Consumer complaint received 2021-07-02
Company: Bread Financial Holdings, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I opened a XXXXXXXX XXXX  credit card with Comenity Bank earlier this year and totally paid off the balance of {$130.00} on XX/XX/XXXX with a {$250.00} credit line available. With this card you can purchase items from several other companies and charge to this one card-shoes, bathing suits, furniture and other brand clothes. On XX/XX/XXXX I called to place an order with items from different places such as XXXX XXXX, XXXX XXXX and XXXX XXXX and XXXX XXXX. I wanted these items to go to the XXXX  to my sons wedding before XX/XX/XXXX too. I was told I could not charge to my XXXXXXXX XXXX  card and had to open a new card and I did for a total of {$170.00}. On XX/XX/XXXX I was checking on order status and nothing had been mailed out and there were estimated delivery dates of 4-6 weeks mid XXXX-after the wedding! I called to completely cancel the whole order since it hadnt been processed and wasnt going to arrive on time. The customer service representative said I could not cancel it and they could not stop the order that had not been processed! However-IF I would open a NEW credit card under XXXX XXXX name-still with Comenity as were XXXXXXXX XXXX and XXXX XXXX-he could get me the order cheaper with express delivery! This would only work for opening a new card and not using the one with credit on it XXXXXXXX XXXX! So I opened another Comenity card-3rd one this year and 2nd one in 5 days XXXX XXXX!! Order total was {$140.00} and arrived XX/XX/XXXX before I left! I had 2 returns = {$32.00} including tax so I should owe XXXX XXXX  credit card {$110.00} to pay off this balance. HOWEVER Comenity decided to charge my XXXXXXXX XXXX card on XX/XX/XXXX a total of {$140.00} with fees and interest! I have called about 10 times, been on hold for over 20 minutes and disconnected and disregarded EVERY time I called to correct this! I was told it doesnt matter what card and I said it matters that you charged my card a day after I opened the new card with the items! Also the upsales is ridiculous and the dings on my credit was unnecessary! Im elderly and feel taken advantage of by their deceptive and predatory sales! And calling for help is truly asking to be abused and treated with rudeness! They never let me talk to a supervisor and would keep switching me to another department-ordering department was in charge of my billing error at Comenity?! I kept notes of each phone call, hold time and ridiculous comments they said to me. They really have NO way to resolve any matters of financial issues and should be fined! Technically they put fraudulent charges on my credit card that I didnt authorize! The XXXX XXXX order finally arrived XXXX and I mailed it right back to them for a full refund is SUPPOSED TO BE DUE TO ME! So exactly WHY did I open THAT credit card-so someone can get a commission?? Exploiting the elderly for what-to decrease my credit????

Company response to consumer: Closed with monetary relief