Consumer complaint received 2021-04-29
Company: Bread Financial Holdings, Inc.
State: PA
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:
THIS IS NOT A DUPLICATE..My credit is being ruined with all the credit bureaus, and Comenity bank- XXXX  XXXX XXXX has still NOT resolved or tried to resolve a dispute I have had with them for almost a yr. They took the dispute XXXX XXXX ) out of " dispute status '' and have almost doubled the amount disputed with their interest they tacked on. Comenity bank asked for " extras '' which were provided several times after I could not resolve the problems with the merchants in person on my own. After I have sent these " extras " to Comenity, they charged my card back, and/or refused to credit the items I disputed without any reason for doing so. I have never received any documentation that they ( Comenity ) even tried to contact the merchants on my behalf for the problems with the purchases and non-credited return XXXX billing error because the customer service rep. missed crediting items the store took back and have in their possession without any refund to me XXXX. I have gone to the merchants on my own and simply told they couldn't do anything " now ''. I further sent the quality pledge and subsequent policy that reneged on that store 's policy that was enforced upon purchasing after I went in person to get the refund. These stores cited " covid 19 '' as the reason for all these problems after they " reopened '' and even had extensions of time implemented for returns. 
I have tried in good faith to take care of the credits myself and had to turn the matter over to Comenity bank in a dispute for ea. separate matter, and have done so within less than 60 days, and provided documentations supporting, but Comenity has never sent me any documentation of them contacting the merchants or any reason for closing the dispute and tacking on interest. 
Also note that the complaint I filed against them with still no resolution shows them stating to CFPB that they were working on the complaint but at the same time telling me there " is no dispute '' .. 
My dispute is the same as was mentioned prior and has never been resolved even though it has been " closed ''. Are there any papers or anything showing they went to the merchant on my behalf within the 2 billing cycles almost a whole year ago when this dispute was started?. There is no documentation from them ( Comenity ) on anything provided to me other than a letter asking for more info that was indeed provided, and on XXXX XXXX, XXXX, I received a letter dated from Comenity dated XXXX XXXX, XXXX after many back and forth emails after they took my dipute out of dipute status with NO notice or reasons why. Comenity is reporting my account past due 120 days and refuse to answer to any of this, and if I call my calls are disconnected over and over even after being told I am being transferred to another department, and also " Covid is making resolutions longer to handle ''. I have been more than patient, and still seek refunds and my credit restored as per my rights ( and Comenity bank 's infringement on them by NOT fairly and timely following through as per the credit card agreement they post in their card billings ea. month XXXX by the Fair Credit Billing Act.

Company response to consumer: Closed with explanation