Consumer complaint received 2023-09-23
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit 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:
The purpose of this complaint is to get a refund of the {$88.00} I have claimed was a charge in error by the waitress who said the charge was merely to guarantee that a minimum purchase would be made and that instead of modifying the first charge to include the total charge, she rang up the second charge independently. The credit card company, Caesars Rewards Visa Signature ( by Comenity/Bread Financial ) has claimed an investigation resulted in receiving information from the other side, but the credit card company is refusing to provide that response to me despite repeated requests. Here are the more specific details : I went to XXXX XXXX  at the XXXX  XXXX  in XXXX  XXXX at XXXX XXXX on the day of the XXXX  games of the XXXX XXXX  final XXXX ( XX/XX/2023 ). XXXX XXXX is part of Caesars Property- which is independent of the caesars total rewards credit card I was specifically told by the server/waitress that there was a minimum purchase for the seats, but that if i exceed the food/drink minimum i would not have to pay for the seats. I knew we would meet the minimum so i provided her my car and she ran the card and i signed the receipt for {$88.00} using my Caesars Reward Visa Signature ( by Comenity ). We ( my friend and I ) easily exceeded the minimum purchase and at the end of the night the waitress ran my card and i signed the receipt. It was not until later that i realized that both charges ultimately posted. I contacted the credit card company and caesars customer service and explained the issue. Caesars told me they saw two charges and they both appeared to be correct as there were two charges. Since it had only been a few days I asked Caesars to please speak with the server to verify what the server told me ( only 1 charge if I met the minimum ) so that the issue could be cleared up and that the first charge for {$88.00} could be removed and they would keep the {$200.00} charge. Caesars responded on XX/XX/XXXX that they could not reach out to the server directly. I asked Caesars that since they would not reach out to the server could they reverse the charge. Caesars responded that I was welcome to formal dispute through my credit card. Shortly thereafter I followed up with my earlier phone call to Caesars Total Reward Credit Card with a written dispute per their statement instructions. I provided the email communication with Caesars which included that they would not ask the server and that i was welcome to do a formal dispute. 
At first I was given a temporary credit and a letter that i would be advised of the result. I did not receive the results but i did notice that on XX/XX/2023 the credit had been removed. I contacted customer service but the representatives could not tell the results of the investigation. After a few requests, on XX/XX/2023 I finally received a copy of the letter dated XX/XX/2023 but the letter referenced that " we have enclosed a copy of their response for your records. '' However, i have repeatedly asked for a copy of what response was received from ringers or caesars considering Caesars had told me they would not even ask the server if my representation of the first charge was correct. Caesars Total Rewards refuses to provide me a copy of what was received in response from Caesars or any records supporting a decision to deny my claim -- once again, i find it hard that there could be a response since Caesars told me, in writing, they would not reach out to the server. Even though the event took place at at a Caesars Property in XXXX XXXX XXXX XXXX XXXX ) and the credit card is Caesars Total Rewards ( by Comenity ) I am not suggesting that is the issue. The issue is that the credit card company wont provide the response they received to deny my claim, and if they did receive a response, its unlikely that the response could have overcome the fact the facility would not even ask the server to confirm what i claim she told me.

Company response to consumer: Closed with monetary relief