Consumer complaint received 2020-02-05
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Bread Financial Holdings, Inc. (CT)

On XX/XX/XXXX I purchased a travel package that included airfare ( {$680.00} ) and a hotel stay ( {$450.00} ) at the XXXX XXXX XXXX  in XXXX, XXXX XXXX with XXXX XXXX XXXX XXXX. A few days after my purchase, XXXX XXXX, a subsidiary of XXXXXXXX XXXX XXXX XXXX filed bankruptcy. On XX/XX/XXXX a few days before my departure, I contacted the hotel XXXX XXXX XXXX  in XXXX, XXXX XXXX to confirm our reservation and was told I did not have a reservation. I provided the hotel with my confirmation number and a copy of my itinerary. Once again they told me the hotel did not have a reservation in my name. They asked for the name of the travel agency I had purchased my package from and I told them XXXX XXXX  XXXX XXXX. The hotel stated that XXXX XXXX XXXX XXXX  was affiliated with XXXX XXXX and that because of the recent bankruptcy, my reservation had been annulled. XXXX XXXX XXXX stated that I would need to make a new reservation and that I would have to pay for my stay upon arrival. My credit card billing statement shows a charge for {$450.00} on XX/XX/XXXX from XXXX XXXX. That was the charge from the travel agency. My credit card billing statement also shows a charge in the amount of {$370.00} for my stay from XX/XX/XXXX - XX/XX/XXXX. My credit card billing statement also shows a Provisional Credit of {$450.00} on XX/XX/XXXX and a Provisional Credit Reversal of {$450000.00} on XX/XX/XXXX. I immediately contacted my credit card company, Comenity Bank to file a claim/dispute regarding the {$450.00} charge. I was on the phone with both the credit card company and the hotel XXXX XXXX XXXX for a total of ( 9 ) hours trying to resolve this issue. On my return from my trip I received a letter from Comenity Bank. They were requesting documentation regarding the dispute. On XX/XX/XXXX I wrote a letter to the Comenity Bank Dispute Department about the issue and what had happened. I included a copy of my itinerary, emails between XXXX 's XXXX XXXX and myself, and email between the XXXX XXXX XXXX  XXXX personnel and myself. 
On XX/XX/XXXX I received a message from Comenity Bank regarding my dispute. I was told my dispute was still being investigated and they would be in touch soon. 

On XX/XX/XXXX I received another message from Comenity Bank regarding my dispute. I was told my dispute was still being processed and that I would be contacted by mail if any additional information was needed or the dispute was completed. 

On XX/XX/XXXX I contacted Comenity Bank by phone. I wanted to check on the progress of my dispute. I was told that a letter had been mailed to me on XX/XX/XXXX and the dispute had been completed. I was not aware of any letter. I told Comenity Bank I had not received any correspondence since XX/XX/XXXX from them. They said they would reissue the letter by mail and that I would receive it in 7-10 business days. 

I stated my frustration with the dispute and asked if I could speak to someone in the dispute department. They told me the dispute department was considered the back office and the only way to get in touch with that department was through mail. I asked Comenity Bank if there was a department that I could escalate my dispute to and they advised they did not have one. They suggested I write another letter to the dispute department protesting their decision to complete the dispute because I had not received a full refund/credit for the annulled reservation that I was charged {$450.00}.