Consumer complaint received 2023-03-14
Company: Bread Financial Holdings, Inc.
State: MI
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:
In late XX/XX/XXXX, I received an item which I had purchased through an on-line auction site ( XXXX ). The item was stated " New Condition '' and the website has very specific parameters for what qualifies as " New Condition ''. 
The item arrived in XXXX, and was found to be not new condition as was later confirmed through an email directly with the seller ( XXXX XXXX XXXX XXXX  ). The seller ceased communicating with me. 
On XX/XX/XXXX, I contacted Comenity Bank Mastercard to initiate the dispute. I uploaded a written statement and documentation including screenshots of the website requirements, and the emails with the seller. Comenity bank stated that they initiated the investigation, and would have a resolution within 90 days. I uploaded additional supporting documentation on XX/XX/XXXX. I was verbally advised the amount ( {$1400.00} ) would be provisionally credited and no finance charges would accrue. The {$1400.00} charge did appear on my statement. I called Comenity bank to ask if I should pay this amount despite what I was told regarding a provisional credit. At that time they confirmed I should not pay the amount. As instructed, I did not pay the amount and was charged {$27.00} finance charge on my next statement. When I called back in regarding this charge, I was told that I had been misinformed. ( As a side note, during a conversation with XXXX, a supervisor, on XXXX at XXXX XXXX  she confirmed that finance charge should not have been assessed and she reversed the {$27.00} charge ) On XX/XX/XXXX, I inquired about the investigation and was told it may take up to 60 days to complete. In XXXX, they then changed it 90 days for resolution. There were 6 electronic correspondences in XXXX - none offer resolutions of any kind. 
On XX/XX/XXXX, after XXXX minutes on hold, I spoke to XXXX who simply confirmed the investigation was still in process. On XX/XX/XXXX and XXXX, XXXX, I received electronic responses to 2 inquiries regarding status. Those responses simply stated the investigation was still in process. 
On XX/XX/XXXX I called Comenity, and was again told the investigation was in process. At this time I was informed that it could take " 90 business days '' to receive a resolution. I was also told they are waiting on the seller to " work with them ''. ( Why would a seller voluntarily return money for a mistake he made? He will never cooperate willingly, just like he refused to cooperate with me ) It was at this time that XXXX, a supervisor, realized the finance charge error and credited it back to my account. Per Comenity Bank policy, the amount in question ( XXXX ) should have also been reversed until conclusion of the investigation as well - but it was not. 
On XX/XX/XXXX, XXXX AM I called Comenity bank again. First I spoke with XXXX- but she couldn't answer the questions. So she referred me to XXXX, an account specialist. XXXX forwarded me to XXXX, who said they were still working on the dispute- which was initiated on XX/XX/XXXX! 
Clearly I am being stonewalled. They continue to move deadline dates and hope I quit. 
Thank you for your assistance in this matter.

Company response to consumer: Closed with monetary relief