Consumer complaint received 2019-09-02
Company: Bread Financial Holdings, Inc.
State: NJ
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:
I ordered a bed, and nightstand from XXXX on XX/XX/XXXX. I cancelled the nightstand and XXXX XXXX from XXXX  was my case manager to help me through the delivery and crediting my account for the nightstand. I paid extra for XXXX " white glove service '' which includes delivery and set up in the room, and delivery was scheduled XX/XX/XXXX. Delivery company arrived as scheduled and the headboard/footboard were in a box and the 2 delivery men said they couldn't get the bed upstairs, I requested that they take the pieces out of the box but they said they were not permitted to. They told me if I removed trim and some of the wall I may be able to get the bed upstairs so I called my neighbor to help me take the trim down. The delivery men took the bed back out to their truck and left before I could stop them to ask them again to take the bed out of the box. I received a call from a representative about the delivery on XX/XX/XXXX and immediately informed her what had happened and I asked her to document our conversation and complaint that I could smell XXXX on the 2 delivery men. I was told XXXX  would help pay for the repairs. I also called XXXX XXXX on the same day to let her know what had occurred. The bed was rescheduled for XX/XX/XXXX and I let the 2 new delivery men know what had happened and they told me the first 2 men should have taken the bed out of the box. When the 2 new med took the bed out of the box it went right up the stairs. Along the way the walls and stairs all the way up were damaged / scratched. To my surprise the nightstand that I cancelled XX/XX/XXXX was delivered as well ... I said at this point I would just keep it. Subsequently I have contacted XXXX  more than 2 dozen times between calls/emails and XXXX is denying any responsibility. I received emails communicating the delivery company denied my claim and XXXX from XXXX   directed me to contact the delivery company directly on multiple occasions but he would never provide who the delivery company was or what their contact information is. Regardless I informed XXXX that the delivery company was a 3rd party XXXX  contracted with and it was XXXX XXXX responsibility not mine. Another XXXX employee named XXXX emailed me and said XXXX would not take any action because I had no proof that the delivery company damaged my walls or stairs ... even though I complained / communicated immediately and provide pictures of the damages.

I communicated that I would be contacting the CFPB and documenting my experience with this sale on Wayfair 's website ... customers are typically permitted to document after each sale but I have been blocked from doing so. I reached out to XXXX asking if I was blocked and he never responded to me again. 
On XX/XX/XXXX I called XXXX XXXX credit card company to complain and spent 19 minutes with the representative summarizing the chain of events, including that both the bed and nightstand were both delivered on XX/XX/XXXX but my billing dates are different ; I am being charged interest on the bed from XX/XX/XXXX and the nightstand billing started XX/XX/XXXX. Although I have 18 months interest free the final months of interest free are different and I believe they should both be the same, the date of delivery which was XX/XX/XXXX for both. I asked the representative what the next steps were for both complaints, delivery gone bad and billing error and he said XXXX  would be in contact with me. It has been over 2 weeks and no further contact has been made. 
I have dozens of phone and email records which includes pictures that were presented to XXXX  from the day this started and over the next 7 months and essentially I have been treated as though I am a liar. XXXX said that my complaints were not documented, even though I specifically requested them to be. I asked him to go back to original phone records where I complained I realized the first 2 guys were " high '' but he individually decided that he didn't believe it would be beneficial.???? How is any customer to have remedy if the calls are not recorded and / or if someone in the company arbitrarily decides whether or not it is beneficial to do research to the background to help a customer?

Company response to consumer: Closed with explanation