Consumer complaint received 2019-05-14
Company: Bread Financial Holdings, Inc.
State: NH
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:
It has been 29 days and I am at a loss with the level of incompetence I have been dealing with regarding my XXXX XXXX  card with XXXX XXXX. My partner, XXXX, went in to XXXX  XXXX XXXX XXXX NH on XX/XX/XXXX and they processed a refund of which I have a receipt for. That same day I contacted the GM and Service Manager at XXXX, via email, that the receipt # s did not match my card #. The GM responded that is my XXXX rewards #. I called on XX/XX/XXXX XXXX to confirm and they stated the refund should show up in 3-5 business days. It did not. I filed a dispute with XXXX because a female rep named XXXX stated XXXX processed the refund incorrectly and it was " locked '' in my rewards balance and XXXX was unable to transfer it to my account. She told me the process could take up to 90 days. She said she had, no idea why the dealership processed it this way and perhaps they didnt want their books to be impacted regarding the refund. I received an email from XXXX that the receipt showed a VISA card was refunded and to contact them. So, I again, called XXXX that the dealership told me the refund was processed and the last 4 digits was my rewards number they told me to call back in 3 days to get an update on the dispute and they would note my account. I called XXXX on XXXX at XXXX spoke with XXXX at XXXX id # for his Manager XXXX, he apologized profusely stated a full refund would show within 72 hours and they would submit a check for the payment I made. After 4 business days nothing was done. I called XXXX again on XX/XX/XXXX at XXXX and spoke with XXXX id # XXXX she said she did not understand what was going on with the dispute she was going to submit a 2nd dispute and that the balance would be suspended by XX/XX/XXXX while it is being, again, investigated. On XX/XX/XXXX nothing happened, again I called XXXX spoke with a floor manager who told me no notes were put in regarding the refund, the id # s basically mean nothing because there is no way to contact them. I asked if I could speak with someone in the Dispute Department to find out what was done with my initial dispute and she said they do not have the capability to speak with customers. She did not know if the dealership was ever contacted prior to XX/XX/XXXX and a note was put in that someone reached out to the dealer after XX/XX/XXXX but she had no idea how ( mail, phone, pigeon carrier ). She told me all the timelines I was given were incorrect she was concerned with all the misinformation I was given and that I am starting from square 1 and need to wait 90 days again for this new dispute. 

This process is absolutely insane. The fact that 1 my balance does not get suspended during a dispute causing it to impact my credit and require me to continue to make payments, 2 I was given different information each time I called. 3 I still do not have my refund even though I have the receipt! None of this would even be happening if they dealership had processed the refund correctly.

Company response to consumer: Closed with explanation