Consumer complaint received 2023-06-19
Company: Bread Financial Holdings, Inc.
State: AZ
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:
Due to a technical glitch, Comenity Bank is claiming I did not pay my XXXX XXXX Credit Card balance of {$190.00} on XX/XX/XXXX. They say they attempted to charge my bank account on XXXX it was " returned ', and then they submitted the payment again on XXXX. However, my bank statement shows that the payment successfully posted to my bank account twice on XXXX When I became aware of this double charge to my bank account I called Comenity Bank on XXXX and they denied having any record of being paid twice, and advised I call my bank to dispute. I called my bank to dispute and they resolved it on their end. They requested a refund of the second payment from Comenity to resolve it. However, instead of Comenity fixing my XXXX credit Card account to note that they were paid double/twice the amount of my bill on XXXX, as my bank informed them, they instead added a new charge to my XXXX Credit Card of {$190.00} on XX/XX/XXXX. So because they gave my bank money back,, and do not acknowledge that they were paid twice, they are essentially saying I never paid and owe the original amount plus months of late fees. To make matters worse, I was not aware of any of this until XXXX XXXX. Not having received any statements after making my payment on XX/XX/XXXX, in XXXX of XXXX I was surprised to receive a message on my phone stating that I owe money to XXXX when I thought I was paid IN FULL. When I called to resolve they stated that they had called me over 16 times, and sent letters, of which I had no records of either. They said I had over {$190.00} in late fees, which they credited back when they realized they had an incorrect address for me, but said I still owed {$190.00} plus other late fees. After hours on the phone with them, being hung up on by their dispute department more times that I can count, despite being exceptionally patient, they finally told me I could submit my bank statement to show that I paid twice on XXXX  Even after submitting my bank statement & dispute, XXXX refuses to acknowledge their glitch and error that there was no " return '' on XXXX, and still insist I owe them {$190.00} plus additional late fees that have accrued since the " refund '' requested by my bank in XXXX. I also found out that my previously pristine credit score of over 800 has been significantly reduced due to this single issue. In XXXX they sent me a letter stating my " request for a credit '' was received and they were providing me a credit of {$93.00}. When I called Comenity to understand where that number came from, XXXX Credit Card staff told me they did not understand what the credit was even for. They told me that I can only mail another dispute. At this time I researched Comenity and found that they have a XXXX XXXX XXXX rating of XXXX, and hundreds of similar complaints. I filed a complaint in XXXX of XXXX with the XXXX XXXX XXXX and was told by them that Comenity will respond to me directly. I have yet to receive a response from Comenity, now more than 60 days after submitting the complaint. They refuse to take responsibility for their glitch and have significantly harmed my credit. See attachments for supporting documentation and a more detailed explanation.

Company response to consumer: Closed with monetary relief