Consumer complaint received 2019-07-05
Product: Credit card or prepaid 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. (FL)

Complaint:
On XX/XX/2019, I placed an online order -Order Number XXXX for {$820.00} with XXXX XXXX. The order was charged to my XXXX XXXX credit card, sponsored by Comenity Bank. The order was for 2 items - a Picture ( XXXX + XXXX oversized shipping charge ) and a Candle holder. I received the Candle holder. The items were shipped separately, and noted in the shipping information for the picture it said shipper would contact me for delivery. I was never contacted. After waiting a few weeks, I reached out to XXXX XXXX customer service and was told that the customer service person would investigate and call me back. I heard nothing back. I made multiple attempts to contact XXXX XXXX again by phone, and also by email through the XXXX XXXX Website. Additionally I contacted the XXXX XXXX store located at XXXX XXXX and spoke with the Manager multiple  times, who reached out to the Area Manager, who unfortunately said they could not help me since this was not a store purchase. 
When I received my credit card statement and it included the charge for the picture, I contacted Comenity Bank and placed this into dispute. The agent I initially spoke with miscategorized the complaint, and I received a letter from Comenity Bank. I immediately spoke to a Comenity Bank supervisor who placed this back in dispute. This was in early XXXX. Comenity bank also had me submit a written dispute through their website portal. Today I received notice that Comenity bank has taken this matter out of dispute - DUE TO THE FACT THEY WERE UNABLE TO GET A RESPONSE OF ANY KIND FROM XXXX XXXX- and charged me back the {$670.00} dollars to my account. If I am unable to get a response from XXXX XXXX and take the steps to resolve it, and the Credit Card Company is unable to get any response - HOW CAN I BE HELD RESPONSIBLE FOR THIS CHARGE? It is unimaginable that XXXX XXXX has no obligation to respond to either the consumer or the credit card company, yet I am obligated to pay for something I did not receive. 

It is unthinkable. I spoke at length with Comenity bank today - and they said they can not do a thing about it, and they recognize my frustration, but basically, its my tough luck. What would stop any retailer from arbitrarily billing whatever they want on a consumers card if they do not have an obligation to prove that merchandise was shipped and received by the consumer. 

I can not escalate my claim any further - at Comenity bank and can not get in touch with XXXX XXXX, although I've left another message for them. So I'm left with no alternative but to file a complaint through CFPB. 

Please help me, this is unfair and unreasonable. If I don't pay, this will be a blemish on my CREDIT REPORT, and to be strong armed into paying {$670.00} for merchandise I never received is just unreasonable. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief