Consumer complaint received 2020-08-16
Company: Bread Financial Holdings, Inc.
State: FL
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:
To Whom It May Concern, My billing dispute inquiry confirmation numbers are : XXXX and XXXX, dispute transaction XX/XX/XXXX XXXX XXXX. XXXX NY - {$880.00} and XX/XX/XXXX XXXX XXXX. XXXX NY - {$880.00}. 

I tried to resolve this dispute several times with XXXX VISA -  Comenity Capital Bank. The first letter was sent on XX/XX/XXXX with all documents that they requested ( Cancellation of flight letter from XXXX XXXX XXXX, XXXX, Invoice from XXXX ). I have a receipt from USPS with the tracking number ( XXXX XXXX XXXX XXXX XXXX XXXX ), which confirmed my letter was delivered to your XXXX XXXX XXXX XX/XX/XXXX. Since that time, Comenity never contacted me or asked for any additional information. Instead my dispute was NEGLEGEBLY investigated and WRONGLY closed. 
I received a letter dated XX/XX/XXXX stating that my dispute was closed and I need to contact XXXX XXXX directly and they should be able to refund my tickets due to COVID-19 policy in place. That in fact shows that they never read my first letter in detail where I explained that the tickets were purchased through a XXXX XXXX XXXXXXXX. I had to spend a lot of time on different calls to Comenity customer service. I spoke to several representatives, as noted on my account, XXXX, manager XXXX, XXXX, XXXX explaining over and over to them that I paid directly to XXXXXXXX XXXX XXXX and not XXXX XXXX. After which the dispute was reopened on XX/XX/XXXX. I call several times after that to make sure that the dispute is being worked on and the original letter was received, and no additional information was required or requested. Comenity representatives assured me that everything has been received and nothing needs to be done on my side. 
I received another latter dated XX/XX/XXXX stating that my dispute was closed again because I did not provide the requested additional information ( WHICH WAS NEVER REQUESTED FROM ME ). They suggested that if I want the dispute to be considered and possibly reopened I need to send more information. 
I sent Comenity all the information again. In addition I attached several documents that prove that XXXXXXXX XXXX XXXX is fraudulently extorting money out of me for services that where not provided and will be breaking the law by holding my funds up to 6 months before releasing them. ( Please see attached USDOT Refund Policy and Time Frame ) REASON FOR THE DISPUTE : XXXXXXXX XXXX XXXX refused to give me my full refund for the service I paid and ask me to pay them directly a fee of {$250.00} so that they would request my ticket to be refunded or issue me a voucher from XXXX XXXX for the flight that were canceled. As per United States Department of Transportation Enforcement Notice regarding refunds by carriers given the unprecedented impact of the COVID-19 public health emergency on air travel issued on XX/XX/XXXX https : XXXX ( See attached USDOT Refund Policy ), obligation of airlines to provide refunds, including the ticket price and any optional fee charged for services a passenger is unable to use. 
On XXXX website it says that it will take them six ( 6 ) months to even consider the refund request to refund the money. ( See Attached Apply for Refund Inquiry for XXXX ) As per United States Department of Transportation ( See Attached XXXX Refund Time Frame ) if a passenger is owed a refund, an airline, travel agent, or online XXXX XXXX MUST process it withing seven business days if the passenger paid by credit card. 
I also filed a complaint with USDOT in regard to the unfairly prolonged refund time of XXXX. 
The XXXXXXXX XXXX XXXX DID NOT PROVIDE ME WITH THE SERVICES THAT I PAID FOR. THEY ARE TRYING TO FRAUDULENTLY EXTORT ADDITIONAL MONEY FROM ME. 

RESOLUTION : I am looking for a full refund on my purchase of the airline tickets. 

I have not heard back from the Comenity Bank. 

Thank you for your time and consideration in advance

Company response to consumer: Closed with explanation