Consumer complaint received 2018-08-17
Company: Bread Financial Holdings, Inc.
State: CA
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 made a purchase at a XXXX XXXX store for a new sofa, chair and ottoman. I was told the sofa was in stock on the date of my purchase ( XX/XX/2018 ) and that I would be charged for the sofa as it was not considered a special order. I proceeded with the purchase and scheduled the delivery of the merchandise for XX/XX/2018. I received a call on XX/XX/2018 letting me know they had made an error and the merchandise was not actually available or in stock and there would be a 60 day delay. I asked for a refund as I had already been charged and paid off my account balance and was told that this would be processed. On XX/XX/2018 XXXX XXXX refunded the amount of {$2700.00} and again on XX/XX/2018 XXXX XXXX refunded the same amount in error. On XX/XX/2018 they caught their error and reversed the charge and it showed on my account as an Ecommercecallcenter charge as I had called to ask about the refund that I had not received. On XX/XX/2018 XXXX XXXX charged me for the remaining items in the order ( chair and ottoman ) in the amount of {$1900.00} and proceeded to charge me again for the sofa onXX/XX/2018 in the amount of {$2700.00} and also charged my account for a provisional credit reversal of {$2700.00} which made my outstanding balance as of XX/XX/2018 {$7500.00}. I immediately called them again and was told that they would correct this to reflect the credits for all of this and was only provided an adjustment for {$1900.00} on XX/XX/2018 and {$2700.00} on XX/XX/2018. I again called concerning the {$2700.00} that I had been charged for and had paid in full and was told that they would start a dispute resolution to rectify the situation on XX/XX/2018. I received an email on XX/XX/XXXX indicating that they were still researching the overcharge and I again requested the refund of the amount I had of {$2700.00} for merchandise that I never received. I requested and received another message on XX/XX/XXXX indicating the account was still in dispute and to expect a message within 30 days. On XX/XX/2018 I received an email from XXXX XXXX ( the credit company for XXXX XXXX ) indicating that XXXX XXXX determined that I had no funds due back to me. I again sent in the supporting account summary, XXXX spreadsheet of the charges and credits on my account and was told that they would research it further. I have filed for status on XX/XX/2018 and supplied the same supporting information and documentation on XX/XX/2018 and received the generic response back on XX/XX/2018 that they would research this and respond within 30 days. I have spent hours of my time on the phone and emailing with XXXX and XXXX XXXX and have even reached out to the parent company XXXX XXXX trying to resolve this matter with no luck or progress made. I do not know what to do next as their company has had my money since the beginning of XXXX when I paid the account in full for something I never received but was charged for. Please let me know what steps and rights that I have to proceed.

Company response to consumer: Closed with monetary relief