
All the best, XXXXXXXX XXXX XXXX XXXX  XXXX XXXX Customer Service Specialist On Tuesday, XX/XX/XXXX, XXXX XXXX  " XXXX Or XXXX XXXX '' wrote : [ THIS EMAIL WAS SENT FROM AN EXTERNAL ADDRESS ] I have done all of that. I just don't understand why nobody wants to help. Poor business all around. Also, I need a POC so we can get this situation solved. Have one of your dedicated personnel to call me. XXXX. 
XXXX On Tuesday, XX/XX/XXXX at XXXXXXXX XXXX XXXX, XXXX Customer Service wrote : Hi XXXX, Thank you for reaching out! We apologize for the trouble with your XXXX XXXX XXXX XXXXXXXX rewards card, I'm sorry for the inconvenience this has caused you. As much as we want to, but we don't have the option to look up or check your rewards card. 
No worries, we have a dedicated team that can handle your concerns or inquiries. You may call our XXXX XXXX XXXX XXXX XXXX Credit Card toll-free number at XXXX. XXXX or XXXX TDD/TTY. They are open from Monday to Saturday, XXXXXXXX XXXX  to XXXX XXXX. You may also visit their help page at https : //c.comenity.net/ac/newyorkandcompany/public/help. 
Please let me know if you have any other questions. Have a great day! 
All the best, XXXXXXXX XXXX XXXX XXXX XXXX XXXX Customer Service XXXX On Tuesday, XX/XX/XXXX, XXXX XXXX  " XXXX Or XXXX XXXX '' wrote : [ THIS EMAIL WAS SENT FROM AN EXTERNAL ADDRESS ] XXXX XXXX, did you find out anything concerning my NY order and the card I received on the same day? I received another bill from XXXX XXXX XXXX XXXX XXXX  XXXX today with late fee and interest and I have excellent credit. 
XXXX XXXX On Friday, XX/XX/XXXX at XXXX XXXX XXXX  XXXX Customer Service wrote : Hello XXXX, Thank you for placing an order with us. I would like to apologize for what you are experiencing right now. For your concern, let me check the last note of the last representative and find an option for your concern. We will give you an update once we resolve your concern and give you an update immediately. 
Please let me know if you have any other questions. Have a great day! 
All the best, XXXXXXXX XXXX XXXX XXXX  XXXX XXXX Customer Service XXXX On Friday, XX/XX/XXXX, XXXX XXXX XXXX XXXX Or XXXX XXXX '' wrote : [ THIS EMAIL WAS SENT FROM AN EXTERNAL ADDRESS ] -- -- - Forwarded Message -- -- - From : XXXX XXXX To : XXXX Or XXXX XXXX Sent : Friday, XX/XX/XXXX at XXXXXXXX XXXX XXXX : Re : Unacceptable Service Dear XXXX XXXX XXXX afraid you have the wrong company. 
This is XXXX XXXX XXXX, the citys tourism agency. Judging from your complaint youre referring to XXXX XXXX and XXXX, the clothing store. In spite of the similar company names, we are completely unrelated. 
Best, XXXX Sent from my XXXX On XX/XX/XXXX, at XXXX XXXX XXXX Or XXXX XXXX wrote : Will you please acknowledge receipt of my email. 
XXXX XXXX On Saturday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX wrote : XXXX XXXX can you help me with the issues I am having with XXXX XXXX and Comenity Bank. I have several winter outfits that it has been so long, I don't even need them anymore. I have been waiting on the two companies to get their acts together. I really don't understand the 90 days wait time and the issue at all. Everything is upfront and clear. I am a government auditor and on the BOD at XXXX XXXX XXXX XXXX and just don't understand this type of service. 
I have attached everything you need. I really didn't want to contact you but can not get acceptable service with either company. I am attaching some backup paperwork so you can see the issue. I have no problem just canceling the card and returning all of your clothing. 
Anyway, will you respond to this email and/or give me a call at XXXX. 
XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- From : Comenity Bank Sent : Monday, XX/XX/XXXX, XXXX XXXX ( ET ) To : You Subject : Re : Transaction Information Message ID : XXXX I am with Comenity Bank, which handles your credit card account. Your inquiry has been escalated to me for further review. Hi! I appreciate your concern regarding the account. I can confirm a dispute was filed on XX/XX/XXXX. Please allow us time to investigate. We will mail you a letter via US Mail once completed. I appreciate your patience while we are conducting our investigation. I apologize for any inconvenience. Thank you! If you have any questions, please click the reply button. Sincerely, XXXX XXXX Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I have made 3 calls today because this is still going on. This was cleared up already with a payment of {$220.00} reflected on the XXXX of XX/XX/XXXX. I am still receiving statements and letters saying this will affect my credit. I talked to XXXX ( supervisor ) on XX/XX/XXXX, at XXXXXXXX XXXX and she advise they had put another purchase of {$71.00} on my account. I received another dispute letter XX/XX/XXXX. Now on this 3rd time - no supervisor My purchase was {$320.00} made on XX/XX/XXXX and my credit card was approved at the same time. I called XXXX inquiring on why it was taking my order so long. As a result, I received a refund on my purchase of {$32.00}. I called again and again about the XXXX percent off. Nobody Knows! So, I will be paying you {$320.00} - XXXX ( 30 % ) = {$220.00} - {$32.00} ( for taking a long time to receive my order ) = {$190.00}. I will be paying this bill online. Please cancel my card and if you can cancel my account with XXXX XXXX XXXX XXXXXXXX. Do you beli Back to Inbox Reply From : You Sent : Thursday, XX/XX/XXXX, XXXX XXXX  ( ET ) To : Comenity Bank XXXX : Re : Transaction Information Message ID : XXXX I have made 3 calls today because this is still going on. This was cleared up already with a payment of {$220.00} reflected on the XXXX of XX/XX/XXXX. I am still receiving statements and letters saying this will affect my credit. I talked to XXXX ( supervisor ) on XX/XX/XXXX, at XXXXXXXX XXXX and she advise they had put another purchase of {$71.00} on my account. I received another dispute letter XX/XX/XXXX. Now on this XXXX time - no supervisor My purchase was {$320.00} made on XX/XX/XXXX and my credit card was approved at the same time. I called XXXX inquiring on why it was taking my order so long. As a result, I received a refund on my purchase of {$32.00}. I called again and again about the XXXX percent off. Nobody Knows! So, I will be paying you {$320.00} - XXXX ( 30 % ) = {$220.00} - {$32.00} ( for taking a long time to receive my order ) = {$190.00}. I will be paying this bill online. Please cancel my card and if you can cancel my account with XXXX XXXX XXXX XXXX Do you beli From : Comenity Bank Sent : Thursday, XX/XX/XXXX, XXXX XXXX  ( ET ) To : You Subject : Re : Transaction Information Message ID : XXXX I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs. I certainly understand your concern. We apologize for any inconvenience caused. Taking a look at your account I see that a dispute has been filed on XX/XX/XXXX. Our dispute team is working dedicatedly in regards to your concern. However, resolutions may take up to ninety ( 90 ) days to complete. Upon completion of our research, you will be notified of our findings by US mail. We appreciate your patience while we are conducting our review. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX XXXX Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- This is what the head of the Customer Service department - he advised you will handle this. What is the status? Have someone to call me at XXXX. XXXX XXXX XXXX, Thank you for reaching out! We apologize for the trouble with your XXXX XXXX XXXX XXXXXXXX rewards card, I'm sorry for the inconvenience this has caused you. As much as we want to but we don't have the option to look up or check your rewards card. No worries, we have a dedicated team that can handle your concerns or inquiries. You may call our XXXX XXXX XXXX  XXXX XXXX Credit Card toll-free number at XXXX XXXX or XXXX TDD/TTY. They are open from Monday to Saturday, XXXX XXXX to XXXX XXXX. You may also visit their help page at?? https : //c.comenity.net/ac/newyorkandcompany/public/help. Please let me know if you have any other questions. Have a great day! All the best, XXXXXXXX XXXX XXXX XXXX XXXX XXXX Customer Service Specialist From : You Sent : Tuesday, XX/XX/XXXX, XXXXXXXX XXXX XXXX ET ) To : Comenity Bank XXXX : Re : Transaction Information Message ID : XXXX This is what the head of the Customer Service department - he advised you will handle this. What is the status? Have someone to call me at XXXX. XXXX XXXX XXXX, Thank you for reaching out! We apologize for the trouble with your XXXX XXXX XXXX XXXXXXXX rewards card, I'm sorry for the inconvenience this has caused you. As much as we want to but we don't have the option to look up or check your rewards card. No worries, we have a dedicated team that can handle your concerns or inquiries. You may call our XXXX XXXX XXXX XXXXXXXX XXXX Credit Card toll-free number at XXXX. XXXX or XXXX TDD/TTY. They are open from Monday to Saturday, XXXXXXXX XXXX to XXXX XXXX. You may also visit their help page at?? https : //c.comenity.net/ac/newyorkandcompany/public/help. Please let me know if you have any other questions. Have a great day! All the best, XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX Customer Service Specialist From : Comenity Bank Sent : Thursday, XX/XX/XXXX, XXXX XXXX  ( ET ) To : You Subject : Re : Transaction Information Message ID : XXXX I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs. We apologize for any inconvenience you may have experienced. We've received your information and it's currently being reviewed. Please be assured that we will work diligently to resolve your issue. However, resolutions may take up to ninety ( 90 ) days to complete. Upon completion of our research, we will notify you of our findings. We appreciate your patience while we are conducting our review. Thank you for taking the time to reach out, and have a great day. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX XXXX Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Have you found a solution to this problem? If not by Monday XX/XX/XXXX I will be returning the clothing and you will get a full credit. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( ET ) To : Comenity Bank XXXX : Re : Transaction Information Message ID : XXXX Have you found a solution to this problem? If not by Monday XX/XX/XXXX I will be returning the clothing and you will get a full credit. 
From : Comenity Bank Sent : Wednesday, XX/XX/XXXX, XXXX XXXX ( ET ) To : You Subject : Re : Transaction Information Message ID : XXXX I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs. Until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies. See the back of your statement for more information. We appreciate your patience. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I have been trying for days now to get my account correct. I have called several numbers to include XXXX, XXXX, XXXX, XXXX, for someone to get the XXXX percent off my account. Comenity Bank and Runway Rewards keep transferring me back and forward for person to person. I opened an account the same time I made the purchase, but the XXXX percent is not reflected on my bill. I have talked to five people this morning. My purchase was {$320.00} made on XX/XX/XXXX and my credit card was approved at the same time. I called XXXX inquiring on why it was taking my order so long. As a result, I received a refund on my purchase of {$32.00}. I called again and again about the XXXX percent off. Nobody Knows! So, I will be paying you {$320.00} - XXXX ( 30 % ) = {$220.00} - {$32.00} ( for taking a long time to receive my order ) = {$190.00}. I will be paying this bill online. Please cancel my card and if you can cancel my account with XXXX XXXX XXXX  XXXX. Not good business! [ Attachment XXXX Type : application/pdf Name : XXXX XXXX  XXXX XXXX From : You Sent : Tuesday, XX/XX/XXXX, XXXX XXXX  ( ET ) To : Comenity Bank XXXX XXXX XXXX : Transaction Information Message ID : XXXX Attachments : XXXX XXXX  XXXX XXXX have been trying for days now to get my account correct. I have called several numbers to include XXXX, XXXX, XXXX, XXXX, for someone to get the XXXX percent off my account. Comenity Bank and Runway Rewards keep transferring me back and forward for person to person. I opened an account the same time I made the purchase, but the XXXX percent is not reflected on my bill. I have talked to five people this morning. My purchase was {$320.00} made on XX/XX/XXXX and my credit card was approved at the same time. I called XXXX inquiring on why it was taking my order so long. As a result, I received a refund on my purchase of {$32.00}. I called again and again about the XXXX percent off. Nobody Knows! So, I will be paying you {$320.00} - XXXX ( 30 % ) = {$220.00} - {$32.00} ( for taking a long time to receive my order ) = {$190.00}. I will be paying this bill online. Please cancel my card and if you can cancel my account with XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
From : Comenity Bank Sent : Tuesday, XX/XX/XXXX, XXXXXXXX XXXX ( ET ) To : You Subject : Re : Transaction Information Message ID : XXXX Hello XXXX XXXX, I am a Senior Account Specialist with Comenity Bank. Your concerns were escalated to me. Please accept our apologies for any inconvenience you've experienced. New cardholders will receive 30 % off their first purchase. For us to best assist you with this concern, we ask that you please speak with a live representative. Please call Runway Rewards team at XXXX ( Monday-Friday XXXXXXXX XXXX ; Saturday & Sunday XXXX XXXX ) at your earliest convenience. If you have any questions, please click the reply button. Sincerely, XXXX XXXX XXXX XXXX Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I have called your number 3 times tonight trying to get the XXXX percent off at the time of making the purchase. While making my 1st order, a pop-up came up which is still on your site offering XXXX0 percent off on your purchase is you open a credit card. I applied and received the credit card but the XXXX percent off is not showing up. Will you update my balance applying the XXXX percent off. Thanks you. Please send an email when applied so that I might pay my bill. Now the site is saying my message could not be sent and for me to call the XXXX number that I have already tired tonight. XXXX XXXX From : You Sent : Tuesday, XX/XX/XXXX, XXXXXXXX XXXX ( ET ) To : Comenity Bank Subject : Transaction Information Message ID : XXXX I have called your number 3 times tonight trying to get the XXXX percent off at the time of making the purchase. While making my XXXX order, a pop-up came up which is still on your site offering XXXX percent off on your purchase is you open a credit card. I applied and received the credit card but the XXXX percent off is not showing up. Will you update my balance applying the XXXX percent off. Thanks you. Please send an email when applied so that I might pay my bill. Now the site is saying my message could not be sent and for me to call the XXXX number that I have already tired tonight. XXXX XXXX

Company response to consumer: Closed with monetary relief