Consumer complaint received 2017-05-02
Company: Bread Financial Holdings, Inc.
State: MO
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:
I submitted a dispute to  XXXX  on or about  XXXX / XXXX / XXXX , regarding an item I received from a merchant ( wig  )  for my New Years Eve event. I contacted the Seller thru via email regarding the item was over r 2 week-3  weeks late and when it arrived it was the wrong ( wig  ) color.  After sending several emails and filing  (   XXXX   )  complaints on the  Seller  's website. I submitted copies of these documents to the  XXXX  resolution center. For about 60 days I did not receive any notifications regarding the investigation of my case in my email or notice any new information regarding the status of my case at the  XXXX  resolution site, where you can read information regarding the progress of your case. Seeing nothing has been updated on the  XXXX  resolution site. I decided to call.  XXXX   XXXX ,  XXXX , The gentleman I spoke too told me from the  Resolutions  Department stated '', if the merchant does n't respond in the next  XXXX  hours we will close the case and refund your {$160.00}. '' In early  XXXX   XXXX , I saw that  XXXX  refunded my {$160.00} and {$100.00}. Both these orders were from  XXXX . The problem was getting an address to return the item. The other item for {$100.00} was never received. ( case  XXXX  ) However, to my knowledge, my case was closed and my money refunded in accordance to  XXXX  rules. On  XXXX   XXXX ,  XXXX , I checked my account and discovered my refund was rescinded without proper notification. After speaking with (  2 )  representatives about this matter ... They said the decided to reopen the case, sent me an email with the Merchant 's address and that I had 30 days to return it. I explained to  XXXX  reps. I was not notified that my case was re-opened in a timely manner, there was no updates on the  XXXX  resolution sites where you can monitor your cases. Furthermore, my case was closed in 60 days because the Merchant fail to respond. Then you re-open my case, take my money and then tell me it is close and my appeals were declined. I stated the merchant fail to respond within 60 days and the case was settled in my favor. I asked for the name of the rep. her name is  XXXX , would not give last name but ID  XXXX . She stated it is  XXXX  policy not to give their full name. I also asked her ( what happened to my documents I submitted to them? ) Because she said it was described as an Item not received ... I said if you or the  investigator  read the documents you would have known it was n't just a non received item, it was an item that was late and that it was the wrong item. My complaint is  XXXX  closes cases in 60 days it is final.  Two  times they have went into my credit account rescinding their decisions and taking my money out of my credit card account without informing me via email or on their resolution site of these actions against my credit card account.Paypal, refunded {$100.00} of my purchase after 60 days, when the seller failed to send the item. Then  one  day, about the  XXXX  day I received the item by surprise and  XXXX  went into my account and took {$100.00} after my case was closed.  XXXX  resolution department do not handle complaints in a timely manner. The do not communicate with you during the investigations by email, phone or on the  Resolution  site. You are actually kept out of the loop. They closed both my cases in 60 days. Then without notifying of any changes such as their decisions to reopen was not noted to me. If a decision/procedure is finalized, paypal had know business jumping in and out of my credit account ... also this was done without proper notification. which cause me inconvenience of not knowing what my balance is  one  day to the next.

Company response to consumer: Closed with explanation