Consumer complaint received 2024-10-04
Product: Credit card — Store credit 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. (VA)

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Re : Account ending in XXXX To Whom It May Concern : This letter is to request a removal of all fees on the account ( {$30.00} returned check fee and {$2.00} minimum interest charge ) and refund of all previous un-refunded charges and interest ( {$24.00} ). Below is a timeline of events leading to the refund request. 

XX/XX/XXXX - Credit card ending in XXXX was opened and purchased two outdoor planters XX/XX/XXXX - Purchased one additional planter ( identical ) XX/XX/XXXX - Check # XXXX was issued from XXXXXXXX XXXX XXXX in the amount of {$330.00}. Statement balance was {$330.00} due on XX/XX/XXXX. XXXX XXXX XXXX XXXXXX/XX/XXXX - Left country for vacation XX/XX/XXXX - Returned home from vacation and checked online bank accounts and noticed check # XXXX was not cashed XX/XX/XXXX - Called XXXX XXXX at XXXX and was told by XXXX that my new balance was {$370.00} ( {$30.00} late fee + {$9.00} interest fee ). I explained to him we have confirmation that a check was sent from our bank and even provided the confirmation number. XXXX said there was nothing they could do and that we owed the new balance. 
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and spoke with XXXX XXXX who also said XXXX XXXX XXXX no responsibility for the missing check. I was then transferred to XXXX, a XXXX  Account Specialist in Customer Care for XXXX XXXX She told me they would open an investigation into the lost check. I received a confirmation number # XXXX and was told we would be contacted within 7-10 business days. As a one time courtesy, she removed {$15.00} from the late fee. This was a XXXX minute phone call. 
XX/XX/XXXX - I made a payment for the full balance minus the {$15.00} credit back to my account. The amount of {$350.00} was sent to cover the balance. It was received on XX/XX/XXXX. During this time, we cancelled the lost check. We were never contacted from XXXX XXXX  regarding the investigation. 
XX/XX/XXXX XXXX XXXX XXXX attempted to cash check # XXXX ( still no understanding of how or when it was found, nor were we contacted ) but it had been cancelled, thus I incurred a return check fee of {$30.00} and a minimum interest fee of {$2.00} ). 
XX/XX/XXXX - I called XXXXXXXX XXXXXXXX customer service and spoke with XXXX at XXXX, another XXXX  Account Specialist. She told me she would remove the returned check fee from my account, bringing my balance back to {$0.00}. At this point I closed my account. My statement for XXXX ( due XXXX XXXX, XXXX ) noted a new balance of {$32.00} but marked DO NOT PAY under minimum payment. This was a 25 minute phone call. 
XX/XX/XXXX - Called XXXX at XXXX, a third XXXX  Account Specialist regarding my XXXX statement which shows a balance of {$32.00} again. XXXX told me she is unable to remove the returned check fee and to send a written request to XXXX XXXX XXXX. This was a XXXX minute phone call. 

Overall the customer experience for a first time use of the card was extremely poor. I have patiently dealt with this ongoing issue and have done my part to get my balance to {$0.00} as seen fit. XXXX XXXX XXXX XXXX to have not processed the check in a timely manner and is penalizing me for their faulty processes. In addition, XXXX XXXX has done nothing to work with me to settle this issue in an equitable way, continuously refusing to accept any responsibility. As mentioned above, I expect a reversal of the {$32.00} balance on the account and a refund of the initial un-refunded fees and interest totaling {$24.00}. 

Please contact me if you have any questions. 

Sincerely, XXXX XXXX