Consumer complaint received 2017-09-08
Company: Bread Financial Holdings, Inc.
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
InXX/XX/XXXX, after seeing an offer for a 0 % interest on balance transfers to my XXXX card I decided to transfer {$1200.00} from my XXXX credit card, the account ending in xxxx, to my XXXX card. The requested transfer appeared on my XXXX card on XX/XX/XXXX. Around the same time as I arranged for the transfer, that XXXX card ( xxxx ) was compromised and cancelled and replaced with the account ending in xxxx. I called both Comenity and XXXX and was assured that despite the original account being closed, that any transfers would automatically go to the new account.
In mid XX/XX/XXXX I called both Comenity and XXXX as the transfer had not yet appeared on my XXXX card. I was told by one of the Comenity representatives that it may take as long as 21 business days for the transfer to go through.
On XX/XX/XXXX I again called both Comenity and XXXX as the transfer had still not appeared on my XXXX account. On XX/XX/XXXX Comenity put a provisional credit on my XXXX card while they investigated this.
I made several more calls in XX/XX/XXXX to both Comenity and XXXX and each time was told I needed to talk to the other of them about this. OnXX/XX/XXXX I received a letter from Comenity stating that the transaction had been completed to XXXX XXXX XXXX with check number XXXX. Now I understood the problem since I had asked for a transfer to a XXXX XXXX account and I do not have any accounts with XXXX XXXX XXXX.
I again contacted Comenity and was told I needed to submit a dispute, in writing, which I did once I received the forms.
I received a letter datedXX/XX/XXXX, saying that Comenity would again give my account a provisional credit while investigating this. After the account did not show the credit I sent a message and received a reply stating that my account is no longer considered in dispute.
I put in yet another dispute through Comenitys secure message option. I received a message back stating that they would again give my account a credit while they investigated. They did give my account the credit and I heard nothing further from them until I logged into my account on XX/XX/XXXX and the {$1200.00} was again on my card as a balance owed.
I sent another message through their Secure Message option, XX/XX/XXXX, stating that I am still disputing this since I never got the benefit of this transfer. I would not dispute paying what I owe BUT I did not get the benefit of this. Someone, not me, at XXXX XXXX XXXX is enjoying {$1200.00} that they are now asking me to pay back. I requested that they do something about retrieving their funds from XXXX XXXX XXXX and cancel the transfer all together and take the {$1200.00} off of my XXXX  card.
I have since paid off the XXXX card, on my own, that I had wanted the balance transfer to go to. All I want is for them to admit they made an error and take that {$1200.00} off of my card and stop expecting me to pay something I really do not owe them.

Company response to consumer: Closed with explanation