Consumer complaint received 2018-04-26
Company: Bread Financial Holdings, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
My attorney sent the following statement ( after this paragraph ) to the organization I purchased the certification prep course from. Additionally, I sent this statement to PayPal when I filed my dispute. However, when the decision came back not in my favor, I filed an appeal. I was not told what the appeal process was by their customer service staff or customer service managers. Furthermore, this information was not on their website. My appeal was denied because, " I failed to present evidence that showed that the service delivered was not as described ''. However, from the statement below you can clearly see that the services that were rendered by XXXX were not clearly delivered. Paypal also did not provide feedback regarding questions I outlined in my appeal or any of the issues I outlined in my appeal. The reason I am raising this complaint is I should be covered by Paypal buyer protection. I also do not feel that their dispute/appeal processes are clearly outlined. Additionally, the response to the appeal did not adequately describe why buyer protection would not be enforced with this particular transaction. I can attach documents supporting my case Statement sent to XXXX and a similar statement was sent to Paypal during the dispute and appeal process -- -- -- See the statement below It has come to our attention that Mr. ( Person Filing Claim ) submitted payment in the amount of {$1200.00} via PayPal to your company, XXXX  for a 4-day Project Management Professional ( PMP ) Prep Course scheduled XX/XX/2018 at the XXXX XXXX XXXX XXXX at XXXX XXXX XXXX in XXXX, Texas. 

At the time of purchase, it was indicated by a representative of your company, XXXX XXXX, that the services would include a number of things that were not provided to our client. There was both a misrepresentation of goods and services, as well as a misrepresentation as to who was delivering the course. Our client arrived at the course expecting training from your organization, but was instead directed by a different organization, XXXX XXXX, a company with whom it was never mentioned would be overseeing the training program. In addition to your organizations falsification of training expectations, the environment provided for course administration was hardly conducive to learning. It has become apparent that there was excessive noise, inadequate instructor materials, and unsanitary restroom and training facilities as referenced by the pictures hereto attached. 

Our firm would like to take the time to name a few discrepancies in your organizations materials versus what Mr. ( Person Filing Claim ) received at the course. Your organization provided a course outline referencing numerous things that were never received by my client ; ( 1 ) 60 days e-Learning Access, ( 2 ) Industry based case studies, ( 3 ) 35 contact hours certificate, ( 4 ) Trainers notes, ( 5 ) PMP exam application assistance, ( 6 ) 24/7 customer support, and ( 7 ) 4 Full- Length PMP exam practice tests with 800 PMP exam prep questions. In addition to the aforementioned items, your company referenced group activities in the outline received by my client, which were neither presented nor possible due to the fact that only two ( 2 ) students were present for the course, Mr. ( Person Filing Claim ) and XXXX XXXX. 

Furthermore, your outline states XXXX presentations would be available for the course. The XXXX presentations received by Mr. ( Person Filing Claim ) were substantially different than the ones taught by the instructor ( as seen attached ), and Mr. ( Person Filing Claim ) never received the XXXX slides actually used. It was never communicated to my client that he would need to bring a computer with him to training and there were no projectors made available, therefore because the XXXX presentations given to him by XXXX were substantially different than those used by the instructor and never received by my client, the course was impossible to follow. 

It was also misrepresented in your outline that each student would receive a XXXX XXXX, 6th Edition, when in fact the book provided was illegally photocopied and distributed to the students, as indicated by the watermark on the photocopies. The material provided is in direct infringement of XXXX  copyright and your unlawful use of this material without a valid license is considered copyright infringement and in violation of U.S. Copyright Law, Title 17 of the United States Code. A scanned copy of one page of the works that were unlawfully appropriated by you to my client is attached to this letter for your reference. 
Your company ( XXXX  ) advertises a 100 % Money Back Guarantee provided such within the outline received by our client. In accordance with that policy, the purpose of this letter is to demand a full refund of the {$1200.00} paid by Mr. ( Person Filing Claim ) to your organization as damages and compensation for the unsatisfactory misrepresentation of your training course and materials. 

If you do not comply with this demand within fourteen ( 14 ) days, Mr. ( Person Filing Claim ) is entitled to seek monetary damages and equitable relief for your misrepresentation of goods and services. In the event you fail to meet this demand, please be advised that Mr. ( Person Filing Claim ) will pursue all available legal remedies, including seeking monetary damages, injunctive relief, and an order that you pay court costs and attorneys fees. Your liability and exposure under such legal action could be considerable. 

I recommend that you consult with an attorney regarding this matter. If you or your attorney should have any questions, please contact me directly. We look forward to amicably resolving this matter and appreciate your cooperation. 


Sincerely, XXXX XXXX, J.D. ( My attorney )

Company response to consumer: Closed with explanation