Consumer complaint received 2022-01-28
Company: Bread Financial Holdings, Inc.
State: NY
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:
Comenity Bank, which administers the Sony Visa card, has engaged in a pattern of bad faith behavior, beginning in XX/XX/XXXX and continuing into XXXX, regarding chargeback disputes I filed against XXXX merchants as a result of travel services not provided during the pandemic. Among other things, they ( 1 ) falsely claimed I didnt file supporting documentation when I filed it immediately via secure email and their customer service supervisors repeatedly confirmed all documentation was received ; ( 2 ) repeatedly closed my disputes right after asking for documentation already received, allowing no time to actually receive any documentation ; ( 3 ) repeatedly failed to notify me that they had closed those disputes ( I only discovered these closings when I called in to ask about other issues, such as part of my provisional credit not being applied for several weeks ) ; ( 4 ) gave me wrong and misleading information on secure email and over the phone ; ( 5 ) in their denials, made conclusions that willfully disregarded evidence I had provided to them ; ( 6 ) refused to correct these false statements contrary to the facts ; ( 7 ) whenever I pointed out these untruthful things, they would reopen a new dispute and give themselves XXXX additional days to consider new evidence that was just my pointing out their conclusions were the opposite of what my previously submitted evidence proved ; ( 8 ) then did not actually reconsider the evidence that was contrary to their false conclusions ; ( 9 ) but may have lied to the Consumer Finance Protection Bureau by saying they needed 60 days to investigate, even though they had just closed the last investigation by saying there was no evidence that they needed to investigate ; ( 10 ) made a mockery of the Consumer Finance Protection Bureau complaint process by responding, at the end of 60 days, that they had resolved my complaints about their dispute process by giving themselves another set of 90 days to investigate the dispute ; and ( 11 ) may have wrongfully reported to credit agencies that I lost XXXX of my disputes even though the merchant voluntarily refunded me right before Comenity denied the dispute as a valid charge. 

Due to the countless instances of bad behavior by Comenity over multiple years, I have had to describe them in a XXXX attachment to this complaint. There are additional supporting documents attached, including my XXXX and XXXX emails with the merchant, and documents and emails submitted to Comenity in those years. I have numbered the attachments 0-6, and recommend you read them in that order. 

The CFPB told me it only helps consumers get a response, but does not judge whether the response is wrong or unfair. It suggested that I file a complaint with the FDIC, which regulates Comenity. However, the FDIC told me that because Comenity had more than {$10.00} XXXX in assets in XXXX, it didn't have regulatory authority over Comenity, and that the CFPB has regulatory authority over Comenity. But the CFPB says it has no enforcement authority over anyone, and it only serves as a vehicle/guide for the consumer to get any kind of response. This unfortunately means that no one is regulating Comenity at this time, to prevent its bad faith practices.

Company response to consumer: Closed with explanation