Consumer complaint received 2024-02-21
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. (AK)

XXXX Purchased laptop through XXXX XXXX XXXX {$1800.00} XXXX Returned item by mail due to being wrong item. XXXX Received information of return to XXXX XXXX XXXX Informed XXXX XXXX of refund not given yet from Comenity Capital Bank XXXX Received Credit Memo from XXXX XXXX to send to Comenity Capital Bank. 
XXXX Informed Comenity Capital Bank with Credit Memo . Requested removal of {$1800.00} for returned laptop. 
XXXX I am with Comenity Capital Bank , which handles your credit card account. I'm here to help with your account needs. Until we find the best resolution for your concern, we won't collect the amount in question or report you as delinquent to the credit reporting agencies. 
XXXX I am with Comenity Capital Bank , which handles your credit card account. I'm here to help with your account needs. I certainly understand your concern. We apologize for any inconvenience caused. Taking a look at your account I see that a dispute has been filed on XX/XX/XXXX. Our dispute team is working dedicatedly in regards to your concern. However, resolutions may take up to XXXX ( XXXX ) days to complete. Upon completion of our research, you will be notified of our findings by US mail. We appreciate your patience while we are conducting our review. 
XXXX I am with Comenity Capital Bank XXXX which handles your credit card account. I'm here to help with your account needs. I apologize for any inconvenience caused. After a quick review on your account I see that your dispute was closed on XX/XX/XXXX and a letter addressing the closure was sent to you via mail on XX/XX/XXXX to your mailing address. Please allow 7-10 business days from the date of issuance for the letter to arrive. Please refer to the letter for additional information. 
XXXX Received letter from Comenity Capital Bank stating several things. Mainly, stating we're sorry we're unable to fulfill your request. 
XXXX Call Comenity Capital Bank XXXX I was informed there is nothing they could do on their end because XXXX XXXX informed them they needed more information but not stating what information or why. I was given a number to contact for XXXX XXXX Customer Service to which the automated information would not send to representative and continued to end the call. After finally getting ahold of someone from Sales to transfer to Finances to which told issue was not their area and was transferred to main line to which nobody answered and said was closed. Call back to main number and finally got ahold of technical support to be told to contact to Finances but informed them of already talking to them and issues with proper order number being old. Once informed of issue and already talking to Finance then was transferred to Customer Care. Once on the phone with Customer Care, they sent request to the financial team in regards to refund. Total time spent on phone with Comenity Capital Bank was XXXX minutes. Total time spent on phone with XXXX XXXX and continuously being transferred and hung up on due to automated number was XXXX minutes. Started this calling process at XXXXXXXX XXXX  XXXX. Finally got someone to do something about the issue at XXXX am XXXX. Issue is still being processed and not resolved after 5 months since item was returned. No resolution at the current time. 
XXXX Received email about request to financial team and allowing update within 24 to 48 hours with Case # XXXX. 
XXXX Sent message to customer care requesting update on XXXX # XXXX. 
XXXX Received email showing a different case number. Case # XXXX stating " I want to let you know that our finance team is still working on this case. Please give us another two to three business days for an update from them. '' Issue has still not been resolved at this time.