Consumer complaint received 2023-08-21
Company: Bread Financial Holdings, Inc.
State: RI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/XXXX a payment of {$190.00} was made to BJs XXXX from my XXXX  account XX/XX/XXXX my BJs card was declined I called XXXX and was told they didnt receive the XXXX payment. I immediately authorized a payment of {$260.00} from my XXXX account. 
I checked my account with BJs and realized the XXXX payments were not credited to my account. I closed the account and filed a fraud complaint. 
XX/XX/XXXX a payment of {$250.00} was made from my XXXX account to BJs XXXX XX/XX/XXXX the XX/XX/XXXX payment was not credited to my XXXX account this error was added to my complaint. 
I received three letters stating that they were investigating my complaint. 
XX/XX/XXXX I met with the vice president of my local XXXX and asked for help. She called XXXX and they hung up on her. She wrote a letter to XXXX stating that the three amounts I was disputing were paid. 
XX/XX/XXXX XXXX wrote requesting a copy of my banking details from 30 days after the payments processed and a letter from my bank XX/XX/XXXX XXXX XXXX wrote another letter with my banking details. 
XX/XX/XXXX Comenity sent a letter that stating : On XX/XX/XXXX you filed a fraud dispute on the above BJS XXXX MASTERCARD credit account with us. After our thorough investigation of the claim we have concluded that you are not responsible for the disputed balance amount on the BJS XXXX MASTERCARD credit card account. In addition, we have submitted a request to the three national credit reporting agencies to remove this account from your credit bureau report if applicable. Please allow XXXX to 45 days for the update to occur. 
XXXX XXXX I received correspondence from Comenity stating : On XXXX XXXX you filed a fraud dispute on the above BJS XXXX MASTERCARD credit card account with us. After our thorough investigation of the claim we have concluded that you are not responsible for the disputed balance amount on the BJS XXXX MASTERCARD credit card account. In addition, we have submitted a request to the three national credit reporting agencies to remove this account from your credit bureau report if applicable. Please allow 30 to 45 days for the update to occur. 
XX/XX/XXXX I received this correspondence from XXXX stating : Thank you for contacting XXXX XXXXXXXX XXXX. As the bank that issues your BJS XXXX MASTERCARD credit card account. After reviewing our records, we can confirm receipt of the following payment {$240.00} on XX/XX/XXXX. We credited this payment to your account. Your current balance is {$0.00} XX/XX/XXXX I called XXXX and was told BJs accounts were now handled by Capital One. I called Capital One and was told this dispute was the responsibility of XXXX. I have no idea where the {$240.00} was put as I closed my BJs account XX/XX/XXXX XX/XX/XXXX Correspondence I received from XXXX On XX/XX/XXXX you filed a fraud dispute on the above BJS XXXX Mastercard credit card with us. After our thorough investigation of the claim, we have concluded that you are not responsible for the disputed balance amount on this BJS XXXX Mastercard credit card account. In addition, we have submitted a request to the three national Credit reporting agencies to remove this account from your credit bureau report if applicable. Please allow 30 to 45 days for the update to occur. Please accept our apologies for an inconvenience this situation may have caused you. If you have any further questions please feel free to contact us at XXXX. 
XXXX XXXX Correspondence I sent to XXXX Resolution : {$780.00} Regarding my complaint XX/XX/XXXX, I have had several communications to and from XXXX. I am sending to you today the most relevant in respond to your most recent correspondence ( XX/XX/XXXX ) As well as copies of other documents that further back my claim. 
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I received the same letter but no refund. 

I do not have a BJS XXXX Mastercard credit card at all. 
This issue will be resolved when I receive a check made out to : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, RI. XXXX In the amount of {$780.00} XX/XX/XXXX in two envelopes addressed to me from XXXX I received two checks made out to me for {$250.00} ( {$510.00} ) Which I immediately deposited into my checking account. I sent my advocate XXXX XXXX from my employee assistance program, an email stating I was satisfied with this amount and didnt wish to pursue the issue for {$270.00} XX/XX/XXXX my bank informs me that a check for {$250.00} was not covered and I now had an additional overdraft charge of {$15.00}. I called XXXX and we set up a time for us to both be on the line to speak with Comenity. 
XX/XX/XXXX A call was made to XXXX. We were told that Capital One was responsible for this account and we were given the number to call. 
XX/XX/XXXX today we will make the call. 
A call was made to Capital One. Since I had closed my account in XXXX of XXXX it was not sent to them from XXXX. I was instructed to call Capital One. I was on the phone with the fraud department but then transferred to the customer care they have NO record of my complaint and I have to send everything in again to the very same address as I have been sending it to. 
XXXX XXXX All the information that was requested was sent Certified Mail XX/XX/XXXX And was received by Capital one on XXXX XXXX. 
XX/XX/XXXX no response from Capital One

Company response to consumer: Closed with explanation