Consumer complaint received 2025-01-10 00:00:00
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.
State: IN

Complaint narrative:
Affidavit Disputing XXXX Overcharge and Damage Claim To : Comenity Capital Bank From : _________ Subject : Dispute of Car Rental Overcharge and Unfounded Damage Claim Date : XXXX XXXX XXXX Section XXXX : Answers to Specific Questions from Comenity Bank XXXX XXXX XXXX : XXXX XXXX XXXX  Merchant Name : XXXX Amount of Dispute : XXXX Euros Description of Purchase : Car rental agreement for a total of XXXX Euros. Excessive charges of XXXX Euros were added for rear windshield damage and a disputed pre-existing dent. 
Date and Method of Cancellation/Return : Vehicle was returned as agreed on XXXX XXXX without further issues noted during the rental. 
Date You Attempted to Resolve with Merchant and Their Response : On XXXX XXXX, I emailed XXXX 's customer service to dispute the charges, request verification of pre-existing damage, and ask for a reconsideration of the fee. XXXX did not respond to this email. 
XXXX XXXX : The disputed amount of XXXX Euros was charged in XXXX separate transactions on XXXX XXXX : XXXX for {$540.00} and another for {$1500.00}. 
I, XXXX XXXX being of sound mind and legal age, hereby declare under oath the following facts regarding the XXXX rental dispute : XXXX. Rental Details : o Rental Company : XXXX o Rental Reservation Number : XXXX o Rental Period : XXXX XXXX XXXX XXXX XXXX  o Agreed Rental Cost : XXXX Euros o Final Charge : XXXX Euros o Disputed Amount : XXXX Euros XXXX. XXXX XXXX : During the rental period, the back windshield of the vehicle was smashed by a vandal while parked in a public parking lot near XXXX, XXXX, despite that there was no luggage within the vehicle for the thief to steal. I immediately reported this incident to the local police in XXXX XXXX and XXXX police report was filed. The damage was isolated to the back windshield only. 
XXXX. Cost of Windshield Replacement : Based on reasonable market estimates, the cost to replace a back windshield should cost less than XXXX Euros. This is a standard replacement cost, far below the XXXX Euros charged to me by XXXX. The charge appears to reflect the full deductible amount, which I believe does not align with the actual repair costs incurred. I respectfully request that the charge be reconsidered considering this disparity. 
XXXX. Lack of Explanation for High Fee : XXXX has not provided any explanation or breakdown for the excessive charge of XXXX Euros. While it XXXX include costs such as a loss of use fee, no substantiating documentation has been presented. Without transparency, it is impossible to determine the fairness or accuracy of these fees. 
XXXX. Pre-existing Dent Claim : o XXXX has alleged that a dent measuring XXXX cm on the upper rear right side of the vehicle occurred during my rental period. 
o I categorically deny responsibility for this dent, which was already present at the time of rental. 
o Unfortunately, I did not take a photo of this dent at the outset of the rental. However, both my son and I can attest, under oath, that this dent existed prior to our possession of the vehicle. 
o XXXX has refused to respond to my requests to review their prior vehicle return records, which would confirm the existence of the dent before my rental period. 
XXXX. No Incident Causing the Alleged Dent : I did not experience any incidents or accidents during the rental period that could have caused the dent. XXXX even claims I was not involved in any accident ; therefore, I question how they expect such a dent to have occurred while in my possession. 
XXXX. Attempts to Resolve : On XXXX XXXX, I sent an email to XXXX 's customer service requesting that they review their past photo records of the car to confirm the pre-existing dent and reconsider the excessive charges. I also explained that neither my credit card coverage nor car insurance would cover the damage. In the email, I requested that the bill be lowered given that I was covering the costs personally and found the amount much higher than expected. 
XXXX has not responded to this email or provided any justification for the charges. 
A copy of my email from XXXX XXXX is attached as supporting evidence. 
XXXX. Supporting Evidence Attached : o XXXX of XXXX XXXX ( containing inaccuracies regarding the pre-existing dent ). 
o Email sent to XXXX on XXXX XXXX. 
o XXXX rental agreement Conclusion and Request for XXXX : I respectfully request that the disputed charge of XXXX Euros be reviewed and adjusted to a more reasonable and fair amount. The cost of the back windshield replacement is XXXX Euros on the upper end, and the pre-existing dent should not be attributed to my rental period. 
The charge of the full deductible amount appears inconsistent with the extent of the damage and reflects an unreasonable cost that I believe does not correspond with actual repairs. Additionally, XXXX 's failure to provide an explanation for the charge raises further concerns regarding its fairness and accuracy. I kindly request a detailed and fair review of this case. 
I declare under penalty of perjury that the above statements are true and correct to the best of my knowledge. 
Signature : _________________________ Printed Name : ____ Date : XXXX XXXX XXXX We mailed this to Commenity Bank the very day we received their letter on XXXX XXXX XXXX On XX/XX/XXXX I received a letter which said that they didn't receive the information in time, The XXXX XXXX XXXX told us that our package would be tracked and that it would arrive a week before their 15 day deadline. 


I also posted documents on their very faulty website which kept giving me errors. 
Then when I called they said don't send documents in until you receive a letter from us. 
So they just used many stall tactics to avoid dealing with the dispute.

Company response to consumer: Closed with explanation