Consumer complaint received 2022-06-03
Company: Bread Financial Holdings, Inc.
State: PA
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:
Hi, I need help with disputing delinquency and late fees. I placed an order on the XXXX XXXX I was signing into after pay when it glitched, and the order went through and my XXXX XXXX card was charged, which is automatically the default method on XXXX XXXX. I immediately called explaining and tried to cancel as I dont have access to the card, or the account, but it wasnt do-able. So I was told my options were to pay a {$9.00} fee to pay over the phone, or return it. The person I spoke to told me to go in person as itd be much quicker to process the refund to my credit card. 

I placed the exact order again with afterpay, and brought my original order, which was charged accidentally to my XXXX XXXX XXXX, to the XXXX XXXX  I visited the XXXX XXXX on XX/XX/XXXX ( if XXXX ) and thoroughly explained to the associate this whole story, I went during slow hours to ensure this was done correctly because it had been such as hassle and highly important to have fixed efficiently. I confirmed multiple times with the associate that she was refunding the correct order, being the first one placed obviously, the one I had to reorder another time, to a payment method that worked for me. 

I told the associate every detail. And its common sense to refund the first order when someone says I dont have access to the XXXX XXXX XXXX but since my app bugged and I couldnt cancel, I had to reorder it with after pay and thats why I came to the store with a car rental. 

But I still confirmed throughout the transaction that she was refunding the right one, because if she wasnt paying much attention she may have missed the fact that they were identical orders and the details I gave were important to listen to. 

Im sure if they actually investigated for me it would help, cameras are in the store, calls are recorded, and Ive been contacting them with all these details ever since the minute my incorrect order had been placed. 

This isnt my mistake, the lady confirmed with me that she knew which order to refund throughout the process. At the end, she confirmed with me that the XXXX XXXX XXXX order was refunded. I quite honestly didnt make any mistakes, Ive gone out of my way very much over this for months back and forth, driving hours to go back to the store with car rentals for no reason because I was told to. And hours and hours on the phone with no promised call backs or resolutions. 

Since the wrong order was refunded, and I dont have access to the account, its very bad. I even contacted XXXX, to confirm and they explained the right order # was refunded. I didnt have access to the account so I took this information and believed it. 

Then my credit score got very low and I reached out assuming there was an error in the system since I didnt even think she possibly couldve made a mistake with the conversation we had. As well as customer support telling me the right order was refunded as well. Months go by of me trying to get an answer, and someone finally told me the wrong order had been refunded. 

I have no problem paying {$45.00}, Ive spent over {$400.00} in a day with XXXX. My issue is XXXX XXXX associate made a mistake, as well as many customer support people I spoke with, and I need this removed from my credit report as I am responsible and shouldnt be penalized with a bad mark or late fees.

Company response to consumer: Closed with monetary relief