Consumer complaint received 2017-02-14
Company: Bread Financial Holdings, Inc.
State: TX
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Other transaction issues

Complaint:
XXXX sells computer monitoring and cell phone monitoring software, but the information that their website claims to provide was not available. I purchased this software to be able to retrieve deleted text messages and call log history on XX/XX/XXXX for {$100.00} using XXXX. Once I obtained access to the website, I was unable to access the call log history as advertised by the supplier. I was told I had to pay an additional {$29.00} to access that information. I paid the {$29.00} on XX/XX/XXXX using my XXXX card and was still unable to access the call log history. I requested a refund from XXXX on XX/XX/XXXX and my claim was denied. I then filed a dispute with XXXX for the original purchase price of {$100.00} and XXXX has denied my claim because XXXX is unable to enforce the supplier to provide a service. I paid for an annual subscription charge and I have been unable to access my account since I filed the compliant with XXXX. Supplier suspended my account and will only turn on my access if I pay a reactivation fee. 
I requested assistance on two separate occasions to provide me the call log history. Each time, I was told the information would be manually pushed to me and the data was NEVER made available to me. I have access with a different supplier and can see the call log history that has over 1100 call log history information available. 
On XX/XX/XXXX, I was told by supplier customer service agent XXXX, because I requested a refund through the link made available to me to their website to request a refund and by filing the claim through XXXX, my account was suspended by their billing team due to the charge their company paid to XXXX for the service of the claim I filed. 
I have not had access to this account since XX/XX/XXXX after purchasing the software on XX/XX/XXXX. I do not think it is fair to charge me for a service the supplier can not provide and for a product that I no longer have access to. It is totally ridiculous I would have to pay a reactivation fee to turn on a service I did not request to have deactivated. XXXX made a decision to suspend my account because I filed a claim with XXXX. How can XXXX suspend my account and refuse to refund me my money for an annual subscription I paid for and used for 3 weeks? 
I would like to kindly request a full refund for {$100.00} since I only had access to the website for 3 weeks for an annual subscription. If the supplier wishes to charge me for the 3 weeks I had access to the software and refund me for the 53 weeks that I will not be able to access the account, that is fine, but I refuse to pay for the full price for a product I no longer have access to and for a service the supplier is unable to provide. XXXX should view this as a product that was returned because I no longer have access to the software. I am not asking XXXX to have the supplier provide me a service because the supplier has taken away the product so that I can no longer use it. I did not ask to have the service suspended. Since the supplier made a business decision to suspend my account since I filed a claim with XXXX, the company should refund me my money. The supplier had their billing department suspend my account because of the claim I filed with XXXX. 
XXXX denied my claim because XXXX considered my subscription to be a service and since I had access to the 12 month subscription for less than 1 month, XXXX denied my claim. According to XXXX, " The subscription business model is a business model where a customer must pay a subscription price to have access to the product/service. '' I compare this to a product that has been returned that I no longer have access to because the supplier deactivated my account.

Company response to consumer: Closed with explanation