Consumer complaint received 2018-04-25
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/ I used XXXX XXXX XXXX  mobile app to place an order using a XXXX XXXX XXXX   credit card. During the payment step, I kept receiving an error message asking me to try again. After 2-3 unsuccessful attempts I decided to use the browser instead of the app. Using the browser I was able to successfully place my order the first time. Shortly after I received 3 conformation emails for my order : XX/XX/ at XXXXXXXX XXXX order # XXXX {$160.00} XX/XX/ at XXXXXXXX XXXX order # XXXX {$160.00} XX/XX/ at XXXXXXXX XXXX order # XXXX {$160.00} Upon the discovery of the multiple orders I sent an email to XXXX on XX/XX/ at XXXX XXXX advising of their system error. In my email I advised I wanted to place only 1 order but received 3 conformation emails and requested to cancel all orders but one. I provided the above referenced order numbers and details about my online issues. I received an auto response with case number XXXX on XX/XX/ at XXXX XXXX. The response stated we are unable to change any details or cancel an order once it has been placed. I was advised to refuse unopened packages and a refund will be issued upon return ( within 2-3 billing cycles! ). What the company failed to notify me is that almost each item will be individually shipped. I waited about 2 weeks to receive all packages so I can piece them together without opening them. I received approximately 13 packages delivered by 2 companies XXXX and XXXX. After countless emails and phone calls I was able to reject the unopened packages for the 2 extra orders. I received credit for all but 2 packages ( unknown content ). 1 of the 2 packages I received on XX/XX/XXXX after I attempted to ship to the company but it got returned back to me from the delivery company. When I spoke to a XXXX XXXX supervisor on XX/XX/XXXX at XXXXXXXX XXXX   she confirmed she can see the package I received and she can see another one received a XXXX XXXX store ( this accounts for the 2 missing packages ). She advised me to wait few days and then to mail the package I have. I mailed my package later and received credit for it. However, I never received credit for the package that was received by the store and confirmed by the manager that it was received by their store. After multiple calls again, XXXX XXXX reps were confused and kept insisting they never received the package. I believe due to their confusing return and shipping process the package was either not entered in error or an employee stole it. During the calls complaining about the missing package the company managers were not even able to see my shipments came from multiple stores and that I mailed my packages rather than bringing them at a store ( not sure how the other employee saw the information earlier ). I filed a dispute with XXXX credit card only for my claim to be rejected because I " already received credit ''. The issue is the 3 orders were processes as 10 separate charges all on the same day with no description or idea of which charge represents what ( items were randomly grouped and shipped from several stores and shipping centers ). When questioned XXXX XXXX  reps I was told they can not see my credit card. When I questioned my XXXX XXXX credit card rep about the charges they can not see which one is for what. It has been 3 months since this order and I am yet to get it resolved. It is important to note, this is not the first time the company 's actions has harmed me as a customer but this time I think it is important to report it so others are not having to deal with these issues while the company sits back and unlawfully collects revenue.

Company response to consumer: Closed with monetary relief