Consumer complaint received 2024-06-20
Product: Credit 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. (CA)

I purchased a purse on XX/XX/XXXX as an anniversary gift for the amount of {$2100.00} the original delivery date was suppose to be XX/XX/XXXX but it was delievered early on XX/XX/XXXX at XXXX. I was not home at the time XXXX shows they delivered the package but my family was home and i checked my cameras, no one ever stepped foot on my property at XXXX on XX/XX/XXXX when XXXX shows they " delivered '' my package. Ultimately it was delivered to the wrong address on my street. I have since been disputing this with the merchant who claims I did receive my item I provided them video footage showing them the XXXX XXXX  was not at my house he was parked across the street but I don't know where he went because the tree in front of my house blocks the driver side of the door so I don't know what house he walked to but its clear as day, he never came on my side of the street & I have footage showing he never stepped foot on my side of the street nor my property. The merchant denied my claim stating that XXXX was indeed in the area of my house and told me to make a police report then go to my credit card company and dispute the charge. I have requested proof of delivery which i was never provided. The merchant took almost 2-3 weeks to " investigate '' with no outcome. After i told them i had video footage, they said claim was denied but its like they never even reviewed the footage to begin with. I requested proof of delivery, signature or something showing proof of delivery and The merchant said they can not provide me the " signature '' and i feel because there is not one or it is forged. I tried to reach out to XXXX  for proof of delivery just to be told they can not provide me any information and that they can only deal with the merchant not me as the customer which is very ridiculous because are you kidding me? They have yet to provide me anything at all and only told me that XXXX XXXX was " in my area '' at the time of delievery. so I pushed back and sent them the video showing yes they were on my street but the driver never stepped foot on myproperty and i possibly knew why he could have mistakenly not saw my address because I had a tree also blocking my address which I will attach a photo here. They brushed it off and continued to claim package was delievered and didn't not want to hear me telling them it was not delievered to me at my home. They told me to make a police report & to talk to my financial institution to dispute the charge. So I disputed this charge with my card holder Of my Ulta Master card through Comenity Bank. Since then, I stopped speaking with the merchant and started dealing just with my credit card issuer. I have submitted numerous hand written disputes, I have provided photos that are date & time stamped since they won't accept video footage but the screenshots are clear as day showing the XXXX  guy was never at my house at the time of delivery. i provided the police report and every detail possible for them to investigate properly. Since then, at around 120 days from the inital dispute, the bank provided me a provisional credit for the total amount. I called the bank to confirm the dispute was complete and I was told by a comenity rep, yes and I would receive a letter in the mail and that I was okay to use the credit. So I started using my credit card balance since I had to go out of town for work. I had to use my credit card to rent a car which I had to use XXXX as a deposit. I noticed around a week later mid XX/XX/XXXX I noticed the charge was back on the card when i called to confirm if my car rental place put my deposit back on my card so i started wondering why the charge was back on the card. So I called the bank and they said the credit wasn't reversed but the merchant charged my card again ( which I don't understand how because I had a new card # ) and i didnt have that amount available in credit so my first question was how did they charge my card with the balance not available because that almost XXXX XXXX charge just doubled my account balance and put me in a bad spot. The rep said sometimes this happens but she would dispute the charge again. so they again dispute the charge. I called back numerous times since then to check the status making many complaints because each rep always told me something different and i had to fully explain what was the reason for my call which led to numerous escalations with no outcome. Around XXXX XXXX i received a letter in the mail that said they needed more information to investigate my dispute and i feel like they are not even reviewing any of the proof that i have submitted because i sent numerous documents in 1 big fat envelope making this whole investigation easy for them and they must not have reviewed my proof that i sent via usps and through their online portal because I went above and beyond and sent every single piece of evidence that was more than enough to understand what happened but yet still no help nor resolution. When i would upload proof on the online portal secure mailbox it's like the rep responding had no clue what was going on with my account/dispute because I always got a vague generic message back that they were working on my dispute and will get back to me once complete it kind of seemed if i submitted something online, i restarted the dispute process. When calling in, I spoke to numerous reps on numerous occasions and til this day have yet to have a resolution. I request to speak to a higher supervisor and the leads won't pass the call to their supervisor and force me to speak with them but i feel defeated and like no one is helping me I feel none of the reps are helping and just taking the actual time to read throughly through my issue and assist. They re not taking my account serious because the dispute team definitely did not review any of the proof that i provided to them. It's like no one ever knows what is going on or can answer me what status my dispute is in. Today I called to see if i could possibly get my payment lowered until the dispute is over and low and behold I was told no dispute was active, I got mad and requested a supervisor but had to talk to a lead who had to dig and dig and saw the dispute was sitting in a doormat pending status which is totally ridiculous being this has been over a year already and no resolution. I was also told the credit was reversed because the " merchant said I did receive my item '' and I snapped because I literally told them that to begin with I told the supervisor that is why I am reaching out to them because the merchant is saying I received my item but I have video proof that I did not. She then said no the credit wasnt reversed and that it looks like for some reaosn the merchant charged my card again which also is false because thry cancelled the original card and ordered me a new card with a whoel new account number so there is no way they could have charged my card again. I asked the lead if they did charge my card, how were they ablento do so if i didnt have that balance available in credit, she had no answer for me. I asked her so does she or does she not see my dispute and Again they say the dispute is pending so i have been waiting to hear the outcome this whole time since the charge was put back onto the account in good faith, I have still making my payments on something never received. So yesterday XX/XX/XXXX also the lead tells me well it's passed the 60 days to file and i have to hand write in again. I got very angry and said no i have done this so many times and im back at square 1 again so at that point I requested a supervisor because I have been told numerous times that they were investigating my dispute but now I'm being told they were not i told the rep that i was also making a complaint with you guys here at CFPB or the FTC because im sick of being tossed around and not getting help. She Finally says she will escalate the dispute and this time the dispute is being escalated a differnt way then thr past few times ( which I find hard to believe they are doing anything at all ) but she wanted me to resubmit everything i had which I was trying to do until their website keeps giving me issues. At this point i am so drained and tired. Their website doesnt allow me to add anything and i am just exhaused now i have told this situation and explained so many times just to be told they have it but it would be best to resubmit it. Its like they want me to do the work for them. They shouls have numerous copies of everything photos video, police reports, emails since i have submitted mumerous times and multiple ways ( mail/electronicly )? Finally I asked for confirmation is my dispute open or not and she said it was just sitting in a pending status which is frustrating because this should have took no longer than 60/90 days but the 1st time it took 120 days. its been a year alreayd since the original charge and still no help nor resolution. It's like no one is reviewing any information I have provided. I hand wrote my original dispute and mailed in around 40 pieces of evidence. In XX/XX/XXXX i spoke to a supervisor and he confirmed they received my dispute in the big fat envelope so I am not understanding why it's almost a year later and this still has not been resolved and im being asked to resubmit again. Its like they want their clock to restart ticking so they can lag some more. I have been making my payments im good faith on an item I have proof I did not received, yet here I am being disciplined and treated like a liar and no one is helping me or taking me serious. I have been doing all the leg work and investigative things myself. Every time I call in, a new person gives me information different from the last rep. I am so frustrated with this company and I want this to be resolved. Them telling me I was able to use the provisional credit put me owing double of my credit limit because this charge is still floating around and because of the high amount I am being charged super high interests rates. Please help me get a resolution because I have tried to resolve this with the merchant out of good faith but they told me to make a police report and talk to my card issuer and i tried to resolve with them and i have given up because i feel like thwy do not care at all. I will upload a clip of the date and time stamp showing the XXXX XXXX  in 2 different angles that he was not at my house nor never stepped foot on my side of the street. Yet I'm being disciplined for this. I know I can't upload the whole video because of the sizing of it but please review the footage for yourself and help me get a resolution. This has gone on far too long and as a consumer, I'm treated very poorly like I am trash. I cant imagine how many other customers are out here being treated like this. I pray to get this resolved and they keep going in circles and lying telling me it's in process when they have not done anything. I did not receive my package in good faith i reached out to the merchant and let them know i did not recieve my package i offered to send the whole video footage that is even longer showing two different camera angles date and time stamped showing within 5 mins before the time the driver delievered the package to during the XXXX time stamp even after, the driver never steps on my property. The merchant who claims I did receive my item I provided them video footage showing them the XXXX driver was not at my house he was parked across the street its clear as day, he never came on my side of the street & I have footage showing he never stepped foot on my side of the street nor my property. The merchant denied my claim stating that XXXX  was indeed in the area of my house and told me to make a police report then go to my credit card company and dispute the charge because they can not replace my item or refund me so then i requested proof of delivery which they never provided photos signature nothing at all. The merchant said they can not provide me the " signature '' and i feel because there is not one or it is forged. I tried to reachout to XXXX for proof of delivery just to be told they can not provide me any information and that they can only deal with the merchant not me as the customer which is very ridiculous because are you kidding me? They have yet to provide me anything at all and only told me that fed ex was " in my area '' at the time of delievery. so I pushed back and sent them the video showing yes they were on my street but the driver never stepped foot on myproperty and i possibly knew why he could have mistakenly not saw my address because I had a tree also blocking my address which I will attach a photo here. They brushed it off and continued to claim package was delievered and didn't not want to hear me telling them it was not delievered to me at my home. They told me to make a police report & to talk to my financial institution to dispute the charge. So I disputed this charge with my card holder Of my Ulta Master card through Comenity Bank. Since then, I stopped speaking with the merchant and started dealing just with my credit card issuer. I have submitted numerous hand written disputes, I have provided photos that are date & time stamped since they won't accept video footage but the screenshots are clear as day showing the XXXX guy was never at my house at the time of delivery. i provided the police report and every detail possible for them to investigate properly. Since then, at around 120 days from the inital dispute, the bank provided me a provisional credit for the total amount. I called the bank to confirm the dispute was complete and I was told by a comenity rep, yes and I would receive a letter in the mail and that I was okay to use the credit. So I started using my credit card balance since I had to go out of town for work. I had to use my credit card to rent a car which I had to use XXXX as a deposit. I noticed around a week later mid XX/XX/XXXX I noticed the charge was back on the card when i called to confirm if my car rental place put my deposit back on my card so i started wondering why the charge was back on the card. So I called the bank and they said the credit wasn't reversed but the merchant charged my card again ( which I don't understand how because I had a new card # ) and i didnt have that amount available in credit so my first question was how did they charge my card with the balance not available because that almost XXXX XXXX  charge just doubled my account balance and put me in a bad spot. The rep said sometimes this happens but she would dispute the charge again. so they again dispute the charge. I called back numerous times since then to check the status making many complaints because each rep always told me something different and i had to fully explain what was the reason for my call which led to numerous escalations with no outcome. Around XXXX XXXXXXXX i received a letter in the mail that said they needed more information to investigate my dispute and i feel like they are not even reviewing any of the proof that i have submitted because i sent numerous documents in 1 big fat envelope making this whole investigation easy for them and they must not have reviewed my proof that i sent via usps and through their online portal because I went above and beyond and sent every single piece of evidence that was more than enough to understand what happened but yet still no help nor resolution. When i would upload proof on the online portal secure mailbox it's like the rep responding had no clue what was going on with my account/dispute because I always got a vague generic message back that they were working on my dispute and will get back to me once complete it kind of seemed if i submitted something online, i restarted the dispute process. When calling in, I spoke to numerous reps on numerous occasions and til this day have yet to have a resolution. I request to speak to a higher supervisor and the leads won't pass the call to their supervisor and force me to speak with them but i feel defeated and like no one is helping me I feel none of the reps are helping and just taking the actual time to read throughly through my issue and assist. They re not taking my account serious because the dispute team definitely did not review any of the proof that i provided to them. It's like no one ever knows what is going on or can answer me what status my dispute is in. Today I called to see if i could possibly get my payment lowered until the dispute is over and low and behold I was told no dispute was active, I got mad and requested a supervisor but had to talk to a lead who had to dig and dig and saw the dispute was sitting in a doormat pending status which is totally ridiculous being this has been over a year already and no resolution. I was also told the credit was reversed because the " merchant said I did receive my item '' and I snapped because I literally told them that to begin with I told the supervisor that is why I am reaching out to them because the merchant is saying I received my item but I have video proof that I did not. She then said no the credit wasnt reversed and that it looks like for some reaosn the merchant charged my card again which also is false because thry cancelled the original card and ordered me a new card with a whoel new account number so there is no way they could have charged my card again. I asked the lead if they did charge my card, how were they ablento do so if i didnt have that balance available in credit, she had no answer for me. I asked her so does she or does she not see my dispute and Again they say the dispute is pending so i have been waiting to hear the outcome this whole time since the charge was put back onto the account in good faith, I have still making my payments on something never received. So today XX/XX/XXXX also the lead tells me well it's passed the 60 days to file and i have to hand write in again. I got very angry and said no i have done this so many times and im back at square 1 again so at that point I requested a supervisor because I have been told numerous times that they were investigating my dispute but now I'm being told they were not i told the rep that i was also making a complaint with you guys here at CFPB or the FTC because im sick of being tossed around and not getting help. She Finally says she will escalate the dispute and this time the dispute is being escalated a differnt way then thr past few times ( which I find hard to believe they are doing anything at all ) but she wanted me to resubmit everything i had which I was trying to do until their website keeps giving me issues. At this point i am so drained and tired. Their website doesnt allow me to add anything and i am just exhaused now i have told this situation and explained so many times just to be told they have it but it would be best to resubmit it. Its like they want me to do the work for them. They shouls have numerous copies of everything photos video, police reports, emails since i have submitted mumerous times and multiple ways ( mail/electronicly )? Finally I asked for confirmation is my dispute open or not and she said it was just sitting in a pending status which is frustrating because this should have took no longer than 60/90 days but the 1st time it took 120 days. its been a year alreayd since the original charge and still no help nor resolution. It's like no one is reviewing any information I have provided. I hand wrote my original dispute and mailed in around 40 pieces of evidence.

My apologies if some of these paragraphs were pasted twice. I tried to type out my statement first because the website kept timing out and I think I might have pasted twice so my apologies but please any assistance is greatfully appreciated and needed.