Consumer complaint received 2020-10-07
Company: Bread Financial Holdings, Inc.
State: TX
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 cancelled an order for a desk chair in XX/XX/2020 from XXXX XXXX. The company called me to inform me that due to Covid - they would not be able to guarantee delivery due to covid so gave the opportunity to cancel - which I told them to cancel. At that point - the order disappeared from my customer profile. In XXXX I was charged for the chair. {$970.00} on my Comenity Credit Card account. The chair was never delivered but I have been charged. Last week - I called and a customer service rep said he would credit my account immediately while they do an investigation - to date - I have not received any credit. 

In XXXX - I went online to the company From : You Sent : Wednesday, XX/XX/2020, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Refunds Message ID : XXXX The charge on XX/XX/XXXX for {$970.00} is for an order that was cancelled in XXXX. I have spoken to XXXX and asked for a refund - I am disputing the charge and the furniture was not delivered. 

I then sent a written dispute to the company which they acknowledged receipt and said they would investigate. The following are the other online communications I have filed. 

From : Comenity Bank Sent : Wednesday, XX/XX/2020, XXXX AM ( ET ) To : You Subject : Re : Other Message ID : XXXX I am with Comenity Capital Bank, which handles everything related to your credit card account. 

We apologize for any inconvenience you've experienced. We'll use your feedback to provide the best customer service possible. 

Please be informed that a letter addressing your concern has been sent to your mailing address on XX/XX/2020 and will reach you within 7-10 business days.

If you have any questions, please click the reply button. 


Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I received today by mail acknowledging your received my written dispute but has rejected it. I would assume that your credit card company is governed by the same laws other credit card companies are. I should not be charged for a product that was never received. Please credit my account for the disputed amount. 

From : You Sent : Tuesday, XX/XX/2020, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX I received today by mail acknowledging your received my written dispute but has rejected it. I would assume that your credit card company is governed by the same laws other credit card companies are. I should not be charged for a product that was never received. Please credit my account for the disputed amount. 

From : Comenity Bank Sent : Monday, XX/XX/2020, XXXX XXXX  ( ET ) To : You Subject : Re : Other Message ID : XXXX I am with Comenity Capital Bank, which handles everything related to your credit card account. I'm happy to help you today. 

Thank you for contacting us we are looking into your dispute. 

Until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies. Please keep in mind that to protect your rights under the Fair Credit Billing Act, we need you to provide the dispute in writing. See the back of your statement for more information. We appreciate your patience. 

If you have any questions, please click the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Disputed Transaction - As per your policy - I sent a written dispute for a charge for a product that was cancelled and has not been received. 
This letter was sent to you on XX/XX/XXXX well before the deadline for submission of a disputed transaction. Please confirm that you have received this and also please credit my account for the {$970.00} Disputed charge. Thank you for your cooperation. 

XXXX XXXX [ Attachment 1 Type : application/vnd.openxmlformats-officedocument.wordprocessingml.document Name : disputed comenity charge.docx ] From : You Sent : Sunday, XX/XX/2020, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Other Message ID : XXXX Attachments : disputed comenity charge.docx Disputed Transaction - As per your policy - I sent a written dispute for a charge for a product that was cancelled and has not been received. This letter was sent to you on XX/XX/XXXX well before the deadline for submission of a disputed transaction. Please confirm that you have received this and also please credit my account for the {$970.00} Disputed charge. Thank you for your cooperation. 

XXXX XXXX More correspondence From : Comenity Bank Sent : Saturday, XX/XX/2020, XXXX XXXX  ( ET ) To : You Subject : Re : Other Message ID : XXXX I am with Comenity Capital Bank, which handles everything related to your credit card account. 

We apologize for any inconvenience you've experienced. We'll use your feedback to provide the best customer service possible. 

We would like to take this opportunity to inform you that, we are still working on your dispute. You will be informed as soon as your dispute is resolved. We appreciate your patience in this regard. 

If you have any questions, please click the reply button. 


Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I spoke with a Comenity representative- XXXX XXXX on XX/XX/2020 regarding our disputed charge of {$970.00} - which has been in dispute since XX/XX/2020. He stated that we would receive a credit in the amount of the dispute pending the investigation of the claim. He said it would be immediate. This credit has not been issued and given that we are paying interest on a disputed claim where under the Fair Credit Billing Act - the disputed charge should have been reversed at the minimum in early XXXX when you received our WRITTEN dispute. Even though you can go through my online correspondence and see this has been ongoing for now 4 months.

Today - this charge is still showing as outstanding on our account.

Please reverse this charge immediately or I will proceed to file a complaint to the FTC about the conduct of Comenity. And their lack of adherence to this Act. I have done EVERYTHING that you have required under this law and now it is your turn to adhere to the law.

Company response to consumer: Closed with monetary relief