Consumer complaint received 2018-02-18
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:
To Whom It May Concern, My name is XXXX XXXX, I obtained credit with XXXX XXXX  on XX/XX/XXXX and purchase a few items for my grandchildren. I later returned the items to the store in XXXX because there grandfather had already made a purchase at XXXX XXXX for the grandkids, however I can not remember the date. As months passed I started to receive calls that I was past due on my monthly payment. I didnt make payments because I returned the merchandise. I made payments on the credit card due the negative reporting and after not receiving a phone call from a representative to resolve the return merchandise I proceed to make payment in good faith that this error will be rectified. I have spoken to several representative about this unresolved issue but have not received any resolution. I spoke with XXXX who provided me with a case number and receipt via email and instructed me take the receipt to the XXXX store and have the store Manager resolve this issue because they will have access to identify the return. Also if the event the store manager could not resolve this issue then call back and reference to case number XXXX and they would handle it. I spoke with XXXX recently on XX/XX/XXXX and informed her of the issue and she stated why the store didnt credit the account. I stated because they are unable to locate the account in the system and I do not have a newly issued card from XXXX XXXX. In the past months I have spoken with several representative and received numerous instructions to contact the store where I purchased and returned the items, too I can not locate your account in the system, basically at the end of the day there has been absolutely no resolutions with conveying the information to the XXXX XXXX  store manager in XXXX, XXXX XXXX or XXXX XXXX Customer Services. 
I went into the XXXX location on several occasions and spoke with XXXX XXXX, the store manager store on several occasions. I have to give praise where it is due! This lady has provided outstanding customer service then I have received from upper management levels via customer at XXXX XXXX and XXXX XXXX Customer Relations. It warms my XXXX that there are still people like XXXX that will go above and beyond to provide exceptional customer services, even in the midst of her changing store locations she returned my calls and tried to assist me in any way she could. She apprise me that when I opened the account it was with XXXX which is no longer a provider of XXXX XXXX and that because I was never issued a new card she would have to speak with her manager. 
On XX/XX/XXXX I spoke to XXXX, ref # XXXX and he informed me that the {$190.00} would be reversed to my account and they would submit documentation to update my credit file. He also stated that it could take 7-14 busines days and about 30-45 days to update on my credit file. I recently to a hit of a 49 points to my credit file on XXXX. 
I contacted XXXX XXXX about 20 days later to find out that I was given the wrong information. The representative was very rude. She went on to say that they could not find the transaction and that in order for my account to be credit the {$190.00} that I would have to produce a receipt. This is unacceptable. I can not find the receipt however XXXX stated the store level would handle this matter. 
Lastly, I am a victim of Hurricane Harvey here in XXXX Texas, prior to the hurricane I was planning to refinance my house. Now I am faced with damages that needs repairing to my existing home however this account has weighed heavily impacted my credit negatively and tremendously with XXXX XXXX and XXXX that I am unable obtain a SBA loan to get repairs completed or refinance my home at this time When I opened the account it was {$250.00}, now my balance is {$540.00} with a most recent increasement of {$37.00} reported to all 3 credit bureaus. I would like the balance of XXXX update and contact the ( 3 ) credit bureaus to update my credit report with to remove the negative reporting. I the meantime I have tried to make payments on the account which I am obligated to because the account is current if the XXXX would be applied and the late fees of XXXX would be removed. I have since continue to dispute this account because this account has Thank you in Advance, XXXX XXXX

Company response to consumer: Closed with explanation