Consumer complaint received 2024-07-11
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. (CA)

On XX/XX/XXXX I placed an order with The XXXX 's place using my store credit card for all my daughters XXXX clothes. On XX/XX/XXXX I was notified via email that XXXX of the XXXX items I had ordered had shipped with XXXX  ( Tracking # XXXX ) and on XX/XX/XXXX I was notified that the last item, a t-shirt, had shipped via XXXX ( XXXX # XXXX ). The total order value was {$230.00}. On XX/XX/XXXX the t-shirt shipped via XXXX was delivered to my mailbox. On XX/XX/XXXX I was notified that the larger shipment with the 16 items shipped via XXXX was out for delivery and expected by end of day. It never arrived, I continued to check the status online and it remained " Out for Delivery '' and " by end of day XX/XX/XXXX '' for the next two and a half weeks. Then on XX/XX/XXXX I got notified that the items had been delivered. I was home that day and so I immediately went to get the package, but nothing had been delivered. My husband was home too, and I asked him if he'd grabbed it, but he hadn't seen it either. I then sent a message to XXXX via their customer service contact to let them know there was an error, and I hadn't received anything, and I got no response. I reached out to The Childrens Place too and was told they would investigate, and I'd hear from them within XXXX XXXX, I didn't hear anything. I contacted both XXXX and The Children 's Place again on XX/XX/XXXX. XXXX never responded and The Children 's Place told me " It's been delivered, you are lying '', I told them it hadn't and to please resend the clothes, they refused and told me to take it up with the credit card company. As a side note I find it very strange to be told something is out for delivery on one day, and then two and a half weeks later it gets delivered randomly the day before XXXX, something was wrong with this from the get go. So, then I called Comenity, who provides the credit card for The Children 's Place, I opened a case with them and explained the entire situation, they sent me a letter a week later with all the tracking info saying it had been delivered and I was to pay the balance. They literally sent me the same info I had provided to them when I opened the case and did not actually perform a proper investigation. The balance came due in the mean time and I did make a payment for the one shirt I received via the XXXX shipment and refused to pay for the rest because it was never received. On my XX/XX/XXXX statement it said I owed the larger amount again and I contacted XXXX again and opened another case and then did so again in XX/XX/XXXX. Every time I get given the same information and told to pay for something I never received. I have spent hours on the phone with The Childrens Place and Comenity to get this resolved ( which would have been easily done by resending the clothes ), I have been accused of lying repeatedly and no one has helped me. XXXX  to date has also never returned a single response to my notification that the items were never delivered. I refuse to pay for something I never received, and I tell Comenity that every time they call me for payment. Now they are hitting my credit score, and so I'm sitting in a situation where I have never received products I ordered, I've tried repeatedly to address the issue with The Children 's Place, I have opened multiple cases with Comenity and received no help, I have paid for what was received, I'm being harassed and now my credit score is being hit... all because I won't pay for something I didn't get. I have never not paid for something I received, I've had great credit always and I have tried repeatedly to solve the issue. I have even been a Comenity card holder for many years until today, having a long standing XXXX and XXXX cards, I have always paid my balances in full and they have never had a problem with me ( they obviously have my payment history on those cards too ), but what has become clear to me through this ordeal is that the stores don't have to help me and Comenity does not protect its customers either and so I have now cancelled both of those cards too. I'm really not sure what else I can do at this point, but I feel like my life is being turned upside down and I've done nothing wrong nor do I deserve it. I will also never purchase a single product from The Children 's place, any of it's affiliates and nor will I open another account with Comenity Bank. I have all the emails, screenshots etc of the tracking info if needed, and both Comenity and The Children 's place have the recorded calls, so you are welcome to follow up with them too.