Consumer complaint received 2024-02-07
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. (WI)

XX/XX/XXXX : I made an in-store purchase for XXXX} at Express on my Express credit card ( through Comenity ). 
XX/XX/XXXX : I returned all items in-store to Express and received an emailed receipt showing my XXXX return. 
( XX/XX/XXXX : I made an additional Express purchase online for XXXX ) XX/XX/XXXX : I contacted Comenity regarding the return missing from my credit card transactions. ( I'm not sure if I did this online or via a phone call. ) XX/XX/XXXX : I paid what I thought was my full statement balance of XXXX  ) XX/XX/XXXX : I was charged {XXXX in interest for not paying my full credit card balance. 
XX/XX/XXXX : While logged into my account associated with my Express credit card, I contacted Comenity via their message center about having the XXXX} reflected on my account and the XXXX interest charge reversed. 
XX/XX/XXXX : I received a response via Comenity 's message center that they will resolve the issue and that " we won't collect the amount in question or report you as delinquent to the credit reporting agencies. '' ( XX/XX/XXXX : I made an additional XXXX purchase online for XXXX}. XXXX item was cancelled, so I paid XXXX on XXXX and {XXXX} on XXXX for items I did receive. ) XX/XX/XXXX : I was charged a XXXX late fee, even though the last message I received said I they " won't collect the amount in question. '' XX/XX/XXXX : I made a payment for XXXX ( what I thought my recent order was processed for ) to help avoid future fees. 
XX/XX/XXXX : I was charged interest for XXXX 
XX/XX/XXXX : I sent another message in Comenity 's message center confirming that my late fee and additional interest charge would be removed along with my unprocessed return. 
XX/XX/XXXX : I received a response via Comenity 's message center that they will resolve the issue but minimum payments are still required while the dispute 's being resolved. 
XX/XX/XXXX : I responded to the message saying that I will make the minimum payments even though I should not have to make payments for items I returned. 
XX/XX/XXXX : I received a response via Comenity 's message center noting that acknowledge I started my dispute with them on XX/XX/XXXX. They also note that I still need to make minimum payments, but they will refund me all late fees and interest charges when resolved. 
XX/XX/XXXX : I made a payment for {XXXX} so my payments for the month would reach the XXXX} minimum payment from my last statement. 
XX/XX/XXXX : I made a minimum payment for XXXX 
XX/XX/XXXX : I was charged interest for {XXXX. 
XX/XX/XXXX : Received two letters from Comenity despite wanting online communication. One letter was dated XXXX, stating they need more information, and one was dated XX/XX/XXXX, stating I need to call them to resolve my issue. 
XX/XX/XXXX : I made a minimum payment for XXXX 
XX/XX/XXXX : I was charged interest for XXXX 
XX/XX/XXXX : I called Comenity and they didn't seem to know anything about my issue and tried to tell me I need to submit a dispute online. I explained that I did and was transferred to the " order & returns department. '' I was disconnected, so I called back, got the direct number in case I was disconnected again, and was transferred again. They couldn't help because it was an in-store return and transferred me to another department. I spoke with a supervisor and after waiting on hold, he requested to call me back when they figure out the issue. 
XX/XX/XXXX : I made a minimum payment for XXXX 
XX/XX/XXXX : I called Comenity to explain that I never received a call back. After waiting on hold, I was told that they can create a dispute for me but because it's not within 60 days of the return, they can't promise to help. I explained that I initially filed a dispute in XXXX and was told they have no record, so I can create a new dispute. I insisted that I speak with a supervisor, then after 15 minutes on hold, I received a survey and was disconnected. I tried calling back again but kept getting stuck in the phone tree. ( The direct phone number I previously received seems to transfer me right back to Comenity 's main line for customers. )