Consumer complaint received 2019-08-28
Company: Bread Financial Holdings, Inc.
State: NE
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:
On XX/XX/2019, I made a purchase for {$140.00} at XXXX using my XXXX credit card. On XX/XX/2019, I returned part of the merchandise associated with the {$140.00} purchase to a local XXXX XXXX retail location at the XXXX XXXX in XXXX, NE. The refund was for {$110.00}. Later, I reviewed my receipt and saw the refund did not process back to my XXXX card, evidenced by the last 4 digits of the card number the refund went back to, which is not associated with my XXXX account. Review of my online XXXX credit account a week later showed no refund, confirming my observation. 

I returned to the store where the error was made on XX/XX/2019. I spoke with the store manager about the issue who made a call ( to whom, Im not sure ) and was placed on hold for 30 minutes trying to resolve this issue caused by an associate that works at the store. After 30 minutes waiting as the manager waited on hold, I gave up and returned home. I called to XXXX credit card customer service the same day. The representative I spoke to confirmed that he could see that the refund went back to an old, closed XXXX XXXX credit card account. 

At first the representative, attempted get me to give him my bank account routing and account number so he could deposit the {$110.00} into my bank account. I was uncomfortable with this so he said he could send me a check instead, which could take up to 10 business days for me to receive.

After 8 business days went by, on XX/XX/2019, I called XXXX credit card customer to check on the status of the check, just to make sure everything was going according to the representatives word. At first I spoke to a customer service rep who then transferred me to a Senior Account Specialist who told me she could see the old, closed XXXX XXXX account in your system, but no evidence of a refund for {$110.00} associated with that account and no evidence of a check issued to me for that amount. We confirmed that the last 4 digits of the card number on my refund receipt matches the last 4 digits of the account she was viewing in your system. 

I am not able to understand how my receipt shows a refund to this card but your system does not! Did the refund simply disappear into thin air? It makes no sense at all. The bottom line was that a Senior Account Specialist was not able to help me. In addition, it appears that the first agent I spoke to lied to me. 

FYI, the Senior Account Specialist states she pulled and listened to the call from XX/XX/2019 and I have detailed notes from both calls that should help you pull and listen to any call associated with this issue. 

On XX/XX/2019, I submitted a complaint to the XXXX XXXX XXXX. On XX/XX/2019, I got a message from the XXXX that Comenity Bank would contact me within 20 days to address this issue. That was 31 days ago and I have yet to hear anything from Comenity Bank. 

Needless to say, this has been a very negative experience. It is not my fault that an associate at one of the retail locations that accepts Comenity branded cards processed a refund incorrectly. From my point of view, and any rational persons point of view who reads this complaint, failing to resolve this issue appropriately is tantamount to theft : I returned the brand, new unused merchandise less than two weeks from the date of purchase and I have no refund to show for it.

Company response to consumer: Closed with non-monetary relief