Consumer complaint received 2023-08-31
Company: Bread Financial Holdings, Inc.
State: OH
Product: Credit 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:
In XXXX, I received my Comenity Loft Mastercard statement ( Parent company is Bread Financial ). It has over {$5000.00} worth of fraudulent charges across multiple states. I immediately called and reported the fraud. We went line by line through the charges to ensure they removed the ones that were not made by me. 

On XX/XX/XXXX, I received a letter that my fraud dispute for the case was not supported. The letter said, we can find no basis to support this claim. That is the only information I received on why it was denied. They then put {$3500.00} of the fraudulent charges back on my card along with interest. It also took me over my credit limit and I received charges for that as well. I now have over {$250.00} worth of monthly interest charges, credit limit charges and my minimum payment is over {$500.00} - all very unaffordable. 

When I received the letter, I immediately called the XXXX number on the letter to talk to Comenity. The first person I talked to told me " I needed to take accountability '' for my actions. I told her I was not in XXXX, Texas in XXXX and had proof to show I was in Ohio ( where I live ) during that time. The proof included debit card receipts at restaurants, grocery stores, the vet ( my cat was XXXX at the time of XXXX ) and a haircut appointment. She then told me my claim was denied because I have stayed in that chain of hotels before. This was absurd because I travel a lot for work and people stay in hotel chains. She suggested I mail a selfie that was timestamped that showed where I was during those times and then we were disconnected. I called back and talked to a new Comenity fraud rep. She told me she was reopening the case because there was a plane ticket to Texas not in my name and she was confused on why my case was denied. At this point, I was on the phone for over XXXX hours. I asked if she needed any evidence and she said no and they would mail me a letter in XXXX weeks with an update. I never received a letter. 

On XX/XX/XXXX I called back for an update. This gentleman said nothing had happened thus far with my reopened case and I told him I had evidence, receipts, witnesses, stores, salons that could prove I was in Ohio and not Texas. He told me to email it to their Fraudulent Case email address. I sent a XXXX document with pictures, my banking statements and witness ' phone numbers. I never heard back and did not receive the letter they promised. 

On Friday, XX/XX/XXXX, I called back again and asked for another update. They said they could not tell whether or not the evidence I emailed over was looked at and she could not give me an update. She asked if I knew someone name Blessing and I said no. She said that was the name on the ticket that was purchased to go to Texas. She told me she had no other information to share but she would add a note that I did not know a " Blessing '' and for them to look at the evidence. She said another letter would come to me in 14 days. 

This has been ongoing since XXXX and I received another statement today with an absorbent amount of charges - back charges from XXXX with interest, credit limit fees and a minimum payment I currently can not afford since I just moved. I don't know what to do anymore because I have proof I was not in Texas and would like my charges erased but I feel helpless and ignored. I probably have spent XXXX hours on the phone with them with no conclusions, as well as time going through receipts, calendars and witnesses.

Company response to consumer: Closed with monetary relief