Consumer complaint received 2021-12-03
Company: Bread Financial Holdings, Inc.
State: TX
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:
Since late XXXX I have been disputing XXXX orders on my New York and Company department store credit card issued through Comenity bank. 

I reached out to NY & C in XX/XX/XXXX a month after below items were returned to their facilities. Upon speaking with the NY & C rep he indicated the returns were not in their system. However, I used a preprinted label provided by NY & C and I received a system generated email from NY & C indicating the items were in transit and I could expect to see a refund in XXXX days. Well due to XXXX  I gave additional time before calling NY & C back regarding the refund to my card. Upon calling XXXX was later the same issue existed wherein there was no record of the orders being returned. Please know, I ordered and returned an item since then and had no issues in receiving a refund. Tracking shows the package for the disputed items was received at their facilities. So the package was apparently lost after receipt to NY & C facilities. 

At this point I reached out to Comenity to dispute the orders since it was obvious the package was lost by the merchant after receipt on their end. 

Communicating with Comenity has been a nightmare. I logged into my account and disputed the orders approx. XXXX times per their procedure and each time they would indicate for me to call them to file a dispute or they would address other aspects of the message. It was indicated in a few Comenity messages that disputes must be submitted in writing, so I continued to attempt to file the dispute through their secure message center. After nearly XXXX days of dealing with various responses from Comenity when trying to submit my dispute in writing I broke down and called Comenity to file my dispute over the phone. Unfortunately Comenity does not issue case or reference numbers, but rather a letter ( via US Mail only ) acknowledging the dispute. 

As of this complaint to CFPB I have only received a partial provisional credit for items purchased in XXXX and returned in XXXX, within their return window. 

When attempting to get a status from Comenity Ive been told it takes XXXX days apparently before I can get any status update -how absurd in XXXX. 

When checking my card statements I see that Comenity has done something i consider unethical, because they have retroactively updated previously issued card statements to make it look as if the provisional credits were issued back in XXXX and XXXX when Im fast they were not issued until XXXX. 

Please can you help me resolve this issue as it has been XXXX dealing with this and I have cancelled all of my credit cards issued by Comenityat least XXXX. Ive been a NY & C/Comenity card holder for XXXX  years and I have never experienced this when returning items, this is the last active Comenity issued card and Id like to close it ASAP but I can not until this disputed items issue has been resolved. 

Disputed amount {$500.00} Disputed Transaction details : # XXXX {$300.00} PURCHASED on XX/XX/XXXX. 
# XXXX {$86.00} PURCHASED on XX/XX/XXXX. 
# XXXX {$110.00} PURCHASED on All items were returned in one box and each order was in a separate bag with order details enclosed for each returned order. 

Over the past XXXX yrs Ive always returned multiple orders in XXXX boxes using their labels -which by the way cost me {$7.00} per return which is deducted from the order refund. 

I can screen shot the secure message communications between Comenity and myself and I have the names of the person I spoke with at NY & C as well as the Comenity bank representative who submitted my disputes. I can send all info via email.

Company response to consumer: Closed with explanation