Consumer complaint received 2024-10-22 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: PA

Complaint narrative:
I, XXXX XXXX, utilized my XXXX credit card ( Comenity Bank ) on XX/XX/XXXX to purchase a rug. The rug was delivered and upon receiving the item, I realized that the rug was faulty before taking it out of the packaging completely. I filed a return through XXXX and was provided a XXXX shipping label on XX/XX/XXXX. The tracking number for the return was XXXX. I returned the item to the local XXXX hub within XXXX week of receiving the return label. 

A few months go by and I start to receive notices that my balance is past due. Upon reviewing my account, it reflected that my return had not been processed and applied to my account. The rug was the only item that had been charged to the card. After numerous hours on the phone with multiple representatives over the span of months, XXXX refused to apply my return to my account. 

I again reached out in XXXX of XXXX, via e-mail, in regards to my missing item and refund, as XXXX/Comenity continued to charge me interest and fees on the balance that was still outstanding for the missing refund. The e-mail read as follows : " Thank you for contacting XXXX. Please send me the tracking information or tracking number of your order that you returned to us, I do apologize for the inconvenience but rest assure that we will process your refund. Once I got the tracking details I will process the refund and it will only take XXXX business days for the complete refund to your original mode of payment. Thank you for your patience and understanding. 

Best Regards, XXXX XXXX XXXX XXXX '' After providing the tracking number I was still denied the promised refund of my money for my return via a follow up e-mail from XXXX as follows : " Hello XXXX XXXX, We partner with multiple company warehouses. The only way a return goes through our system is if we have the tracking number on file. If a label is to arrive at our partner warehouse and we were not informed of the tracking number from you, the order does not link to your return within our system. It looks like we provided a label for use and the label was not used. based on our system you already provided the XXXX of the product. Please provide the tracking number used to return your item to link the return to your item and complete out the return. 

Have a wonderful day! 

Sincerely, XXXX XXXX XXXX '' XXXX failed to appropriately credit my return to my account and then claimed that the tracking information was no longer retrievable and therefore would be denying my refund. So now as the account sits, I am out the item, the money that I paid for the item, along with interest/additional fees, and the account was subsequently charged off, which damaged my credit. 

I have attached a copy of the current status of the XXXX  account, which I have also disputed through the three major credit bureaus for fraudulent actions and incomplete reporting under the FCRA guidelines, which came back as " verified ''.

Company response to consumer: Closed with explanation