Consumer complaint received 2018-03-19
Company: Bread Financial Holdings, Inc.
State: FL
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:
I order a Flat Iron for a XXXX present that when arrived we noticed it didn't contain the product we ordered. I contacted XXXX Customer Service, which was XXXX XXXX and was told i would get a credit until investigation was done. I then received another letter saying investigation was done, and that I had received the package, thus also receiving the product. So, I sent a letter to XXXX XXXX XXXX XXXX XXXX XXXX XXXX OH XXXX. It was listed below, sent Mid XX/XX/2017. 

Hello, I ordered a Product, 2inch Flat-Iron and a Make-up Kit, online during a XXXX XXXX  sale. If there was a certain $ amount purchased, then XXXX would give you a free gift of an Electronic Wine Opener as well. Well, when they packaged arrived, everything was there except the most Expensive product, which was the 2 Flat Iron. 
I promptly called the Customer Service Number to explain that I never received this product, only to be told due to the weight of the package, it was sent. ( The weight of the package only shows Greater than 1lb ). The Free gift was heavier than 1lb, so this doesnt mean it was shipped. I think something may be going on in the XXXX warehouse, but again, thats just me guessing. However, I am 100 % positive, it wasnt in the box. They refused to do anything about it, simply telling me to notify by bank then. The purchase was made with a XXXX Credit-card, not my bank, I called them. They told me that I would need to dispute it in writing. The Investigation would take up to 30 days, then it changed to up to 60 days, later in call. I have been misinformed, mistreated, and avoided during this whole process. No one is willing to just fix the problem, which is to send me the Gift I ordered. So, I will be closing my account with XXXX immediately and any further online use with this company. I like the store, so Ill continue to visit the local store, but no more online purchases or Credit card use for me going forward. Ill return when you all act like a Professional business, clean up your trashy Customer Service Reps and fix your complete delivery process. However, this is my Official Dispute, notifying XXXX that I did not receive the product, 2 Flat Iron, only the Package containing the " Free '' Gift. 

On XX/XX/XXXX, I received a notice that they were still charging me for the " Missing Package ''. Again, I've always said that I received the package, however it didn't contain the product i ordered. They have yet to provide me anything showing the product was in the package, other than the sales receipt that i also can print confirming the purchase of the product, not that it was in the package. 

I again, followed up with a letter explaining this again, and begging them to look into why the product wasn't in the package, not that i didn't receive the package. 
In XX/XX/XXXX, I get another Copy of the same XX/XX/XXXX letter that was sent out, only confirming that a package was signed for, not that it contained the {$140.00} Product I ordered. I even paid the remaining balance off the account and vowed never to use this company again due the way this was handled. 

Regardless of the outcome of this dispute, they have a flaw in their delivery process that they either 1. Know about don't care, which is fraud or 2.They are so negligent to this fact and won't do anything to fix it, that it makes it too risky to order from them and expect what you ordered. Then have to pay or your Credit gets affected. 

Please have them look into this issue closer and fix this mistake. Once they look into further, I think they will find a flaw in the process that would help consumers in the future also. It's too late for me, due to the time it's taken to fix this issue, when the first simple Customer Service call should have done. Thank you

Company response to consumer: Closed with monetary relief