Consumer complaint received 2024-01-23
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Bread Financial Holdings, Inc. (LA)

On XX/XX/XXXX, I noticed an over {$300.00} payment was made from my XXXX account to Victoria Secret ; Comenity Bank. 
Upon further investigation on the Victoria Secret App I found multiple charges made in-store that followed a small purchase made the exact same day. 
I looked into the multiple online orders and they were in OHIO. 
I have never lived in OHIO! 
I called the " fraud '' number on the back of my credit card and it brought me to an automated machine in which nobody answers when you press the selection for fraud! 
I called XXXX times! 
Then I pressed the selection for sales because I knew a human would answer for sales purposes and I was correct. 
I reported the amount of times I had called to the representative and frantically told her to CANCEL THE CARD NOW! 
She was able to cancel the card and she claimed to have sent a message to the frauds department as it was a Saturday she stated they XXXX not be available. 
I immediately contacted XXXXXXXX XXXX and sent them the copies of the statements and calls I made that went unanswered to Victoria Secret. 
XXXX was able to reverse the last two auto debits from my account to Victoria Secret totaling nearly {$800.00}! 
epresentative from Victoria Secret had not contacted me from the fraud dept at any point in time. XX/XX/2024 their collections dept started calling every hour! 
I answered and of course the representative, XXXX, transferred me to fraud because she knew nothing of the fraud, the canceled care or anything XXXX in Fraud answered and she stated that she had the case and THEY HAVE 90 DAYS TO INVESTIGATE. She stated I reported {$36.00} of fraud. I said TO WHOM?? NOBODY has called me back from your department! 
She said well it's still being investigated and you need to send in the statements with the valid charges in the meantime. 
I asked what about my CREDIT? She said nothing happens while our investigation in on-goin and that she would stop the calls. She advised me to send over all the statements that were VALIDLY charged. I agreed and the calls stopped for two weeks and then began again! 
Yesterday I received another call from collections and was told she did not have information on the fraud claim or the result of any claim and she transferred me to the fraud dept. 
I spoke to a XXXX, initially the representative pretended to not hear me and then asked me why I had not hung up? 
I said you all called me and I need an update on the FRAUD! 
She said " you need to send the statements with the fraud charges and not the legitimate ones. '' I said that is not what I was instructed previously and that is a lot harder than the legitimate ones! She reassured me the collection calls would stop but MY CREDIT IS NOW XXXX!!!! 
This in and of itself is a SCAM! I can also no longer log into my acct to view the statements of that card because it is CANCELED! 

Victoria Secret needs to be cited for this unethical practice! 
They have absolutely no process for fraud investigations and the consumers take all the risk using the card! 
MY CREDIT IS NOW RUINED WHILE THEY HAVE NEVER INVESTIGATED ANYTHING!