Consumer complaint received 2026-06-09 00:00:00
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.
State: TX

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting this statement in support of a complaint against XXXX XXXX XXXXComenity Capital Bank and XXXX. The account relates to dental/Invisalign treatment that was financed but never completed. XXXX XXXX XXXX/Comenity denied multiple disputes without properly investigating the core issue : the services were unfinished, the office issued an unexplained refund check, and the account was later transferred to a debt collector threatening legal action. BACKGROUND The account relates to dental/Invisalign treatment financed through XXXX XXXX XXXX/Comenity Capital Bank XXXX The original financed treatment amount was approximately {$5700.00}, and less than approximately {$1300.00} remained before the matter escalated. The treatment was never completed. To this day, my wife and I still have the Invisalign attachments/buttons/components on our teeth that were placed to hold the Invisalign trays, because the treatment was never properly finished. The office did not provide a proper completion appointment, final removal of the attachments, final review, or clear documentation showing what services were completed versus what services remained unfinished. The original treating doctor later moved to another office. Instead of completing the treatment with the current provider at the original office, we were told to go to the office wherever the doctor moved. Based on my wife 's prior employment experience with the office, we understand the office could and should have finished the treatment with the current provider. We believe the office shifted the burden to us because the production/credit for the case may not have transferred to the current doctor, even though that should not have affected us as patients. My wife, XXXX XXXX, previously worked for the office. Because of that familiarity, we believe the office took advantage of the situation by telling us to follow the doctor to another location instead of properly finishing or correcting the treatment at the office where the services were billed. Most importantly, the dental office later mailed us a refund check with no explanation. If a refund was owed, that shows the account or treatment balance was not properly reconciled. It is unreasonable to issue a partial refund connected to the treatment while also allowing the bank and a debt collector to pursue a remaining balance for services that were not completed. The office manager personally assisted with the credit application and set up the automatic payments. We were assured that the payments would be split evenly and structured so the promotional balance would be paid in full before the promotional period ended. We relied on that representation when agreeing to the financing. That representation was false or misleading because the payment arrangement did not pay off the balance before the promotional deadline and resulted in significant deferred interest and additional charges. We contacted XXXX XXXX XXXXComenity multiple times and filed disputes regarding this account. Each dispute was denied. I believe the investigations failed to address the incomplete treatment, the still-attached orthodontic components the misleading payment setup, the unexplained refund check, and the fact that the underlying services were not completed. The account has now been sold, assigned, or transferred to XXXX, which is threatening legal action. This escalation occurred despite the fact that the treatment was unfinished and despite the unresolved refund and billing issues. WHY I AM REQUESTING CFPB REVIEW XXXX XXXX XXXXComenity should not have treated this as a simple balance or payment issue. The dispute involved incomplete services, misleading financing representations made at the dental office, an unexplained refund, and unresolved treatment components still attached to our teeth. Despite multiple disputes, the account was denied and then sold, assigned, or transferred to XXXX, which is now threatening legal action. I believe the creditor failed to conduct a reasonable investigation and failed to obtain or review the information necessary to determine whether the underlying services were completed. The denials did not address the unfinished treatment, the refund check, or the misleading autopay representation made when the account was opened. REQUESTED RESOLUTION- Conduct a complete reinvestigation of the account and the underlying services.- Provide a full accounting of all charges, payments, credits, refunds, interest, fees, and transfers to any debt collector.- Provide records showing what dental/Invisalign services were completed and what services remained incomplete.- Provide a written explanation of the refund check mailed by the dental office.- Issue a full refund of amounts paid toward the unfinished treatment, cancel any remaining balance, and remove all deferred interest, late fees, collection fees, and related charges.- Recall, withdraw, or correct the account with XXXX and any other collector.- Correct any negative credit reporting related to the disputed account and ensure the account is not reported as undisputed while this matter remains unresolved. I am requesting the CFPB to forward this complaint to the appropriate company or companies and require a written response with supporting records. My requested resolution is a full refund of amounts paid toward the unfinished treatment, cancellation of any remaining balance, removal of deferred interest and fees, withdrawal from collections, correction of any credit reporting, and written documentation explaining the refund and prior investigation results

Company response to consumer: Closed with explanation