Consumer complaint received 2021-12-13
Company: Bread Financial Holdings, Inc.
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
XX/XX/XXXX woman within chgd my XXXX XXXX  cc for an annual program they offer that I did not ask for or request. 
This is the second year in a row they have done this to me. In XXXX it took me 5 months to get it removed and it was into XXXX when it was done with the promise it wouldnt happen again, but it did. 
I received a paper statement XX/XX/XXXX with this XXXX charge and a late fee because I hadnt pd the XXXX chg that I knew nothing about. I called immediately and as usual was bounced around to multiple people of which didnt speak good enough XXXX that understood what I was trying to tell them, that the charge was fraudulent and I wanted it removed and I wanted credit. I spoke to XXXX, XXXX, XXXX, someone I have no idea what her name was that hung up on me, supvs XXXX, XXXX, and finally XXXX # XXXX who assured me the charge would be removed within 3-5 business days and she gave me Credit for the late fee and finance charge or so she said. XX/XX/XXXX still no credit showed, spoke to XXXX, XXXX who hung up on me, XXXX, XXXX, then XXXX who again assured me hed get that credit thru before another late fee and to NO WORRY. XXXX AT THE BANK told me she could see the credit but she didnt know why it wasnt going XXXX she understood my frustration, she told me to always ask for a supervisor so I didnt get all of these people who dont speak XXXX like I had been getting and on XXXX she transferred me to the order Dept I spoke to XXXX, at XXXX ; XXXX XXXX  XXXX, XXXX, and finally XXXX who assured me this time I would definitely get the charge removed and this would never happen again and to close the account as soon as the charge was removed. Well needless to say still no credit came thru. Then I was told by XXXX it would take up to 90 days to disput a charge at which point I demanded to speak to a supervisor because I was never told that previously, then they put XXXX on the phone who couldnt answer any questions someone named XXXX, then finally a supervisor named XXXX  which was a wonderful young lady who was extremely helpful she asked if she could place me on a brief hold so she could look at the notes which was fine, she came back, said she would MAKE SURE THE CREDIT WENT THRU, THAT THE PROBLEMS WERE ON THEIR END AND THAT I NEEDED TO CALL COMENITY BANK AND HAVE THEM CREDIT THE LATE FEES AND FINANCE CHARGES BECAUSE THE CHARGES SHOULD HAVE BEEN REMOVED MONTHS AGO WHEN PROMISED BUT IT WASNT. AND SHE TOLD ME TO CLOSE THE ACCT AS WELL. SHE CALLED ME BACK LATER THAT DAY XX/XX/XXXX AND TOLD ME THE CREDIT HAD BEEN DONE AND I WOULD SEE IT IN 3 DAYS. AND IT WAS. WHEN ICALLED COMENITY BANK TO GET THE ONE LATE FEE AND FINANCE CHARGE REMOVED SUPVSR XXXX REFUSED SAYING SHE DIDNT CARE WHETHER IT WAS WOMAN WITHINS FAULT OR NOT, THEY ONLY GIVE 1 CREDIT FOR A LATE FEE IN 18 MONTHS AND THAT I HAD TO PAY IT. NOW THERE IS A SECOND LATE FEE AND MORE FINANCE CHARGES ON A BOGUS CHARGE THAT WAS REMOVED FROM A CREDIT CARD THAT I DIDNT APPROVE THAT THIS COMENITY BANK IS REFUSING TO REMOVE. SO I NOWHAVE A LATE FEE + finance charge on a late fee and finance charge on. I am a XXXX XXXX and I feel like thi company has taken advantage of me over and over since this has all started. I feel like this has been a big game to them, promising to take the charge off month after month, and they lied. Its XXXX  abuse, flat out.

Company response to consumer: Closed with monetary relief