Consumer complaint received 2021-05-18
Company: Bread Financial Holdings, Inc.
State: DE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
Comenity Capital Bank has failed to properly respond to my questions, instructions, has overcharged me in interest and penalties while in position of money that they received back from XXXX. Highlights and details follow : 1. Comenity Capital Bank failed to close my account when requested. 

By certified letter dated XX/XX/XXXX ( letter was delivered at XXXX XXXX on XX/XX/XXXX ) I requested that my charge account be closed. 

Comenity Capital Bank continues to accept charges on my account even from businesses who do not have my current assigned account number. 

Comenity Capital Bank still has not closed my account as they mailed me a new credit card sometime in XXXX or XX/XX/XXXX. Of course, I did not activate this card. 

2. Comenity Capital Bank accepted charges to my account from businesses where I had set up auto charges, however, they did not have my current account number and expiration date. I had set up auto charges with XXXX, XXXX, XXXX, etc. in the past. However, I never provided these businesses with my current Comenity Capital Bank credit account number. Since setting up my auto charges, my account number had changed as well as my expiration date. 

3. Failed to stop auto payment from my bank checking account after I instructed them. 

By certified letter dated XX/XX/XXXX ( letter was delivered at XXXX XXXX on XX/XX/XXXX ) I requested that my auto payment be canceled. I stated that I would pay my final invoice by check. I wrote and mailed a check ( XXXX ) on XX/XX/XXXX for {$450.00}. Comenity Capital Bank took {$450.00} from my bank checking account on XX/XX/XXXX. They also cashed my check for the same amount. 

4. Comenity Capital Bank appeals to have received back the improper charge from XXXX for {$1000.00} but has not acknowledged this to me. 

XXXX XXXX XXXX charged me for an account in Germany ( including 16 % German Tax ). I had never done business with XXXX XXXX XXXX and never provided them with my credit account. I did have a XXXX account in USA that I have since closed. 

XXXX notified me by email letter that the payment of {$1000.00} was withdrawn by the bank. ( see attached letter ). 

By my Certified letter ( XXXX ) dated XX/XX/XXXX, I requested the status of the improper charge of {$1000.00} from XXXX. I provided them a copy of the XXXX email letter. 

Comenity Capital Bank notified me by letter dated XX/XX/XXXX and XX/XX/XXXX, that they had received my follow up letter and noted that the disputed amount my have involved fraudulent activity and needed to be researched. 

Comenity Capital Bank notified me by letter dated XX/XX/XXXX that they had concluded their investigation and found no basis to support my disputed claim. 

Comenity Capital Bank still did not state whether they had received the money back from XXXX. 

5. Comenity Capital Bank continues to charge me interest and penalties even through my account should have a credit of {$300.00}.

Company response to consumer: Closed with monetary relief