Consumer complaint received 2023-09-30
Company: Bread Financial Holdings, Inc.
State: AZ
Product: Credit card
Sub-product: Store credit card
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX I had learned my XXXX XXXX XXXX XXXX was charged for XXXX separate transactions that i did NOT make. 
XXXX on XX/XX/2023 for {$570.00} for multi merchandise & GiftCards for {$250.00}. Second on XX/XX/XXXX for {$620.00} for multi Merchandise and XXXX {$250.00} XXXX. I Immediately notified XXXX XXXX XXXX, They informed me the last XXXX numbers of the card that was used to make these purchases which is confirmed NOT my Physical card which i have with me but a " Virtual Card " Which left me with more questions than answers. How these purchases were made without my card or my ID? XXXX had told me they opened an investigation but could NOT tell me an exact time frame when the person ( s ) made these purchases or How. I had then Reached out to XXXX XXXX XXXX in XXXX where the purchases were made. They also informed me they could not assist me since they do not have records after XXXX hours. However they were able to tell me along with purchases made there were also Multi Gift Cards made as well also they told me to contact my credit bureaus to inform and dispute. I also had called XXXX Customer Service and again was informed they could not tell me anymore information then i already know again NOT HOW this happened or provide at the very least a receipt with a time frame of purchases to be able to view cameras fees etc. They informed me they would escalated this further, and to file a police report. So I filed XXXX police reports, I had received a phone call a week later informing me from the store they dont have footage from the cameras if its more than a week. After I filed my police reports, I contacted my credit bureau to file a dispute against XXXX. 

A month goes by without an email/phone call piece of mail nothing. So I reach out to XXXX XXXX for an update. Spoke to a The fraud dept he said they are still investigating, but with the police report number he chose to close the account. 

Another month goes by and I receive a bill from XXXX Comenity, I logged in which i was surprised I could even still do and saw the chargers for the transactions were on now my balance. I immediately call XXXX comenity once again spoke to another supervisor who informed me that because I filed a dispute with my credit bureau they were saying I was disputing the entire account Vs the transactions. I Informed them I absolutely did not! For filing a dispute to my credit bureau which is what every team from XXXX and the police told me to do. They decided to put all charges on my Credit Card without informing me of anything, after going back and forth with the supervisor he advise me to turn off auto pay and file another dispute with the credit bureau. The Supervisor also told me We live in a world where people know how to hack to the system. I have never in my life been hacked, or had anything like this happen to me in my life. I had put my trust with a credit company that clearly does not care enough to have a better security system to make sure this could never happened. Also does not even have the decency to keep me informed about anything. 

After the call, I called into XXXX and told them every single detail. They filled out another dispute again this time on the phone involving the transactions like I originally had set for it in the first place. 

However XXXX XXXX has yet again still not notified me of any investigation/ or freeze my account absolutely nothing. For a credit card company to treat there consumer that has paid faithfully every single month and to make the consumer feel like anything but the victim is unacceptable.

Company response to consumer: Closed with monetary relief