Consumer complaint received 2019-01-22
Company: Bread Financial Holdings, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit 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:
XX/XX/2019 To Whom It May Concern : I need assistance from your agency in the fact that I am being made to pay late fees, along with an attached account fee, on an account that is closed, and should have been paid off months ago. 
I want a full refund of all of these fraudulent late fees that they have charged me, and I have paid for the past few months. 
The only thing that has been keeping that account going is the late fees that they have continued to charge me for the past few months. 

Ive made the payments to pay off this account in full, for several months now, and on the date that the payoff payment was due. 
some of the dates fell on weekends, and Ive paid all of what was due to pay off this closed credit card account, more than once, months ago, and they have been forcing me to pay fees, and late payments on a closed credit card account. 

The account was not closed due to any mishandling of the account on my part, the account was closed due to the fact that, I returned lots of merchandise back to two merchants over the past two years, XXXX and XXXX XXXX, and the merchants did not give my account credit for the returns, so instead of finding the merchandise and crediting my accounts, they have had me to pay for stuff that I returned back to them some time ago. 

So they closed the credit card accounts, and I have been paying off balances that I should not have been owing on 2 credit cards to XXXX, and 1 account for XXXX XXXX, and I ended up with 2 XXXX credit card accounts due to the banks doing, not my choice. 

I also need your assistance on this as well, I am providing some order numbers that I was able to locate online, and I want the detailed order information for the numbers that I am going to provide, further on in this letter. 
( If you would like to know where I located these numbers, you can call me ),  because they did not belong where I was able to locate them. 

I want XXXX XXXX to REALLY contact XXXX  this time, and XXXX needs to provide me with the full order descriptions and photos of the items for these order numbers that I am providing. 

I located these order numbers online on XXXX-2019, and I want to know if these are some of my missing returned orders that I did not get account return credit from XXXX, as well as from XXXX XXXX. 
And XXXX XXXX  has been no help in assisting me in getting my money back for items that I have not had in my possession and was returned to both of these two merchants over the past 2 years. 

I have tried since last year to get the representatives of XXXX XXXX, as well as the representatives from XXXX and XXXX XXXX to assist me in finding the stolen returned orders, so that I can get return credit for all of the many items that I have returned to both of these companies. 

Especially XXXX, the majority of my returns went back to them, and neither the bank, representatives, nor the representatives at XXXX  or XXXX XXXX are willing to do any extensive investigation in getting my credit card accounts corrected, by finding the proof of the return of the many items that I have returned to XXXX and XXXX XXXX. 

What they did do, was to close all of the credit card accounts, and they have been having me to pay hundreds of dollars, for merchandise that I have already returned to the merchants some time ago, and did not receive account credit for. 

I dont care about the fact that they closed the XXXX  accounts, because I was in actuality only supposed to have one account, and somehow they ended up having me pay on 2 accounts, and I wanted XXXX closed anyway, because they are thieves. 

The XXXX XXXX credit card account that they closed, this account should not have been closed, I never requested that they close that credit card account, I was not late nor behind on that account nor anything. 

Last year, and the year prior, I had complained to XXXX XXXX, because they had me paying off a higher balance than what I should have owed, and they refused to assist me in finding proof of the returns by finding out what happened to the items that were returned back to XXXX and XXXX XXXX. 

All they had to do was look up the numbers for the returned labels that they had sent to me with the original orders, the labels that were sent out with the original shipments to me, and the labels that they would have me attach to the packages of merchandise that was being returned to either of the above mentioned merchants. 

As stated, I had all of my XXXX order numbers, along with the photos of each and every item that I have ever ordered from XXXX in my XXXX account online. 
All of my ordering information was located in my online account, until I started complaining about them not giving me credit for my returned items. 

Last year, after I discovered that I was not being credited for the many, many, many returned items that I had sent back to XXXX, and to XXXX XXXX, I started to complain about the no credit for the many returned items that I had sent back to them, and last year the XXXX  representatives, went into my online account, and removed each and every bit of ordering information from my online account on their XXXX  site, and now the XXXX   site states that I dont have, and I never have placed any orders with them. As though I had never ordered anything from both merchants. 
If that was the case, why have I had to pay back all of these hundreds of dollars to XXXX XXXX  for their XXXX card, as well as their XXXX XXXX credit cards for the past 2 years? 

I believe that they have found the truth, that I did return all of those hundreds of dollars in merchandise to XXXX  and XXXX XXXX, and it would look too bad to acknowledge that they have thieves working for them, so instead it is easier to have me to pay hundreds of dollars, for merchandise that I dont have, because it was already returned back to the merchants over the past two years. 


They have accepted my many returns, and not given me credit for the returns, and XXXX XXXX- XXXX, and XXXX XXXX- XXXX XXXX has refused to do an extensive search on what happened to my returns. 

Its been okay with all of them, that I am still being forced to pay for merchandise that I have returned back to those merchants some time ago, XXXX has nothing to lose. 

They should have been able to track the shipping labels, they have the numbers for the labels that they sent out to me, even though they lie and say that they dont. 

Recently I have located the below order numbers, and I want the XXXX representatives to look to see if they are some of my missing XXXX returned items. 
I want to be provided with the full detailed information, including pictures of the items, on these orders by hardcopy, so that I can look for myself, then I can tell them all of what merchandise I have returned back to them. 
I had placed many, many, many orders through XXXX, and have sent back many returns, and it's not fair that I have been forced to pay back money that I don't owe. 
If you have the cability to also let the Federal Trade Commission, as well as the Attorney General 's office to know about my complaint to you, I would appreciate this complaint information also being passed on to them. 
It's been too long that I have been seeking assistance in getting these accounts corrected, and I being refunded the money that I have had to pay for the many items that were returned back to XXXX  and XXXX XXXX. 
They need to locate all of the orders that I have placed, and then locate the numbers for all of the return labels that were sent with the orders, and they will be able to find all of the merchandise that I have sent back to them, by tracking the return shipping labels. 

XXXX should have been able to do lots more to assist me in getting this issue resolved last year, but they don't want to do any type of full investigation, they claim that they can only go so far with the merchants, and from my experience, they go no where, they do nothing. 

Card numbers XXXX / XXXX / XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation