Consumer complaint received 2020-05-19
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX # XXXX XXXX XXXX, CA XXXX XXXX XX/XX/XXXX To Whom It May Concern : I do not know where or how to start except to give you a short version of my past. In XX/XX/XXXX, I was laid-off, lost my home through foreclosure & my father the same day & became homeless. Do to my age, I could only find part time jobs, to which I had XXXX until XX/XX/XXXX. Do diligent & lots of sacrifices I was able to pay ALL my debts without declaring bankruptcy & rebuild my credit score. That is why I have been very sensitive, emotional & aged to go through this unbelievable nightmare. 
Sometime in XX/XX/XXXX, I received my statement due payments for XX/XX/XXXX, noticed 2 unexpected charges to my account from XXXX. Realized I had NOT received my cancelation letter from XXXX. I called & spoke to XXXX/finance dept, & asked for the letter promised to confirm my cancelation that should have been mailed few weeks ago. XXXX/XXXX, promised that he will handle it and Not to be concern with the charges to my CC, to go ahead disputed with XXXX XXXX XXXX Visa. With that information, called to XXXX XXXX Sony Visa & explain the situation and requested to removed/dispute & block the charges made by XXXX & that a promised letter would be mailed to me soon. XXXX XXXX, agreed and to handle it with no problem. 
Few weeks later I received a notice from XXXX  XXXX Sony Visa that my account with them will be transfer by XX/XX/XXXX to Comenity Sony Visa. I was concerned, so I called XXXX XXXX regarding the dispute, if it was going to be transfer too. They confirm that this dispute was originated by XXXX XXXX & resolved and only balance due amount. 
XXXX, XXXX of XXXX and XX/XX/XXXX statement went well as expected. BUT, my XXXX statement showed the 2 XXXX charges was reinstated after 4 months. I called Comenity Sony Visa for an explanation, customer service could NOT figure out how it came about, no paper trail, she transfer me to a supervisor. Supervisor could NOT figure out either, apologies and promised she will credit my account of {$110.00} & {$330.00}, that it might be a mistake from their end & not to be concern. 
Since XXXX I have been calling every 2 weeks that amount is still on my account & I was promised that it will be taking care. I lost count for how many customer service agents, supervisors & Senior Account I Specialist that I spoke with & they ALL apologies, sympathized & promised that they have the authority to clean & remove these 2 charges from XXXX. 
By XX/XX/XXXX, a letter from Comenity Sony Visa any documents that proves my cancelation from XXXX. I mailed in copies that I had to XXXX but I have not received the letter of our cancelation letter from XXXX. I mailed one with a cover letter to Comenity billing & to Corporate office address. 
On Friday, XX/XX/XXXX, nothing was still NOT changed. Called, spoke to customer service clerk, after repeating my situation, she couldnt figure out, she then transferred me to a Senior Account Specialist named XXXX. Repeating in detail & naming the previous Senior Acct Supervisor/Specialist names and their sympathies & promises they would correct this problem. Also, ask if they have received the documents I mailed per their request. she said yes and then I asked if she could see the date & time of my email, yes. She felt so bad & just like the others, started to sympathized & that, it was wrong the way they have been handling & asked if she could put me on hold to get to the bottom of this matter or she can call me back. I said NO I will stay on hold as long as it takes. I was on hold for over 35minutes + another 45 minutes to get to this point. Finally, without introduction, a? gentleman? XXXX from XXXX  XXXX office, ( last 4 digits of his employee number # XXXX ). 
When he got on line, instead of being courteous, and sympathetic & willing to help, he was rude and said that they have contacted XXXX and said my cancelation memo was after 5 weeks and that I owe them the money. Asked if he can see my documents proving time & date within 24 hours to XXXX to cancel my membership His reply was ; did NOT care. It was very hard to get few words in, because he tried to intimidate me being loud, rude and disruptive. To confirm that I was telling the truth, that XXXX has not mailed any invoices since XX/XX/XXXX, specially, that this charges that I am disputing were to be charged every month. Again, he did NOT care, his decision has been made. I asked, if believes his God, his reply was, I AM, the decision maker for all customers like YOU, who would not take responsibilities to pay with their phony stories & insufficient claims, and hanged up. 
I could not believe to what just happen and did not know who can help. Due to pandemic & living alone, where I leave I friends/newborns they call to check on if everything is OK. I did sound terrible ; she asked if I need help. She advised me to call YOU Consumer Protection Bureau & even XXXX, to report my situation & see if anyone could help or advise this matter with Ceminity Bank-Sony Visa. 
I am hoping & praying that you can resolve this situation, PLEASE! And, due to my age, pandemic & my health, I dont have the strength to fight anymore. NO I am being dramatic, its reality that is going on. I NEED HELP, PLEASE. 
Also, FYXXXX, Comenity Bank is association with XXXX XXXX. Just like XXXX with XXXX and XXXX with XXXX XXXX, etc. I was wondering if their relationship between Comenity &  XXXX is the main cause not will to care or solve this matter. 
Please, do not hesitate to reach me to clarify any questions you have for me. 
Thank you, XXXX XXXX

Company response to consumer: Closed with monetary relief