Consumer complaint received 2023-01-14
Company: Bread Financial Holdings, Inc.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am trying to recover {$6600.00} from Comenity Bank that was deposited erroneously in a credit card account that I did NOT authorize. I asked Comenity to close the account and refund me the credit. Comenity closed the account and confirmed that a refund is due me ( see attached documentation ). They have twice mailed me checks that could not be deposited into my XXXX XXXX  XXXX XXXX account ; the checks are VOIDED checks. The Comenity customer service reps tell me the checks are good, although void is visible on the checks. Void is noted on the account statement for each refund check ( document attached ). They have refused to refund me via electronic direct deposit into my XXXX XXXX XXXX  account. I do not want another bad check. I want them to direct deposit my refund for {$6600.00} as requested into my checking account. If you need additional information, I will be able to provide it after XXXX XXXX, as I will be travelling. 
Background : I had a XXXX XXXX credit card with XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX. When XXXX reported that they were transferring their XXXX  credit card to Comenity, I did not validate the Comenity XXXX  credit card. I did NOT open a XXXX  XXXX  credit card account with Comenity. The Comenity account was created with a user name, password and email ( not my email ) generated by XXXX. 
I opened a new XXXX  travel credit card with XXXX. I paid for a trip with my new XXXX  credit card. I paid my XXXX  credit card through my XXXX  account with XXXX XXXX XXXX bill pay for the amount of {$6600.00} on XX/XX/XXXX. I noticed that the funds were withdrawn from my XXXX  account, but were not credited to my XXXX  credit card. Upon investigation, I realized I had the old XXXX XXXX XXXX account number on my XXXX XXXX XXXX pay instructions. That is when I discovered that XXXX had transferred my XXXX XXXX XXXX to Comenity and forwarded the {$6600.00} to a Comenity account. I did not validate the account, and do not owe Comenity anything as I have no credit card with Comenity. The Comenity account has a credit of {$6600.00} ( documentation attached ). 
I contacted the Comenity Fraud Department and a representative helped me get access to the Comenity account so that I could monitor the closing of the account, and the refund she promised I would receive by check in the mail on XX/XX/XXXX. I received the check, went to a XXXX  branch to deposit the check. XXXX could not deposit the check as it was a voided check. I called Comenity and was promised another check. On XX/XX/XXXX, I received the second check and tried to deposit it again at my XXXX  branch. The second check was also voided. 
On XX/XX/XXXX, the banker at XXXX, a XXXX XXXX banker and I called Comenity to request a direct deposit of my refund to my XXXX XXXX XXXX  account. After more than an hour of transfers and holds we spoke with the expedited refund department. XXXX XXXX faxed the requested information the same day, XX/XX/XXXX, to process an expedited direct deposit. They refused to provide us with a phone number to confirm receipt of the fax and information needed to process the direct deposit. On XX/XX/XXXX, XXXX XXXX and I tried to call Comenity to confirm receipt of the fax. We were never able to speak to the expedited refund department. We spent XXXX hours on the phone being transferred to reps that could not help, put on hold, told again that the check I received was good, transferred to more reps that could not help. Finally, we were transferred to a person that promised to expedite my refund. She took my XXXX  account information. She told me I could call her on XX/XX/XXXX to get a status of my expedited refund via direct deposit. She gave me the name XXXX and gave me a phone number to reach her : XXXX. I called her on XX/XX/XXXX as she said I could, and left messages for her. She did not return my call. I have not received the direct deposit refund.

Company response to consumer: Closed with non-monetary relief