Consumer complaint received 2025-08-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Bread Financial Holdings, Inc.
State: NV

Complaint narrative:
On XX/XX/25 Dell received my XXXX XXXX XXXX XXXX for repair ( Case # : XXXX Work order # : XXXX ) I was told prior to sending it in for repairs that the minor cosmetic damage should be covered by the basic warranty. Once I was contacted by Dell, they said the repairs were not free but would not exceed the price of the laptop. I was given a quote of upwards of {$500.00} for repairs & labor, even though I was told it would be covered and I would pay {$0.00}. They told me that the representative was not correct to say that and apologized. I paid roughly {$700.00} for the refurbished laptop. I told them to just send my laptop back and they did. I get it back, and there is no battery in the laptop. I put in a ticket for a replacement battery and indicated that I wanted tech support to come to my home, as I didnt want to damage the laptop and because the screws are so small to take of the bottom to reach the battery. I received the battery on XX/XX/25, today at roughly XXXX XXXX. I received an email stating the case was closed. Confused, I called tech support and told them that I wanted an employee of Dell to come to my home and I was told by the tech rep that this is a consumer repair and no tech. I explained the information above regarding the price, incorrect information about the cost, and issues I had with Comenity ( bread financial ) who I have submitted my first consumer protections bureau. I asked the tech to please just schedule someone to come out to my home. He said we needed to try a remote fix and it would take a few minutes ( XXXX min he estimated. ) I was on the phone for an hour and a half. I told the guy look, your company said the repairs for the cosmetic damage is free. Then you send it back damaged/without a battery when I didnt have that issue prior. I am upset and I would like you to repair the cosmetic damage and the battery and for someone to come to my home. He told me that he can not put a work order in for the cosmetic damage, and there is a Dell store in XXXX that can assist. I told him I do not want to go out, and he said tech support can come in XXXX business days. I asked him if a replacement laptop REFURBISHED could be sent to me since I have only owned this item for less than a year. He said thats not possible. I said how about a {$250.00} Dell gift card? He said to call sales Monday-Friday and ask them but its not guaranteed. I told him fine, please schedule the tech to come out here. He spoke for over XXXX minutes that going to the service location in XXXX would resolve the issue quicker. He said the tech will take XXXX business days to come out. He kept saying this as to persuade me to go to the store. I told him I dont care if it takes XXXX business days ( hyperbole ), schedule this service. He finally did and I asked him to insure that the tech brings a new battery, not a refurbished battery. He said he can not do that and that a refurbished battery is tested by Dell and is of high quality. I told him how is that even possible when my original refurbished battery had no issues, but once it was sent in for cosmetic damage, not even battery damage, it came back to me with a damaged/no battery. He scheduled the service and I hung up the phone.

Company response to consumer: Closed with monetary relief