Consumer complaint received 2019-11-25
Company: Bread Financial Holdings, Inc.
State: GA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Commenity Capitol Bank XXXX XXXX XXXX, OH XXXX Dispute # XXXX XX/XX/2019 I checked account online and noticed a charge for {$110.00}, and called XXXX XXXX masterCard, to dispute the charge. I was advised the that was a membership renewal and had to go through XXXX  to cancel. XXXX XXXX XXXX was brought on line and verified that since I has a rewards credit card membership renewal was {$110.00} rather then the normal {$50.00}. I advised that I live 50+ miles from the store and was not a business that I didn't want to renew at the XXXX rate requested that my membership be cancelled and the {$110.00} be refunded. A subsequent call to XXXX  verified that the membership was cancelled on XX/XX/XXXX or XX/XX/XXXX. Since then I have made numerous calls to XXXX XXXX and to XXXX XXXX mastercard perks. 

There were a couple of called made between XXXX XXXX, XXXX XXXX master card and us trying to resolve this problem. Below is a printout of conversations between that is on their secure message center. 

Also last conversation was that it will be fixed, I find that XXXX was drafted out of my account : This would have resulted by my pay balance XX/XX/2019 Online Payment from Account ending in ( ... XXXX ) {$110.00} Commenity Capitol Bank XXXX XXXX XXXX, OH XXXX XX/XX/XXXX Dear sirs : Dispute : XXXX Your information requested. 

XX/XX/2019, a charge for {$110.00} for membership dues, I called XXXX XXXX and advised I did not want the membership for {$110.00}, since we only go up the XXXX once a month and spend approximately {$450.00} per visit. 

My membership was cancelled on XX/XX/XXXX or XX/XX/XXXX. I cancelled by phone and use of the XXXX XXXX sec ure message center on the XXXX XXXX XXXX web site. No charges were put on the credit charge and no rewarrs points were used. Below find the message center from the website, From : Comenity Bank Sent : Tuesday, XX/XX/2019, XXXX XXXX  ( ET ) To : You Subject : Re : Closing or Opening an Account Message ID : XXXX Thank you for your recent inquiry to our Customer Care Department. Comenity Capital Bank issues your account and responds to all credit related inquiries. This card is issued by Comenity Capital Bank pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. We value you as a customer, and we strive to provide you the best possible service. In order for us to resolve this matter, please call My XXXX XXXX  Member Care XXXX ( Monday-Friday XXXX EST ; Saturday XXXX XXXX ; Sunday XXXX EST ) as soon as possible. We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- The {$110.00} charge that is in question is a membership renew due to the charge card. I already contacted the charge card and they said the charge is by XXXX for membership renewal. 
From : You Sent : Monday, XX/XX/2019, XXXX XXXX ( ET ) To : Comenity Bank Subject : Re :  Closing or Opening an Account Message ID : XXXX The {$110.00} charge that is in question is a membership renew due to the charge card. I already contacted the charge card and they said the charge is by XXXX for membership renewal. 
From : Comenity Bank Sent : Sunday, XX/XX/2019, XXXX XXXX  ( ET ) To : You Subject : Re :  Closing or Opening an Account Message ID : XXXX Thank you for your recent inquiry to our Customer Care Department. Comenity Capital Bank issues your account and responds to all credit related inquiries. This card is issued by Comenity Capital Bank pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. We regret to inform you that we do not have additional details regarding the purchase on your XXXX XXXX XXXX XXXX Mastercard account. Please contact the merchant directly in regards to the details of your transaction. Per your request, we have already closed your account on XX/XX/XXXX. Your current balance is {$510.00} and this information will be provided to the national credit reporting agencies. We will continue to send monthly billing statements on any remaining balance until it is paid in full. Although you requested your account closed, we hope that you will continue to shop with XXXX XXXX XXXX XXXX Mastercard. We value you as a customer and would like to invite you to apply for a new XXXX XXXX XXXX XXXX Mastercard account via the https : //comenity.netXXXX website in the future. We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I requested that my XXXX XXXX   account be cancelled and a charge of {$110.00} be reversed, two weeks ago. Please verify that the account is closed and {$110.00} charged back to my account From : You Sent : Saturday, XX/XX/2019, XXXX XXXX ( ET ) To : Comenity Bank Subject : Closing or Opening an Account Message ID : XXXX I requested that my XXXX XXXX account be cancelled and a charge of {$110.00} be reversed, two weeks ago. Please verify that the account is closed and {$110.00} charged back to my account From : Comenity Bank Sent : Monday, XX/XX/2019, XXXX XXXX ( ET ) To : You Subject : Re : Refunds Message ID : XXXX I am with Comenity Capital Bank, which handles everything related to your Mastercard account. I'm happy to help you today. This card is issued by Comenity Capital Bank pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. We certainly do apologize for any inconvenience or confusion this has caused. For better assistance regarding refund on your account, we request you to contact us by phone at XXXX. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Pleas e fix this problem. I have been fighting XXXX/XXXX XXXX comenity Capitol bank since XXXX. My membership has been cancelled. and I am requesting a refund for the membership charge on the, XXXX Comenity charge who according to the Comenity rep ( XXXX ), see below ; Comenity did not have a request to refund and the XXXX XXXX rep ( XXXX ) was to send an additional request for the refund. 
From : You Sent : Saturday, XX/XX/2019, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Re :  Refunds Message ID : XXXX Pleas e fix this problem. I have been fighting XXXX/XXXX XXXX comenity Capitol bank since XXXX. My membership has been cancelled. and I am requesting a refund for the membership charge on the, XXXX Comenity charge who according to the Comenity rep ( XXXX ), see below ; Comenity did not have a request to refund and the XXXX XXXX rep ( XXXX ) was to send an additional request for the refund. 
From : Comenity Bank Sent : Tuesday, XX/XX/2019, XXXX XXXX  ( ET ) To : You Subject : Re :  Refunds Message ID : XXXX Dear XXXX, I'm Mr. XXXX with Comenity Capital Bank, which handles everything related to your XXXX  XXXX XXXX World Mastercard account. This card is issued by Comenity Capital Bank pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. I apologize for any inconvenience you've experienced. However there are no credit for the below mentioned amount showing on your account. Please call XXXX  XXXX XXXX at XXXX ( Monday-Friday XXXX EST ; Saturday XXXX EST ; Sunday 12pXXXX EST ) for assistance. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- XX/XX/19 XXXX Called XXXXXXXXto request mo information about the requested refund of {$110.00}, for XXXX membership renewal. I was transferred to XXXX XXXX, XXXX, and informed her of the history of this request. She called Commenity rep ( XXXX ), and advised that he did not have any request for a refund. XXXX XXXX. XXXX checked with her supervisor who advised that the request for the refund was made XX/XX/19, Commenity did not show any request to reverse the charge and XXXX was unable to reverse the charge. XXXX and her supervisor was to followup. 
From : You Sent : Saturday, XX/XX/2019, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Re :  Refunds Message ID : XXXX XX/XX/19 XXXX Called XXXXto request mo information about the requested refund of {$110.00}, for XXXX membership renewal. I was transferred to XXXX XXXX, XXXX, and informed her of the history of this request. She called Commenity rep ( XXXX ), and advised that he did not have any request for a refund. XXXX XXXX. XXXX checked with her supervisor who advised that the request for the refund was made XX/XX/19, Commenity did not show any request to reverse the charge and XXXX was unable to reverse the charge. XXXX and her supervisor was to followup. 
From : Comenity Bank Sent : Friday, XX/XX/2019, XXXX XXXX  ( ET ) To : You Subject : Re : Refunds Message ID : XXXX Dear XXXX, I'm Ms. XXXX with Comenity Capital Bank, which handles everything related to your XXXX  XXXX XXXX Mastercard account. I'm happy to help you today. This card is issued by Comenity Capital Bank pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. We apologize for any inconvenience you've experienced. We'll use your feedback to provide the best customer service possible. The best way we can help with your concern is to call XXXX  XXXX XXXX Customer Care team at XXXX ( Monday-Friday XXXX EST ; Saturday XXXX EST ; Sunday XXXX EST ).  If you have any questions, please click the reply button. Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- This is my third attempt to get a $ XXXXrefund for my membership. As soon as I saw the charge, called and cancelled my membership and requested the {$100.00} charge be reversed. I was told that it would take 10 business days. I called again was advised that who ever did the first reimbursement did not do the refund correctly. The second person was going to correct. So far it has not been reversed. Please advise me what is the problem. XXXX XXXX is approximately 50 miles away and we are not a business, to pay that level of membership. Also we have never used any of the rebate for using the card. 
From : You Sent : Tuesday, XX/XX/2019, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Refunds Message ID : XXXX This is my third attempt to get a $ XXXXrefund for my membership. As soon as I saw the charge, called and cancelled my membership and requested the {$100.00} charge be reversed. I was told that it would take 10 business days. I called again was advised that who ever did the first reimbursement did not do the refund correctly. The second person was going to correct. So far it has not been reversed. Please advise me what is the problem. XXXX XXXX is approximately 50 miles away and we are not a business, to pay that level of membership. Also we have never used any of the rebate for using the card. 






From : Comenity Bank Sent : Tuesday, XX/XX/2019, XXXX XXXX  ( ET ) To : You Subject : Re : Transaction Information Message ID : XXXX I am with Comenity Capital Bank, which handles everything related to your Mastercard account. This card is issued by Comenity Capital Bank pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. We apologize for any inconvenience you've experienced. Please be informed that a special letter stating the same has been sent to your mailing address and will reach you within 7-10 business days. If you have any questions, please click the reply button. Sincerely, XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- What is the problem. I filed a complaint with comenity bank, for an unauthorized charge on my Master Card.  Dispute # XXXX.. This has been ongoing since XXXX, and my membership has been cancelled and I have yet to get a refund. I also thought that a disputed charge is debited back on the charge card until the dispute is adjudicated. 
From : You Sent : Saturday, XX/XX/2019, XXXX XXXX  ( ET ) To : Comenity Bank Subject : Re :  Transaction Information Message ID : XXXX What is the problem. I filed a complaint with comenity bank, for an unauthorized charge on my Master Card. Dispute # XXXX.. This has been ongoing since XXXX, and my membership has been cancelled and I have yet to get a refund. I also thought that a disputed charge is debited back on the charge card until the dispute is adjudicated. 
From : Comenity Bank Sent : Thursday, XX/XX/2019, XXXX XXXX  ( ET ) To : You Subject : Re :  Transaction Information Message ID : XXXX I am with Comenity Capital Bank, which handles everything related to your Mastercard account. This card is issued by Comenity Capital Bank pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. We would like to take this opportunity to inform you that, we are still working on your dispute. You will be informed as soon as your dispute is approved. We appreciate your patience in this regard. If you have any questions, please click the reply button. Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- XX/XX/XXXX Contacted My XXXX  card XXXX XXXX XXXX option 4-3-9. Talked to XXXX and explained problem, `disputed the charge since this is a regular MasterCharge. Opened dispute Case # XXXX. 
From : You Sent : Wednesday, XX/XX/2019, XXXX XXXX  ( ET ) To : Comenity Bank Subject :  Transaction Information Message ID : XXXX XX/XX/XXXX Contacted My XXXX  card XXXX XXXX XXXX option 4-3-9. Talked to XXXX and explained problem, `disputed the charge since this is a regular MasterCharge. Opened dispute Case # XXXX. 




I am also requesting any interest that has accrued. 




XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, GA XXXX

Company response to consumer: Closed with explanation