Consumer complaint received 2017-06-12
Company: Bread Financial Holdings, Inc.
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
To Consumerfinance.gov : I have tried to resolve unauthorized fraudulent charges with Comenity Bank for over 3 months. I first contacted Comenity Bank when I received a call from Comenity Bank regarding late payment. Then I went online right away and found out there were many unauthorized fraudulent cash advances to my XXXX XXXX XXXX XXXX. I filed a dispute and Comenity Bank gave me a provisional of {$1100.00} Total credit reversals ( provisional & fiancial charges ) onXX/XX/XXXXand XX/XX/XXXX. But after I had mailed 2 ( and not 1 ) completed dispute forms, Comenity Bank reversed the credits of {$1100.00} on myXX/XX/XXXX statement telling me they had NEVER received the complete dispute forms. I wrote Comenity Bank I DID IN FACT MAILED 2 DISPUTED FORMS ON TWO SEPARATE DATES INDICATING THESE WERE ALL UNAUTHORIZED FRAUDULENT CASH ADVANCES and that it was NOT possible for me to have anything to do with these transactions because I DID NOT EVEN ACTIVATE THIS XXXX XXXX XXXX XXXX ( ENDING # XXXX ). I ONLY ACTIVATED IT FOR THE FIRST TIME ON FRIDAY XX/XX/XXXX AFTER I HAD LEARNED OF THE UNAUTHORIZED FRAUDULENT CHARGES which occurred between the XX/XX/XXXX throughXX/XX/XXXX. I reiterated to the Customer Service Department of Comenity Bank in subsequent correspondence that it was NOT possible for me to have anything to do with the fraudulent charges when I had not even activated this XXXX myself. Would you please look into this matter? Below are copies of our online correspondence between me and Customer Servce Department of Comenity Bank. <P/>Thank you very much for your attention and help, Sincerely, XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX # XXXX with Comenity Bank Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- To Comenity Bank : URGENT : Hi, I received a phone call from your credit card customer service department regarding late payment. I was told my card has a balance of over {$1000.00}. However, I was not sure. So I went ahead and look into all my credit cards and realized that this card XXXX was not even activated by me!!!! I found it inside the original envelop but was not opened nor activated. So I activated it online today for the first time on Friday XX/XX/XXXX at comenity.net website and realized it has a balance of {$1100.00} shown as XXXX of NJ. I live and work in XXXX XXXX. So besides the fact that I would not be able to charge a card that I had never activated, all cash advances were from New Jersey. Please dispute and reverse all the charges for the total of {$1100.00} ( XXXX through XXXX ) as of today on Friday XX/XX/XXXX. If you are going to reissue me a replacement card, please use my middle initial as XXXX XXXX XXXX. Thank you for your help and attention -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - To Comenity Bank : As you had requested, I had mailed you the completed Cardmember Statement of Disputed Item ( s ) NOT ONCE but TWICE. Again, they were mailed to you on TWO separate dates. I do not know nor understand why they were NOT received or processed by you as you had indicated. I also do not see why you had to REVERSE the provisional credit of {$1000.00}, which were fraudulently charged by someone else without my authorization BEFORE my credit card was even activated by me. My initial account with XXXX XXXX & XXXX was opened with XXXX XXXX on XXXX/XXXX/XXXX for over 8 years without any incident or credit reversals. If you are going to hold me financially responsible for this fraudulent charge of {$1000.00}, I will take it up with Consumer Financial Protection Bureau ( CFPB ) and the Better Business Bureau ( BBB ). I will wait for your prompt reply. Thank you for your attention, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- To Account Protection Team of Comenity Bank RE : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Today as of XXXX/XXXX/XXXX, it has been nearly 3 months and I still have not received any reversals of credit reversals of {$1100.00} as of XXXX/XXXX/XXXX for unauthorized fraudulent charges, I would now refer this issue to the Consumer Financial Protection Bureau ( CFPB ) and the Better Business Bureau ( BBB ). This is for your information. provisional credits : XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX financial charge credits : XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX XXXX/XXXX/XXXX $ XXXX total_____________ {$1100.00} Total credit reversals ( provisional & fiancial charges ) XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation