Consumer complaint received 2023-04-21
Company: Bread Financial Holdings, Inc.
State: ID
Product: Credit card or prepaid card
Sub-product: Store credit 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:
On XX/XX/XXXX I filed a purchase dispute with a XXXX XXXX XXXX XXXX XXXX  Credit Card by Comenity Bank for the amount of XXXX. 
The item that was shipped to me was left out in the rain ( its a major electronic ) and had such water damage that the packaging was no longer viable to return. This damage was confirmed via photo from me as well as being marked as delivered damaged by the carrier. XXXX XXXX XXXX refused to take a return on the damaged item unless I purchased a second XXXX electronic so I could swap the damaged packaging for new packaging. 

So I contacted Comenity Bank about this and provided photos of the damaged item, confirmation of the damage from the carrier, as well as the chat thread where XXXX XXXX XXXX  refused to allow a return without me purchasing a second XXXX item. 

Comenity initially responded on XXXX  to my submitted paperwork by stating that I would not be held responsible for the disputed amount while they investigated. 

On XXXX I followed up with Comenity for an update on the dispute because I was still showing the disputed amount on my account with a payment due. I also had an autopay set up so wanted clarification on if I needed to stop autopay on the disputed charge. 

On XX/XX/XXXX Comenity responded with a canned message that did not address my question at all so I asked again about the autopay and being held responsible for a disputed charge. 

On XX/XX/XXXX Comenity responded again with another canned messaged that did not answer the question of being responsible for a disputed charge so I asked a second time .... 

On XX/XX/XXXX Comenity finally answered that I could cancel my autopay however I was still responsible for minimum payment on the disputed charge. I responded that I would have no payment due if not for the disputed amount and questioned if holding me responsible for a disputed charge was correct. 

On XX/XX/XXXX Comenity doubled down and said I did need to make a payment on the disputed charge and I was liable On XX/XX/XXXX I contacted Comenity again because the disputed charge was still on my account and I had not heard anything at all about the dispute. At this point I had also looked up rules around disputes and the FCRA and realized that my rights had been violated by Comenity multiple times at this point. 

On XX/XX/XXXX I got a response from Comenity saying my dispute had been closed on XX/XX/XXXX and I would have to now submit a second dispute if I wanted to have any further action taken. 

I was floored, I literally provided proof of receiving a faulty/damaged item that was confirmed by the shipper. I also had proof that the vendor was not following their own policy or acting in good faith to accept a return without forcing another sale. But now I have had the credit card violate my right under the FCRA in multiple ways. Comenty did not even attempt to investigate this dispute, they held me responsible for disputed charges, and failed to communicate me with about this process at all.

Company response to consumer: Closed with monetary relief