Consumer complaint received 2023-03-15
Company: Bread Financial Holdings, Inc.
State: NM
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
In XXXX of XXXX I made a purchase using the NFL Extra Points Comenity Visa Card to take advantage of the terms of the agreement related to the special financing promotion the transaction should have triggered and on which subsequently placed. When statement closed I found absolutely no mention of the promotional plan on which it was supposed to be automatically placed and a discrepancy on my rewards points. I reached out via their online account messaging XX/XX/XXXX and was told to call on XX/XX/XXXX, my payment due date. As evidenced in the message log : From : Comenity Bank  Sent : Monday, XX/XX/XXXX, XXXX XXXX  ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your Visa account. This card is issued by Comenity Capital Bank pursuant to a license from Visa USA Inc. I'm here to help with your account needs. 

Please accept our apologies for any inconvenience you've experienced. 

For us to best assist you with this concern, we ask that you please speak with a live representative. Please call our customer care team at XXXX at your earliest convenience. 

Thank you for taking the time to reach out and for being a loyal NFL Extra Points Visa credit card customer. 

If you have any questions, please click the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Special Financing on NFL Tickets When you spend $ XXXX atXXXX  with your XXXX Extra Points Visa Signature Credit Card.4 4Minimum payments are required for each Credit Plan. Valid for single transaction only. Qualifying purchases will automatically be placed on a promotional plan it will be placed on the qualified plan with the longest promotional period. 
1. Please reconcile your response that I have not enrolled when based on the terms no enrollment is necessary and qualifying purchases are AUTOMATIC implying no enrollment necessary 2. Please also reconcile your response of an option to place the purchase on a deferred interest plan when the terms state the purchase will AUTOMATICALLY be placed in a Credit Plan with the longest promotional period 3. Please provide your justification as to why XXXX NFL TICKETS in the amount of {$1800.00} ( over {$250.00} ) in a single transaction does not meet the qualifications for a special financing plan with the longest promotional period Back to Inbox Reply From : You Sent : Saturday, XX/XX/XXXX, XXXX XXXX ( ET ) To : Comenity Bank Subject : Re : Other Message ID : XXXX Special Financing on NFL Tickets When you spend $ XXXX atXXXX  with your XXXXXXXX Extra Points Visa Signature Credit Card.4 4Minimum payments are required for each Credit Plan. Valid for single transaction only. Qualifying purchases will automatically be placed on a promotional plan it will be placed on the qualified plan with the longest promotional period. 
1. Please reconcile your response that I have not enrolled when based on the terms no enrollment is necessary and qualifying purchases are AUTOMATIC implying no enrollment necessary 2. Please also reconcile your response of an option to place the purchase on a deferred interest plan when the terms state the purchase will AUTOMATICALLY be placed in a Credit Plan with the longest promotional period 3. Please provide your justification as to why XXXX NFL TICKETS in the amount of {$1800.00} ( over {$250.00} ) in a single transaction does not meet the qualifications for a special financing plan with the longest promotional period From : Comenity Bank Sent : Saturday, XX/XX/XXXX, XXXX XXXX ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your Visa account. This card is issued by Comenity Capital Bank pursuant to a license from Visa USA Inc. I'm here to help with your account needs. 

Thank you for reaching us out. 

Please be informed that your account has not enrolled in any promotional plan. 

The option to place the purchase on a deferred or 0 % interest plan will be available at check out if the purchase is eligible. The plan will be reflected on the monthly statement if chosen. Please go to page 3 of 4 on your statement. Each purchase, which qualifies for a promotional plan, will be listed on this page. 

If you have any questions, please click the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- What is the termination date for the promotional period on my promotional balance? 
From : You Sent : Thursday, XX/XX/XXXX, XXXX XXXX XXXX XXXX  ) To : Comenity Bank Subject : Re : Other Message ID : XXXX What is the termination date for the promotional period on my promotional balance? 
From : Comenity Bank Sent : Monday, XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your Visa account. This card is issued by Comenity Capital Bank pursuant to a license from Visa USA Inc. I'm here to help with your account needs. 

We apologize about not being able to see your rewards at this time. We are working diligently to restore this capability as soon as possible. 
We assure you, your reward points will not be negatively impacted by this disruption. Your account will be updated to reflect your correct earning activity as soon as possible. Thank you for your patience. 

Please be informed that you can earn 3 points per {$1.00} ( 3 % ) spent on eligible purchases made at NFLShop.com, NFL Team Retail Stores, NFL Team Online Stores, NFL Team Stadiums and qualifying NFL Game Ticket Purchases made at NFL Team Ticket Offices, XXXX, XXXX and XXXX. Earn 2 points per {$1.00} ( 2 % ) spent on eligible purchases made at bars and restaurants, and on groceries, food delivery. and fitness purchases such as memberships and gyms. Earn 1 point per {$1.00} ( 1 % ) spent everywhere else For us to best assist you with this concern about rewards, we ask that you please speak with a live representative. Please call our Customer Care team at XXXX at your earliest convenience. 

Thank you for taking the time to reach out and for being a loyal NFL Extra Points Visa customer. 

If you have any questions, please click the reply button. 


Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Why am I missing points? I purchased NFL tickets via XXXX and per your terms NFL tickets purchased via XXXX qualify for 3x points whereas I only received 1x points, NFL and team purchases include XXXX, NFL stadium purchases and NFL tickets made at NFL Team Ticket Offices, XXXX, XXXX and XXXX. 
From : You Sent : Thursday, XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  Comenity Bank Subject : Other Message ID : XXXX Why am I missing points? I purchased NFL tickets via XXXX and per your terms NFL tickets purchased via XXXX qualify for 3x points whereas I only received 1x points, NFL and team purchases include XXXX, NFL stadium purchases and NFL tickets made at NFL Team Ticket Offices, XXXX, XXXX and XXXX I called to figure what the promotional period is to calculate my payments over the course of the promotional period and learned from a XXXX that the qualifying transaction was not placed on any promotional plan. I respectfully disagreed with XXXX and explained to her their own terms and conditions which would govern the transactions in question and how Comenity itself was in breach of its own agreement. The conversation went nowhere and I requested to speak to a supervisor and was connected to a XXXX who did not provide much help as she indicated she was denied access to my reward balance and again requested my call be escalated and finally got to XXXX who indicated she was based in NY. XXXX was helpful as she advised me to open a dispute and that it would resolve the issue once it was investigated. She also asked that I write in all the information I found in the terms and conditions of the card agreement which I subsequently did with printed screen shots. I received confirmation of receipt of my dispute dated XX/XX/XXXX indicating it would take up to 90 days to investigate and resolve the dispute. I wrote back the following : Thank you for confirming receipt of my dispute regarding the incorrect rewards points being allocated to my account, and, more importantly, the lack of promotional period information on my statement. 
To help support the investigations efforts I have printed and included the following screen prints of where this information was found on your website : Rewards Page Reflects incorrect 1 % rewards allocated Link to Rewards Terms & Conditions ( subsequently printed ) The 3 % language which details the rewards calculation that should have been applied to my transaction/balance Language detailing the special financing on NFL Tickets More Details link ( subsequently printed ) Rewards Terms & Conditions ( NFL Extra Points Rewards Program Terms [ Program Terms ] ) Contains the 3 % terms governing NFL Ticket purchases at XXXX. 
More Details Page Detailing the 3 % that shouldve applied to my qualifying purchase Details on the Special Financing that should apply to my qualifying purchase Fine print associated with 3 % reward terms Fine print associated with the special financing terms I followed up in XXXX asking for an update on my dispute while seeing late fees and interest assessed on the disputed transaction and then found another reward point discrepancy related to transactions made in XXXX. Representative XXXX on XX/XX/XXXX who advised that there was no update to the dispute and I would just need to await resolution and there was no ETA. I called again XX/XX/XXXX and spoke to XXXX to ascertain a status of my dispute and alert them of the XXXX transactions not being rewarded properly and asked for a supervisor as first level reps were not helpful and connected to supervisor XXXX who told me to file another dispute which I did and again followed up in writing with : From : Comenity Bank Sent : Sunday, XX/XX/XXXX, XXXX XXXX  ( ET ) To : You Subject : Re : Other Message ID : XXXX I'm with Comenity Capital Bank, which handles your Visa account. This card is issued by Comenity Capital Bank pursuant to a license from Visa USA Inc. I'm here to help with your account needs. 

We apologize for any inconvenience you may have experienced. 

Submitting a billing dispute is easy. 

To protect your rights under the Fair Credit Billing Act, we need to receive your dispute in writing within 60 calendar days of the date on your first billing statement that contains the disputed transaction. 
Please include your : - Name - Address - Account number - Disputed amount - Specific transaction - The reason for your dispute Also, please include any information that may help us, such as sales receipts or other documents that may support your dispute. 

Reply back with the disputed transaction details or send your written dispute to us here : Comenity Capital Bank XXXX XXXX XXXX XXXX, OH XXXX. 

You may also submit this information to us as an attachment in a response through the Secure Message Center. To upload documents to send in a secure message, please go to the Secure Message Center and select Compose a New Message. On the right side of the screen, select Add Attachments. The guidelines for the attachments are provided below the button. Once you click the button, a new window will open and you can click on Add Files. This will take you to your personal documents page to select the appropriate documents to upload. If there are any issues with the documents, a red box will provide the details of the issue. 
Once the documents are attached, you will be directed back to the Secure message Center to compose a message to include with the documents. 

Thank you for taking the time to reach out - and for being a loyal customer. 

If you have any questions, please click the reply button. 


Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Missing rewards points, currently on with XXXX, Account Specialist ( Senior ), who advised that a new dispute would be needed to alert Comenity of the discrepancy in missing rewards as all my transactions were stadium transactions and should have been awarded 3 % each. 
Back to Inbox Reply From : You Sent : Friday, XX/XX/XXXX, XXXX XXXX ( ET ) To : Comenity Bank Subject : Other Message ID : XXXX Missing rewards points, currently on with XXXX, Account Specialist ( Senior ), who advised that a new dispute would be needed to alert Comenity of the discrepancy in missing rewards as all my transactions were stadium transactions and should have been awarded 3 % each. 
THEN a letter sent : Thank you for confirming receipt of my dispute regarding the incorrect rewards points being allocated to my account for transactions on XX/XX/XXXX found on statement closing XX/XX/XXXX. 
To help support the investigations efforts I have printed and included the following screen prints of where this information was found on your website : Rewards Terms & Conditions ( NFL Extra Points Rewards Program Terms [ Program Terms ] ) Contains the 3 % terms governing NFL Stadium purchases.

More Details Page Detailing the 3 % that shouldve applied to my qualifying stadium purchases Fine print associated with 3 % reward terms Lastly, during my call with Supervisor XXXX on XX/XX/XXXX, we spoke of concessions offered due to the multiple attempts on my part to address this breach of agreement in the first of my disputes related to special financing to which she responded that at that time it was unknown what could be offered. I would like to suggest rewards remuneration for my time, effort and frustrations during these disputed matters as the initial dispute has gone outside of the given 90 day investigation period and in addition to that I would like to see the fees and interest subsequently assessed to my account waived. 
Please let me know what other information may be needed on my part and I would be happy to further assist in this investigation. I look forward to working with you to resolve this issue as expeditiously as possible to get past this and move forward hopefully together in this partnership, thank you. 

I finally received a resolution letter for the initial dispute which failed to credit me back late fees associated with the disputed transaction. 

I am also still awaiting results of the second dispute related to the points discrepancy to the XXXX transactions.

Company response to consumer: Closed with monetary relief