Consumer complaint received 2018-12-06
Company: Bread Financial Holdings, Inc.
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
On XX/XX/XXXX I ordered a leather home theater recliner, utilizing my XXXX XXXX, XXXX credit card to take advantage of 12 month interest free financing for my {$830.00} purchase. I received an order number of XXXX with a ship date of XX/XX/XXXX. While checking the status of my order a few days later on XXXX 's website, I saw that the item was updated to " backordered '' until XX/XX/XXXX. On XX/XX/XXXX, I spoke with XXXX representative, XXXX who emapthetically listened to my overrall dissaticfaction and eventullly agreed to cancel my original order ( the backorder ) and submitted a replacement order for a similar item, honoring the same price of {$830.00}, 12 months interest free financing, and an expedited delivery. I was reasonably satisfied with the resolution. 

XX/XX/XXXX, I opened an email from XXXX referencing some sort of billing issue for the replacement order. I promptly called and was routed to the same representative, XXXX with whom I'd previously spoken. XXXX stated that their " system '' had refunded my XXXX credit card the equivalent of my purchase without having first debited my XXXX credit card for the purchase and they were unable to delete the refund. Not understanding how their internal system issues were any of my concern, I suspected XXXX was more or less calling to alert me that my account statement might be messed up until they figured out their billing faux paus. However, my assumption was wrong. XXXX asked me if I could use a different credit card to pay for the replacement order. What???? This suggestion wasn't just a poor business request, it made zero sense!! I prompty declined her request, reiterating my original order was placed using my XXXX credit card, utilizing the 12 months interest free financing. I don't recall XXXX 's exact words, but she said something along the lines of, she figured that woud be the case. She then asked to put me on hold while she spoke with her supervisor. After waiting in silence for several minutes, XXXX notified me it would just be a little longer. Rather than continuing to wait on hold while XXXX decided how to fix their problems, I simply advised XXXX that whatever they needed to do to rectify the issue, she could call or email me with the resolution, to which she agreed. Later the same afternoon, I checked my email and discovered I had received two, {$400.00} e-gift cards from XXXX. So awesome! I then accessed my XXXX online account and was able to see that my credit line had decreased by the amount of {$830.00}, my seating purchase. I was pleased to find that XXXX had appropriately billed my account and even more pleased they sent me e-gift cards, which I promptly redeemed for additional XXXX merchandise. I was wow'ed by their customer service, having recognized the frustration of my situation and that of a valued customer. 

Shortly thereafter, I received a puzzling email from XXXX indicating that the e-gift cards were in some way intended to pay for my original order ; the same order that I'd already verified as deducted from my credit line. I'm unsure if all of this confusion is coming from XXXX improperly handling the cancelled order and subsequent replacement order, or from XXXX 's inability to properly handle the complexity of their internal systems. Either way, I'm unsure why I, as the consumer, am now being advised that the e-gift cards sent to me by XXXX, which I reeemed for additonal merchandise, was intended to pay for my orignal order?! This is absurd!!! Attached are screen shots of my XXXX online account details, affirming my account of events, as well as multiple XXXX emails.

Company response to consumer: Closed with explanation