Consumer complaint received 2018-10-25
Company: Bread Financial Holdings, Inc.
State: MN
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:
{$3000.00} was charged to our accountXX/XX/XXXX. XXXX XXXX selling online website access used for XXXX to connect w/local businesses. Program had a 1yr money back guarantee. Company omitted to disclose terms of the refund policy- critical to the contract. I immediately wrote to the Corporate office to cancel due to fraud. They record all sales calls, reviewed the tape, & admitted the " 100 interview minimum '' was not disclosed as a condition leading me to believe the money back guarantee was different than it was. They would change the terms to make it right- or I could cancel. Changes to the contract were suggested & approved by the CEO- but they refused to put the new terms into contract & allow me to review/approve/sign. Start dates, refund terms & yr after yr contract renewal made this critical. The website was never given to me- & I had no access to see/use the program. XXXX stopped communicating- and I filed a dispute w/XXXX XXXX credit card to recover the {$3000.00} charged, & services not received, along with fraud & no contract provided. XXXX 's response they lied- stating " their error was resolved, they made changes agreed to by me, and they've upheld their contract terms. '' The credit card issued a denial- keeping the charges on my account. Once receiving the decision, I contacted the dispute department & informed them as instructed that an error was made. Customer service opened another dispute explaining & sending additional proof, and it came back again denied " decision made stands, no additional info received ''. This was not correct- as I sent over 20pgs of emails & other proof. I called and explained to customer service- and they filed another dispute. Proof was sent as instructed, and reply was " charges were paid in full- unable to reverse. Previous decision stands ''. Frustrated, and at the same time as still trying to work with the company, I called customer service again to explain. This was a very unique situation, and unable to speak & explain to the Dispute Dept directly- they were not understanding & could not be reviewing all the info I was submitting for dispute. I was transferred to a supervisor to explain, and he filed another dispute. I again faxed & mailed proof w/additional/new proof received since I was still trying to resolve with the company directly. Months passed, and it was denied stating " issue has been reviewed- no new info given- decision stands ''. Customer service is my only option to speak to anyone, and they assure me I've done all I need to, canceled w/the company, filed a dispute, sent proof & it does not matter my balance is paid in full each month to avoid finance charges. The last 2 disputes were in XX/XX/XXXX ( with proof no contract was provided & website access/services were never received ) - another recently in XX/XX/XXXX( no response fm dispute dept as of yet ). ** {$3000.00} was charged- fraud was admitted, contract was never amended/provided, service was never received. XXXX XXXX dispute denied due to this lie- but I do not feel they're reviewing the proof sent or explanations from supervisors in Customer Service . I have clear & undisputable proof of absolutely everything and anything they could need to show the company was deceptive & didn't provide the service they charged me for- but I keep getting generic denials repeating " no new info '' or " balance paid- time outside of allowed dispute ''. I DID dispute within the appropriate time- and now am trying to explain the companies deception along with proof start to finish. Customer service for the credit card states they are the only ones available to speak with, and the dispute dept can not be spoken to. They are NOT following their own procedure as they tell us on dispute answer letters, " If you feel an error was made, please contact & provide verification for review ''. I have done this over and over, and all I'm doing is running in circles- providing more and more info, and getting replies that don't make sense- reverting back to old reviews & not reviewing info sent as supervisors confirm they will. Please help!

Company response to consumer: Closed with explanation