Consumer complaint received 2024-03-17
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. (TX)

XX/XX/XXXX I called in to Comenity Bank to dispute a trip booked with XXXX XXXX travel after XXXX XXXX sent an email on XX/XX/XXXX stating a " majority '' of our original trip was still planned after the XXXX earthquake in early XX/XX/XXXX. I previously tried working with XXXX XXXX since it was no longer the trip they advertised and I originally paid for ( {$2200.00} ) a trip dated XXXX. The Initial deposit paid on XX/XX/XXXX ( {$300.00} gate XXXX + {$940.00} XXXX XXXX ) remainder of gate XXXX charged on XX/XX/XXXX for XXXX {$50.00} amendment fee on XX/XX/XXXX for a tour I added to my itinerary ) and I disputed the entire amount of the trip ( land +air ) purchased from gate XXXX ( {$2200.00} ) on XX/XX/XXXX with XXXX 

I was not successful with gate XXXX when I tried working with them in XXXX on this trip ; thus the dispute with comenity. I received a letter from XXXX on XX/XX/XXXX confirming my dispute but it shows no dollar amount but it should show {$2200.00} ( thus why they never got this dispute right to begin with ). All the supporting receipts, travel documents with cancellation policy were sent to comenity Bank through their online message center. They only put in a portion of the dispute for Gate XXXX ( {$900.00} paid XX/XX/XXXX ) and did not put in the air travel portion ( the charge was run XX/XX/XXXX under " XXXX XXXX XXXX '' by gate XXXX nor the remainder I paid for the trip in total not accounted for was {$350.00} that should have been included in the original dispute on XX/XX/XXXX for the entire trip ) XXXX submitted the supporting documents showing the trip cancellation, charges, etc and what/how I canceled through gate XXXX after they sent an email on XX/XX/XXXX updating travelers stating I had options for the trip to include canceling ( I submitted the dispute on XX/XX/XXXX to comenity prior to gate XXXX sending options on XX/XX/XXXX. Trip was scheduled to leave XX/XX/XXXX ). I had to cancel with gate XXXX by XX/XX/XXXX ( 3 days after email sent ) and I canceled online with gate XXXX and then confirmed again by phone with gate XXXX on XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter from comenity stating I was not responsible for {$900.00} on XX/XX/XXXX and it was credited to my account ; however there was the remainder of the gate XXXX trip not accounted for nor the airfare charged for {$940.00} by XXXX XXXX XXXX ), so I called in again about the dispute and that representative obviously didnt document it well either for the second call where I was able to actually speak to someone. In the meantime, I spoke to gate XXXX and they gave me a travel credit ( XXXX ) for the remaining land portion that had not been addressed by comenity, so I only disputed the remainder for the airfare {$940.00} for air maroc. I paid {$2200.00} for the original trip, and at this point on XX/XX/XXXX, after receiving the letter and calling in, only {$900.00} was addressed. On XX/XX/XXXX, I received a letter by mail from comenity stating my claim was being looked into. On XX/XX/XXXX I received a letter from comenity stating that I had already received the air service from XXXX XXXX XXXX for {$940.00}. I submitted a response to this letter using their online message center telling them this was not true ( since I could never get through to anyone by phone ). I did not go on the trip so I did not receive service since it was no longer the trip I originally booked. I had already included documentation for gate XXXX cancellation and explained I canceled the trip. On XX/XX/XXXX I received a letter from comenity stating they were still researching my claim ( again it should specify the amount being researched and it wasn't listed in the letter ). On XX/XX/XXXX I received a letter from comenity in reference to {$940.00} stating they did not receive any additional documents or information supporting my dispute. This is not true. All documents for the airfare dispute were submitted through their online message center on XX/XX/XXXX and XX/XX/XXXX ( both with a response from comenity showing documents attached XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX. 

The issue with comenity is once a dispute is submitted the only option I was given to submit documents was their online message center which doesn't work more than half the time so I was having to send multiple messages, XXXX to whether they received everything ( even though I would get a response they received my message, there was no real way to tell if they received the documents ). When I would call to follow up, because my account was in dispute I would get a generic message and would have no one to speak to. After XX/XX/XXXX, which wasn't properly documented to begin with, I only had XXXX other opportunity to talk to someone to discuss the incorrect dispute amount for this trip. The remainder of the time, everything was done through the online message center and letters sent with very vague information and no other way to submit documentation. XXXX is they had all documents to begin with and as this changed with gate XXXX, I provided those documents as well. The dispute was poorly documented by representatives on XX/XX/XXXX and again on XX/XX/XXXX ( and the representative even stated they were having problems with their online message center ), and I, as a consumer, am stuck with an online message center that doesnt work and has limits on sizes that can be attached so had to send multiple messages not knowing if they really received them. Also, Comenity states interest is taking care of for the disputed amount, but my account continued to show interest accured as I realized this dispute was going nowhere, I stopped using the account and could see interest charged XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( even though my oustanding account balance was less than the original amount disputed for the trip and had not been accounted for {$940.00} ).