Consumer complaint received 2023-01-28
Company: Bread Financial Holdings, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I opened an account with XXXX XXXX XXXX under Comenity Bank. I have had many issues with the company and decided to close my account after having not received my bill and becoming XXXX month behind on my payment. When I called to pay off the account I had a few issues as well. At that time my balance was about {$6000.00}. I couldn't schedule a payment online for this amount because it was too high ( this is what the representative told me ). I only wanted to pay off the account but since I was XXXX month past due they offered to settle the account. I agreed and we scheduled XXXX payments for approximately {$1900.00} each. I was told after this I wouldn't owe anything. After the payments came out my statement showed a balance of {$120.00}. I called a few times about this and the company could not resolve. 

Then I received a statement around XX/XX/XXXX stating I'd received a credit to my account for {$2200.00}. I called at that time to inquire about a refund. The refund was from XXXX XXXX because they billed us for services ahead of time and we did not go through with the procedure. I was unaware at the time I paid off the account that XXXX would be refunding us and that the refund would go to the credit card. When I called the representative was confused as to where the refund came from but requested a check be sent to us anyway and said this could take XXXX weeks and then XXXX days from then for the check to come. 

I gave them about a month before calling again to inquire. I called back on XX/XX/XXXX at XXXX and spoke with XXXX XXXX ID # XXXX and he stated the refund request was still pending and he could not do anything to change that. I requested a supervisor and he told me he would not transfer me to XXXX. 

I waited another month and called again on XX/XX/XXXX at XXXX. I demanded a supervisor and was connected to someone at Comenity Bank. I spoke with XXXX XXXX who said the refund was stuck and she had to look into it. She said she'd call me back rather than me wait on hold and she'd be calling from a XXXX number. I never received a call back. 

On XX/XX/XXXX I called again at XXXX. I spoke with XXXX a Comenity Bank SR Specialist who requested for XXXX to call me back. 

After still no return call my husband went to XXXX XXXX for a check up on XX/XX/XXXX and I spoke with a staff member there who called XXXX XXXX on our behalf. I spoke through their phone to XXXX ID # XXXX who said he was with Comenity Bank. XXXX advised me my refund was about to be sent to the state as unclaimed money since they hadn't heard from me. He said he was making sure it wouldn't be sent to the state but that a check would be sent to me. He said I'd receive a check in XXXX days. He said to call back in XXXX  days to make sure the check was sent due to the issues I was having. 

I called back on XX/XX/XXXX at XXXX and spoke with XXXX from Comenity Bank . XXXX told me she had to transfer me to customer care and did. My call was disconnected. 

I called again at XXXX and spoke with XXXX from Comenity Bank . He said again I had to be transfered to customer care and provided a number to call of XXXX. 

I called this number and spoke with XXXX with XXXX XXXX. She was unable to answer any questions I asked including what the status of my refund was and left me on hold for over XXXX minutes. 

I've received statements dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX all showing a credit balance of {$2100.00}. I have yet to receive a check for the money I paid. I would like resolution to this.

Company response to consumer: Closed with monetary relief