Consumer complaint received 2025-10-08 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: MD

Complaint narrative:
I have had a XXXX credit card with XXXX XXXX XXXXXXXX for almost XXXX years and during that time I NEVER once experienced any problems. A few years ago Comenity Capital Bank purchased this and it HAS BEEN AN ABSOLUTE NIGHTMARE!! 

I used the card in XXXX XXXX XXXX and a problem ensued and having spoken to at least XXXX people on an average of XXXX XXXX  per call I can not get this issue resolved. 
The charge in question was made on XX/XX/XXXX. 

THE ISSUE On XX/XX/XXXX I entered into a contract with XXXX XXXX for a project for a cost of {$19000.00}. 

The payment plan was XXXX  % down, XXXX % at the start of the job and XXXX  % at completion. I used my credit card Comenity bank XXXX XXXX to pay the initial payment of {$6600.00} on XX/XX/XXXX. 
On XX/XX/XXXX I was advised by XXXX XXXX that XXXX declined the card and payment did not go through. I was notified by the bank that a charge of {$56.00} to which I denied making such charge. 
I confirmed that the charge of {$6600.00} was legitimate and requested that they proceed to pay the Contractor XXXX XXXX. I was advised that when fraud is suspected they automatically reversed all the payments that were made on this card for that time period. Comenity Bank also advised that they placed a hold on the account and also cancelled the card so they could not issue the payment to XXXX XXXX until the new card was issued. My account was credited for the initial amount of {$6000.00} To expedite the contractors work I used a different card ( XXXX XXXX XXXXXXXX ) to pay XXXX XXXX an amount of {$6600.00} on XX/XX/XXXX. 
On XX/XX/XXXX at the start of the job I paid XXXX XXXX another {$7000.00} from the new card issued by Comentiy ending in # XXXX At the completion of the job on XX/XX/XXXX I paid the remaining balance of {$6300.00}. This brings total payment of {$19000.00} My Commenity Bank credit card of XX/XX/XXXX reflected an additional payment to XXXX XXXX of {$6600.00} and this was paid to XXXX XXXX on XX/XX/XXXX. 
I immediately contacted XXXX XXXX to question this amount on XX/XX/XXXX and the contractor could find no record of receiving this payment.

I then contacted Comenity who advised they would be looking into this. After multiple calls in XXXX and XX/XX/XXXX through XX/XX/XXXX I was advised by Comenity customer service that I had to make the dispute in writing. I complied. 
I was advised that it would take XXXX days for review. On the XXXX day after filing the dispute in writing I received a letter stating that the investigation found I was liable, and billing would resume -NO EXPLANATION ON WHY THIS DECISION WAS MADE. 
I had also referred this issue to Better Business Bureau who requested additional information from XXXX XXXX and they were able to produce their transaction records from XXXX XXXX XXXX showing that they did not receive this payment from the bank. 
I challenged the findings of the bank for the initial review and was told it would take another XXXX days. After more follow ups I was advised to obtain the proof from the bank to show they did not receive this amount of {$6600.00}. I provided that and asked for the PROOF from the bank by way of some Transaction ID to show that this amount was remitted to XXXX XXXX. COMENITY BANK TOLD ME THAT THE STATEMENT I RECEIVED IS PROOF ENOUGH. I HAVE BEEN DISPUTING THIS SINCE XXXX OF XXXX. 
XXXX XXXX has threatened me with a lawsuit for harassment as they continue to deny receiving the payment of {$6600.00} and has sent proof of their financial records to XXXX XXXX XXXX to support their claim.

Company response to consumer: Closed with explanation