Consumer complaint received 2016-12-05
Company: Bread Financial Holdings, Inc.
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX/XXXX/16 I applied for and was approved for an HSN credit card whereupon I ordered a vacuum & scented disc accessories. I opted to use the flex payment plan which would spread the payment out. Upon receiving the vacuum it was not the correct color I ordered. I contacted HSN and was told it was their mistake but they did n't have it in that color any longer and not sure when it would be but I could check back. I decided to return it, along with the scented disks after calling back to see if the color was available. On XXXX/XXXX/16 I used the XXXX shipping label provided by HSN for their claimed VIP Easy Return policy. I took the package to to a XXXX store and processed at XXXX. The package reached their XXXX XXXX distribution center on XXXX/XXXX/16 at XXXX and signed for by XXXX XXXX XXXX I received a bill for XXXX w/ payment due date of XXXX/XXXX/16 that did not show a return but I assumed it would take at least XXXX billing cycle to reflect it. However, when I received the XXXX bill ( payment due XXXX/XXXX/16 ) not showing the return and also a late fee charge I called Comenity Bank and was referred back to HSN to resolve it. I spoke to customer service representative XXXX on XXXX/XXXX/16. She said that the returned merchandise sometimes takes up to 6 weeks to get processed. She then suggested I make the payment and get a refund later. I said no, I was not going make a payment for something that was no longer in my possession but was in HSN 's. She agreed to give me a credit for the amount due plus late fee and said it should be resolved. I got another bill in XXXX with more charges and late fees. On XXXX/XXXX/16 I called Comenity Bank and spoke to XXXX. He said he could n't do anything about it and I would have to call HSN. I called HSN that same day and spoke with XXXX. She reversed the charges and assured me she had taken care of the issue and I should n't get billed again but it XXXX take 5 days for the bank to process XXXX checked online on or about XXXX/XXXX/16 to see if the issue was resolved as XXXX had promised. It was not so I filed a complaint with the FTC. I contacted HSN via email on XXXX to inform them of such. I exchanged several emails with XXXX & XXXX both of whom were Senior Account Supervisors. XXXX assured me that the merchandise had been returned and all charges and fees were returned. I assumed once again that it was no longer something I need to worry about or have to call again on. However, did continue to check online to see if there were any charges and of course there were. On XXXX/XXXX/16 I filed another complaint with the FTC this XXXX against Comenity Bank because the charges had not been removed. Sometime in XXXX I began to get numerous calls from a number I did not recognize. I finally called the number after so many calls and no messages. It was, to my surprise the collections department of Comenity. My account was now in collections for failure to make a payment! On XXXX/XXXX/16 I spoke with XXXX ( employee ID number XXXX ). She assured me that she would fix this issue. I told her I had no faith in that since this had been going on for so long. She was adamant that it would stop with her and she would be the XXXX to fix it at long last. Thus, I believed her and did not concern myself with any other billing statements. Around XXXX/XXXX/16 I received notification from a credit monitoring service that XXXX/HSN had reported XXXX late payments to XXXX. I filed a dispute in attempt to resolve it. On XXXX/XXXX/16 I received notification from Credit Karma that it was resolved. When I checked my credit report there was no change. I then called XXXX. I was informed by XXXX that XXXX had failed to respond to the dispute thus it would remain on my report but I could file another. This would require me to mail or fax a long list of documents to XXXX. I felt this was unfair to me.

Company response to consumer: Closed with monetary relief