Consumer complaint received 2019-11-01
Company: Bread Financial Holdings, Inc.
State: MD
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:
On XX/XX/2019, I contacted XXXX XXXX to schedule a house cleaning. During that initial phone conversation I gave them a specific, detailed list of what was to be cleaned. At their advice, we contracted with XXXX and cleaning was scheduled for XX/XX/2019. ( When I initially spoke with XXXX they said the job would take 6-man hours. They made that determination without ever setting foot in my home. At that time I told XXXX it was impossible to complete the items I wanted cleaned in that timeframe. I was assured the person scheduling the cleaning knew what she was doing and six hours was sufficient. ) On XX/XX/2019 a three-person crew arrived at my home. According to XXXX, the crew chief, one of the three people was a trainee and could not be left unsupervised. ( It should be noted that I have correspondence from XXXX that specifically states, Each staff member has had extensive orientation and training prior to servicing your home. ) The crew chief acknowledged that there was no way to complete the work I contracted for in the time allowed. Additionally, the crew chief told me that some of the work I specifically contracted for is not cleaning that XXXX provides. The work was NOT completed satisfactorily. Both the crew chief and I called XXXX that day to express our concerns but we were not able to make contact while the cleaning crew was at my home. I expressed my dissatisfaction before the crew left my home. That same afternoon I reached out to XXXX XXXX to express my dissatisfaction. They were able to read to me over the phone the specific items I had requested and had contracted to be completed. XXXX XXXX understood my frustration and told me they would make it right. Later that day I spoke with XXXX from XXXX who refused to send out a team to complete the work and took no responsibility for the poor, incomplete job that had been done. However, the information XXXX sent me states, We are so confident in our service, we guarantee it. If you are not satisfied with a certain area of your home, simply call us within 24 hours and we will re-clean the area for free. On XX/XX/2019, I reached out to XXXX to dispute the charge on my credit card statement. I left a message for XXXX and received no response. On XX/XX/2019 I spoke with XXXX XXXX who reached out to XXXX and assured me I would be receiving a call from XXXX that afternoon. XXXX, from XXXX, called that afternoon and stated they are only responsible for estimates and scheduling. She would send an email to the manager, XXXX, at the local XXXX XXXX location. On XX/XX/XXXX I received confirmation from Comenity bank that our dispute had been received. On XX/XX/2019 I reached out to XXXX  XXXX and requested documentation of our XX/XX/XXXX phone conversation outlining the specific work I contracted XXXX to complete. That information was never received. On XX/XX/2019, I called back to XXXX XXXX and was advised I had to send a request in writing in order to receive the transcript of the XX/XX/XXXX phone call. I sent that request on XX/XX/2019. On XX/XX/XXXX I received a letter from a Corporate Paralegal at XXXX  XXXX stating they require our investigating bank to send them a request, on their letterhead, detailing exactly what information they require XXXX XXXX to provide. I have been in contact with Comenity Bank on multiple occasions attempting to dispute the charge. I received multiple form letters in response stating our dispute was received, requesting further information ( which was provided multiple times both over the phone and in writing ) and ultimately that Comenity is unable to send communication to any third parties as you requested and that the dispute was concluded. My frustration is that I was billed for services that were not completed and Comenity Bank is refusing to contact XXXX XXXX to obtain the documentation necessary to fully investigate my dispute.

Company response to consumer: Closed with explanation