Consumer complaint received 2020-08-30 00:00:00
Product: Credit card or prepaid 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: WA

Complaint narrative:
XX/XX/2020 VIA Secured Message & Certified U.S. Mail COMENITY XXXX VISA XXXX. XXXX  XXXX XXXX, OH XXXX RE : Account Ending In : XXXX Dispute ID : XXXX Dear Comenity XXXX VISA Customer Service, On XX/XX/2020, I was improperly charged {$410.00} by XXXX  for a booking through XXXX. The terms of the agreement were that 30 % of the booking were due upfront, and the remainder to be charged prior to check-in. Due to practices counter to good faith and fair dealing, my remaining balance could NOT be processed by XXXX because they made up all kinds of excuses why they couldnt process the final payment despite the fact that they had my credit card number and had previously processed the deposit, yet continued to claim it couldnt be processed, despite the fact that I also provided every single credit card I hold in the alternative, and still they claimed they couldnt process the payment and made no attempt to correct any glitches in their processing system, no would they return my calls or answer their phone for over two months. Finally, through XXXX, who XXXX  advertised the rental through granted me a cancellation FREE OF CHARGE. I subsequently discovered that XXXX falsely advertised the property as available yet the property rental was never a legitimate property for rental, and that XXXX engages in a fraudulent practice to advertise properties they knew or shouldve know at the time they advertised it to me that it was never available as a legitimate rental, and instead, took the deposit of {$410.00} with no intention to process the final payment, but to falsely claim the rental had to be cancelled due to my credit card not processing, when they had already processed my card previously and all of the banks that issue my credit cards had NO record of any attempts by XXXX to process the final payment. XXXX continued for over 2 months to fail to return my money back to my Comenity XXXX VISA. I filed ( 2 ) complaints and requests for reversal from Comenity XXXX Visa, the first one in XX/XX/2020 which resulted in the investigation being cancelled because I was on vacation at the time that Comenity XXXX VISA purportedly sent me through secure message on my online account a request for further information on my part which was not responded to timely. When I got back from my vacation and called Comenity XXXX VISA customer service and found out for the 1st time there was a request for further information from me and subsequently my complaint and request for reversal had been cancelled, I filed a second complaint and request for reversal from Comenity XXXX VISA. However, that request for reversal was not processed either. On XX/XX/2020, I again contacted Comenity XXXX VISA as to why they did NOT reverse the charge yet, and was advised that XXXX  had already been paid and there was NO way for Comenity XXXX VISA to get the money back from them in order to reverse the charge on my account. Due to my disturbance with Comenity XXXX VISA not advising me sooner and leading me to believe they were going to legitimately investigate my complaint and request, which they did NOT follow up on, I was transferred to a manager at Comenity who placed a 3-way call with me and XXXX ( the group that XXXX  fraudulently advertised the property and improperly charged and took off with my 30 % deposit, then absconded with the money and refused to return any calls or answer their phone ), and XXXX agreed to process a reversal to my Comenity XXXX VISA. After XXXX made that agreement, I was subsequently requested by them to provide evidence that the {$410.00} charge was actually charged to my account, which I provided, however, after waiting for the reversal and it not being reversed timely, I again contacted XXXX and they then made a new request that I obtain a written letter from Comenity XXXX VISA stating please kindly let the bank provide you any document which shows the dispute failed and the transaction can not be disputed again. I contacted Comenity XXXX VISA with the request for the letter so my {$410.00} could be reversed as soon as possible, however I received an incomplete letter from Comenity XXXX VISA ( attached herein ) that failed to include the information I requested and that on XX/XX/2020 your customer service manager confirmed that Comenity could not reverse the charge because it had already been paid out to XXXX, and the letter also failed to include any reference number, dollar amount, date charge, or any other information to correctly associate or identify the said dispute to even know what request for reversal/investigation they are referring to, so I again had to contact Comenity XXXX VISA to request the same letter a second time, and have not heard any reply in over 10 days, which continues to delay and interfere with XXXX being able to issue me a credit and reversal for the {$410.00} charge on my Comenity XXXX VISA account. If you dont provide me that letter, I will have to dispute ever paying this charge to Comenity XXXX VISA under the Fair Credit Collections Act., among other redresses for the dispute that has now been going on since XX/XX/XXXX. 2020 to date or a total of 3+ months without getting resolved of NO fault of my own. Can you please kindly issue me a letter with the above requested information for XXXX? They want to make sure that if XXXX  issues me a reversal, that I am not also going to get an account credit in reference to any dispute with Comenity XXXX VISA for the same charge. 
I would appreciate it if you could take care of this matter at your earliest convenience. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation