Consumer complaint received 2023-01-29
Company: Bread Financial Holdings, Inc.
State: WI
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:
The emails started back in XXXX of XXXX, i asked for a refund because i accidently made an extra payment for the account. I sent them this From : You Sent : Friday, XX/XX/XXXX, XXXX XXXX ( ET ) To : Comenity Bank XXXX : Refunds Message ID : XXXX Hi, so can you please send back my XXXX payment, IT was not due, and it went out automatically. I DO NOT WANT TO MAKE EXTRA PAYMENTS FOR THE MONTH OF XXXX. 
I got the response From : Comenity Bank Sent : Tuesday, XX/XX/XXXX, XXXX XXXX ( ET ) To : You Subject : Re : Refunds Message ID : XXXX I am with Comenity Bank, which handles your credit card account. I'm here to help with your account needs. We requested your refund. I've reviewed your inquiry and requested a refund to be sent to you. Please allow up to 7 business days for delivery. Thank you for taking the time to reach out, and have a great day. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team Ever since this day, i have done every thing I can to have them fix the problem. Including an internal investigation awaiting for them to see that they made a mistake and fix the problem. The refund was done as a purchase transaction, therefor we are paying interest on the bill and the balance due went up from XXXX to XXXX as of now the XXXX has increased to XXXX which is showing on the bill due XX/XX/XXXX interest accrued is XXXX When i went on the website to make the payment before the bill was generated and in the mail, i saw that the bill increased to XXXX for the payment due XX/XX/XXXX so i called on XX/XX/XXXX XXXX spoke to XXXX, he said that if i paid the XXXX dollars the bill will go back down to XXXX as it should, so i had already made the XXXX payment for the month so i went on their website and made the XXXX dollar payment. XXXX XXXX said to look for the online statement generated on the XXXX of XXXX for the month of XXXX, so in doing so i had to call them again on XXXX and spoke to a XXXX @ XXXX XXXX i asked to speak to a supervisor and we got disconnected, so then i recalled @ XXXXXXXX XXXX on XXXX and spoke to a XXXX, who then transferred me to a supervisor XXXX, who was able to credit the XXXX $ for the payment due in XXXX however i requested to speak to her supervisor, she transferred me to miss XXXX, who said that the refund company was a separate identity as far as giving the refund and because your bill is showing the refund as a transaction your bill went up. It shows original puracase amount n/a original purchase date n/a plan expires none previous plan balance XXXX payments and credits XXXX $ this is the extra XXXX that i paid on line on their website, New balance XXXX plan minimum XXXX $ total accured interest XXXX ... So what miss XXXX did was dispute the XXXX purchase that is all I got done with this phone call. On XX/XX/XXXX i got a letter showing that the right department received the claim. On XXXX I called in regard to the dispute and was told I needed to pay the XXXX for the month of XXXX, however my notes say i only paid the XXXX, I received a letter on XX/XX/XXXX saying the room place credit card is showing my payments are distributed on your account as described in your credit card agreement and goes on to say the explanation of how the intrest is accumulated ect ... .So it looks like to me they are not honoring the refund. I will be callin them again as it looks like i have 30 days to fight their choices. I have a history of emails as well dating from XXXX all the way to today XX/XX/XXXX. The bank that they use is comenity bank, now known as Bread XXXX i guess. Please help me with this case. Thank you

Company response to consumer: Closed with explanation