Consumer complaint received 2020-04-30
Company: Bread Financial Holdings, Inc.
State: PA
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:
Summary : I reported fraudulent charges on my account to XXXX Comenity Bank in XX/XX/XXXX. Their concluded investigation apparently did not find the charges fraudulent, but the evidence presented here proves otherwise. During the investigation Comenity Bank reported my account as delinquent to all 3 credit bureaus ( past due 30 days, and past due 60 days ) which decreased my credit score by 149 points. I have excellent credit and have never missed a payment on any accounts that I have opened. I was advised by Comenity that I did not have to make minimum payments while the investigation was ongoing, and all charges on the account were fraudulent, so I did not have a balance that I should have been responsible for. 

Sequence of events : XX/XX/XXXX - I notified BJs/Comenity Bank by phone ( when I received my bill ) of 8 fraudulent charges. Charges were : XX/XX/XXXX - {$100.00} at XXXX XXXX, XXXX NJ. 
XX/XX/XXXX - {$100.00} at XXXX XXXX, XXXX NJ. 
XX/XX/XXXX - {$100.00} at XXXX XXXX, XXXX NJ. 
XX/XX/XXXX - {$100.00} at XXXX XXXX, XXXX NJ. 
XX/XX/XXXX - {$100.00} at XXXX XXXX, XXXX NJ. 
XX/XX/XXXX - {$100.00} at XXXX XXXX, XXXX NJ. 
XX/XX/XXXX - {$75.00} at XXXX XXXX XXXX, XXXX NJ. 
XX/XX/XXXX {$75.00} XXXX XXXX XXXX, XXXX NJ. 
The associate in the fraud department informed me an investigation would be completed and I would receive a new card in the mail. 

On XX/XX/XXXX I locked my card. I received 3 text message alerts from Comenity bank about declined charges because the card was locked. 
XXXX XXXX XX/XX/XXXX {$1.00} XXXX XXXX XXXX, XXXX NJ. 
XXXX XXXX XX/XX/XXXX {$1.00} XXXX XXXX XXXX, XXXX NJ. 
XXXX XXXX XX/XX/XXXX {$510.00} XXXX 
My Comenity bank online account also lists a declined charge on XX/XX/XXXX from XXXX. 

XX/XX/XXXX - When I received my next bill there was a late fee charged ( {$28.00} ). I called Comenity Bank to inquire as to why I was charged a late fee when a fraud investigation was being performed on my account, and why my account has not been closed yet to prevent new charges. The associate assured me all charges would be removed when the investigation was complete and I did not have to continue to pay on the balance during the ongoing investigation. He informed me that the investigation could take up to 3 months and they are not allowed to close the account until the investigation is complete. All of this seems very odd to me as I have had fraudulent purchases on other accounts in the past and the other banks have always 1 ) removed the charges IMMEDIATELY, not incurring interest or late fees and 2 ) sent me a card within 2 weeks, and 3 ) NEVER affected by credit score. 

XX/XX/XXXX I received an alert from Experian that my credit score had decreased 74 points ( XXXX to XXXX ) due to my Comenity account being 30 days past due. 

XX/XX/XXXX Comenity bank closed my account. 

XX/XX/XXXX I received an alert from Experian that my credit score had decreased another 75 points XXXX XXXX ) due to my Comenity account being 60 days past due. 

XX/XX/XXXX I emailed Comenity Bank through online secure messaging inquiring as to why they reported my account as delinquent when an investigation is ongoing? The reply I received informed me that I could make a dispute with the credit agencies, which I did XXXX  and XXXX. 

XX/XX/XXXX - I filed a dispute through XXXX  against Comenity Bank for fraudulent charges. 
XXXX dated XX/XX/XXXX from Comenity We have concluded our investigation into this matter. Based on the information available to use, part of which was supplied by you, we can find no basis to support this claim. We will commence forwarding statements to you reflecting the balance owed by you and providing you a minimum payment amount and due date. 

XX/XX/XXXX I filed a dispute through XXXX  against Comenity Bank for fraudulent charges. 
Letter dated XX/XX/XXXX from Comenity - We have concluded our investigation into this matter. Based on the information available to use, part of which was supplied by you, we can find no basis to support this claim. We will commence forwarding statements to you reflecting the balance owed by you and providing you a minimum payment amount and due date. 

XX/XX/XXXX I called Comenity bank fraud department to inquire as to why and how they determined that they can find no basis to support this claim. The associate notified me that when a dispute is filed with the credit agencies it is their policy to close the original investigation. He notified me that he could re-open the original investigation and pass it onto a Senior Investigator, which I would get a response within 2 weeks. 
I never received a response. 

XX/XX/XXXX I received a statement in the mail with a credit of {$140.00}, late charges and interest were removed from XX/XX/XXXX through XX/XX/XXXX statements. Interest continues to be charged on XX/XX/XXXX statement XXXX {$11.00} XXXX and XX/XX/XXXX statement XXXX {$10.00} XXXX. Fraudulent charges have still not been removed. 

XX/XX/XXXX - I emailed Comenity Bank through online secure messaging inquiring about the conclusion to the original fraud investigation opened in XX/XX/XXXX. The reply I received stated I received the final conclusion in a letter dated XX/XX/XXXX. I did receive the letter, and it came to the same ( wrong ) conclusion that no fraudulent charges were identified.

Company response to consumer: Closed with monetary relief