Consumer complaint received 2021-09-01
Company: Bread Financial Holdings, Inc.
State: NY
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:
To : Consumer Financial Protection Bureau, Attn : CFPB Ombudsmans Office, XXXX XXXX XXXX. XXXX, XXXX, D.C. XXXX From XXXX XXXX XXXX Cell : XXXX Email : XXXX Re : XXXX Case XXXX XXXX I am requesting your assistance in resolving the apparent fraudulent use of a MasterCard ending in XXXX by XXXX and/or XXXX or persons unknown in their systems which allowed them to claim a refunded tickets from XXXX in the amount of {$1000.00} as described below. 

On XX/XX/XXXX I purchased online round trips tickets to XXXX, XXXX through XXXX.. My departure date was to be on XX/XX/XXXX from XXXX XXXX New York ) to XXXX ( XXXX ), XXXX. My return flight was to be on XX/XX/XXXX from XXXX ( XXXX ), XXXX to XXXX ( New York ). XXXX used my primary Visa credit card in their system ending in XXXX. Shortly after that XXXX went into to lock down due to the Covid-19 pandemic. All international flights coming to and from the United States were grounded due to Covid. 
XXXX Itinerary : # XXXX and the XXXX Ticket : # XXXX On XX/XX/XXXX, I rescheduled my itinerary due to the Covid lock down through XXXX. Apparently, XXXX assessed a small rescheduling fee of {$17.00}. Instead of using my primary Visa credit card in their system XXXX and/or XXXX or persons unknown in their system used a MasterCard ending in XXXX. I don't possess this MasterCard nor is it a listed as a secondary card in my XXXX account. 
XXXX Itinerary : # XXXX and XXXX Ticket : # XXXX On XX/XX/XXXX I canceled my travel plans because XXXX was still in Covid-19 lock down until XX/XX/XXXX. I requested a refund from XXXX back my primary Visa credit card in my XXXX account ending in XXXX. XXXX refunded to {$1000.00} on XXXX XXXX, XXXX back to the MasterCard ending in XXXX  because it was the last card of record in their system. As stated above, I do not have a MasterCard  ( XXXX ) nor is it listed as a secondary on my XXXX account. When I questioned XXXX about the refund, I was told to contact XXXX. When I contacted XXXX, I received a summary email of the transactions in their system stating that my refund was directed to MasterCard ending in XXXX because it was the last card of record. When I questioned XXXX again they insisted that the Master carding in XXXX was my credit card. They absolved themselves any further responsibility in returning the refund to my primary card Visa in their system card ending in XXXX. Neither could they explain why this MasterCard ( XXXX ) was used instead of the Visa ( XXXX ) to pay the rescheduling fees. It is my opinion either XXXX, or XXXX, or persons unknown in their system fraudulently used their MasterCard ( XXXX ) to pay the rescheduling fee thus becoming the credit card of record in the XXXX system which allowed them to collect my refund. Your assistance in this matter would be greatly appreciated. 

Attached files : 1 ) XXXX statement explaining the transactions from XX/XX/XXXX ( TKT XXXX and TKT # XXXX ) to XX/XX/XXXX as well as their refund to MasterCard ending in XXXX. 

2 ) A list of my current and closed credit cards from XXXX.

Company response to consumer: Closed with explanation