Consumer complaint received 2019-09-09
Company: Bread Financial Holdings, Inc.
State: GA
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:
I have a XXXX XXXX credit card that was issued by Comenity Bank. The card can be used at XXXX 's as well. I have used this card for over 15 years and never had problems until earlier this year. 

The problem I'm having is that my account is not being credited for returned merchandise. 
Listed below is a breakdown of the purchases and returns in question : Order Placed Return Date Amount XX/XX/XXXX XX/XX/XXXX {$14.00} XX/XX/XXXX XX/XX/XXXX {$17.00} XX/XX/XXXX XX/XX/XXXX {$23.00} XX/XX/XXXX XX/XX/XXXX {$9.00} XX/XX/XXXX XX/XX/XXXX {$24.00} XX/XX/XXXX XXXX $ XXXX XX/XX/XXXX XX/XX/XXXX {$24.00} XX/XX/XXXX XX/XX/XXXX {$4.00} XX/XX/XXXX XX/XX/XXXX {$4.00} XX/XX/XXXX XX/XX/XXXX {$32.00} XX/XX/XXXX XX/XX/XXXX {$26.00} XX/XX/XXXX XX/XX/XXXX {$26.00} *Order was cancelled because item was not in stock. Account was never credited. 

I have several attempts to reach XXXX 's customer service and Comenity Bank. They keep pointing fingers at one another. Comenity Bank claims they didn't get the credits for the returns in a timely manner, resulting in accrued interest and late fees that were assessed against my account. There should not have been interest charged because I was utilizing their deferred interest plan. I paid all of the bills long before the 3 months no interest period expired. 

I received a letter from Comenity Bank dated XX/XX/XXXX that stated XXXX 's had not received my returned merchandise. However, I have attached a copy of order pages from XXXX 's website showing all the payments I have made and the 11 items that were returned. The taxes I paid were never refunded. Also, I have not made any purchases since my last order on XX/XX/XXXX. On XX/XX/XXXX, I reached out to a XXXX 's representative named XXXX via e-mail and sent the following : Dear XXXX : I have a problem with my account that I hope you can help me with. I have returned some items I bought from XXXX 's, but I have not received return credits on the charge account statement that comes from Comenity Bank. Your company shows my balance is {$330.00}, but when I rechecked my statements and orders, figuring in all of the refunds, the balance is {$230.00}. There appears to be miscommunication between XXXX 's and Comenity Bank. I have taken the liberty of including the order information in question below - please scroll down. If I can be of further assistance, please do not hesitate to contact me. She did not respond. 

I received letters from Comenity Bank between XX/XX/XXXX and XX/XX/XXXX respectively citing they were still investigating the situation. Then, on XX/XX/XXXX, I received a check for {$400.00} from Comenity Bank. I was happy that the nightmare was over! 

Or so I thought. I cashed the check on XX/XX/XXXX, then my bank informed me that on XX/XX/XXXX, the check was returned unpaid! I live on a fixed income and this resulted in overdraft fees assessed by my bank. My husband had to give me money to help cover the deficit in my account. At this point, I am reaching out to you in the hopes that you can assist me in resolving this issue.

Company response to consumer: Closed with explanation