Consumer complaint received 2017-07-13
Company: Bread Financial Holdings, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
XX/XX/XXXX, I made a purchase online on XX/XX/XXXX at XXXX XXXX XXXX, the next day I received an email stating that my purchase violated their sales terms and conditions. I called customer for an explanation and they provided none but stated they will refer to Research and Resolution Dept.  My complaint is that I am being denied using my card online to make purchases because of an apparent unresolved issue with someone who live in my home. <P/>That is very unfair to me, I am being penalized for something I have nothing to do with. XXXX did not have a problem with me making a purchase in the store on XX/XX/XXXX with the store card. <P/>After getting the latest email from XXXX someone in my house did make a purchase in XX/XX/XXXX and was not even aware of being in a dispute with XXXX until I gave her the info I received. She will follow-up with them See email thread : XXXX, This order was cancelled because our records indicate the information you have provided was used in a previous dispute. On XX/XX/XXXX, XXXX XXXX  XXXX order XXXX was placed using a XXXX. On XX/XX/XXXX, this order was disputed for a total of {$55.00}. Until this disputed charge is reversed through the bank, we are unable to accept future orders. <P/>You were not charged for your cancelled order. Any pending authorization hold will drop off your account in 5-7 business days, depending upon your bank. <P/>XXXX XXXX XXXX XXXX Research and Resolution My Response : Dispute : Good Evening XXXX, I am disputing the accuracy of the email /investigation that you have sent to me. <P/>I am not in any dispute with XXXX for {$55.00} on a XXXX. If I have to make any purchases from XXXX it is always with the store card. <P/>Please re-investigate. My XXXX card number is XXXX provide me with the information on the alleged dispute. What was the item? what specific XXXX was it? <P/>I await your response. <P/>XXXX XXXX XXXX XXXX response : Hey XXXX, This disputed order was shipped to your current address + unit number, and the card was a XXXX XXXX ending in XXXX. <P/>I can not release any personal details on the order, but if you or someone you live with disputed this order, it will have to be reversed before we can accept any future orders. <P/>XXXX Research & Resolution XXXX XXXX XXXX My Response : XXXX, I XXXX XXXX XXXX or anyone in my household has a XXXX XXXX XXXX ending in XXXX. XXXX XXXX and XXXX XXXX resides with me. <P/>I double checked by reviewing our XXXX  account and no one in my household has a XXXX ending in XXXX. <P/><P/>Again, you need to re-investigate. <P/>I will not be denied using my card when I want to because of a dispute that I am confident does not come from my household. <P/>If this is not resolved and I continue to be denied I will report XXXX XXXX XXXX to the appropriate over-site agency. <P/>XXXX XXXX XXXX Store response : Thank you for confirming the other residents in your household. <P/>Attached, I have a file of the disputed order summary. We are unable to accept any future orders unless this dispute is reversed by the card holder. <P/>XXXX Research & Resolution XXXX XXXX XXXX

Company response to consumer: Closed with explanation