Consumer complaint received 2022-08-22
Company: Bread Financial Holdings, Inc.
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I was paying my XXXX credit card bill through my online XXXX XXXX  XXXX app. I accidently put the wrong amount in ( {$2100.00} ) and " thought '' I canceled the transaction. I entered the correct amount of {$2700.00} and sent this on XX/XX/XXXX. On XX/XX/XXXX, I noticed my bank account showed two transactions to XXXX and the first one I made which was a mistake in the amount of {$2100.00} was paid ( even thought I thought I cancelled it ). I tried to call Comenity/Bread XXXX but I was not able to get through to request the refund. I called everyday, but I was not able to do do anything as their system was down. On XX/XX/XXXX, I was able to finally get through and access my account using the automated phone feature and was able to " request a refund ''. The automated response was I would receive my refund in the mail in XXXX business days. On XX/XX/XXXX, I called and verified my request for refund had gone through as I was worried they did not get the request with al of their recent issues changing over their system. The woman reassured me the refund had been issued and I would receive it any day. I called back 10 business days later and spoke to another agent who then informed me my refund was cancelled. He said he would resubmit it for me deducting my recent purchase of {$110.00} ( which now the refund would be in the amount of {$200000.00} ) to make my balance XXXX on my account. He said he was processing this electronically and I should receive the refund back to my bank account. I waited another 10 plus days and call on XX/XX/XXXX and I was told that the refund had been sent to my bank account on XX/XX/XXXX. I checked while I was on the phone and I had not received any refund. The agent then told me to call my bank and she would not be able to further assist. I called XXXX XXXX XXXX and spoke to the agent and she then told me that no refund was issued and that nothing was rejected as she looked over my account. She advised me to call back Comenity/Bread XXXX and inform them. I called back and spoke to a XXXX who then took my information and spoke to her " team '' who were going to look into the issue. She asked me if I had made any recent purchase totalling over {$2000.00}. I said no, and she said I had a " charge on my account '' in the amount of {$2000.00}. She told me XXXX would call me as soon as we hung up or before end of business day ( who is a supervisor ) and would be working to help me resolve the issue. No one called me. I sent a message to bread XXXXl and in 30 minutes received a call from XXXX on XX/XX/XXXX. I explained to her what happened and she said I needed to place a dispute on the " Charge '' and would then send another request for the refund. She was having issues processing the dispute. She said she would call me back once she got it to go through. She called me back and I was in a doctors appointment so I was not able to take the call. She left a message saying that she was able to submit the dispute. She said she would call me back once she was able to get the refund approved. She called me back later that afternoon on XX/XX/XXXX and said the refund was approved and that they would send it to be processed as a paper check. She said I would receive this in the mail no later then Wednesday XXXX as she was going to have this overnighted She said she would call me on XXXX to follow up. Friday, XX/XX/XXXX I still had not received the check in the mail. I called Comentiy/Bread XXXX and I was told by the supervisor she would email XXXX and all the managers who were assigned to my " case '' and let them know that I had not received the refund. As I was speaking to the supervisor, XXXX called me and left me a message saying she apologized for not getting back as she left work early Tuesday. She is not able to call anyone unless she is granted permission. I called on XX/XX/XXXX, spoke to another supervisor and they said that my dispute was received on XX/XX/XXXX, and that she did not see any refund. As I was speaking to her I saw yet another charge on my account that showed " refund '' but in another positive amount this time it was for {$2100.00}. I asked her why my refunds were showing up as a charge and not in a negative amount? She said that the dispute department would look into this and would see all of their case notes. She said she could not give me a date on when I would receive my refund but apologized for the constant misinformation I was receiving and for also not being able to let me know when I would receive my refund back. She also told me she would follow up with me on no later then XXXX NO ONE CALLED ME BACK. I called again today XX/XX/XXXX as I was told that there was nothing they could tell me other then my dispute was now received on XX/XX/XXXX and that it would take 30 to 60 days for me to hear the resolution. Not saying I would or would not receive my money back. This agent then told me to " Stop wasting my time and calling as it would not change the current status of my account ''. She also went on to say that " Even if I spoke to her manager that it wouldn't change anything as they would not be able to tell me anything or help me as we just have to wait until the dispute has been resolved by their dispute department ''. I told her that I will be calling back an I have the right to since you have over {$2000.00} of my money. I said that it was ridiculous they are collecting interest on my {$2000.00} during all of this time and that in 30 to 60 business days from XX/XX/XXXX, would put me in XXXX just for a response. Not to mention it would probably not be until XXXX I would receive my refund. This is absolutely the most ridiculous situation. When someone does not pay a creditor they are called if not daily asking where their money is and if they do not receive it they charge late fees and more interest on the amount owed to them. Here I am someone who overpaid and I can not get my money back. No, I get to make phone calls and be on long wait times to speak to someone and get no further ahead. I then get to deal with their broken computer system they are using that charges me every time they try to issue me a refund. Then when I do not pay this {$100.00} minimum payment due XXXX, I will have a late fee and interest charged to my account. No company who holds your money hostage should reap the benefits of making interest off of you- this should be paid to the card holder!

Company response to consumer: Closed with monetary relief