Consumer complaint received 2025-09-27 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: GA

Complaint narrative:
Bank : XXXX XXXX XXXX  XXXX. XXXX XXXX XXXX, Ohio XXXX This is the letter I finally wrote to the Bank on XX/XX/XXXX, after innumerable calls back and forth to the store ( which had closed ) and XXXX XXXX Customer Service ( which had also shut down ). 
Subject : XXXX XXXX. XXXX Damaged Sofa Delivery and Unresolved Issue Dear Sir/Madam, I hope this letter finds you well. I am writing to formally address a serious issue I have encountered regarding my purchase of a sofa on XX/XX/XXXX, XXXX XXXX XXXX  XXXX XXXX. XXXX. 
Upon delivery, the sofa arrived in a severely damaged condition, with a large hole in the front and nails protruding from various parts of the furniture. The condition of the sofa was not only unacceptable but also dangerous, as I injured myself on the nails, cutting my arm open. I immediately instructed the delivery man to return the sofa to the store. 
The following day, I visited the store in person to file a complaint, and I was assured that the incorrect sofa had been delivered and that a replacement would be sent. I wanted to let you know that I left the store with the understanding that this issue would be resolved quickly. However, days passed with no resolution. I called the store to inquire about the replacement, only to be told that the person handling my case was unavailable. Later, I learned that the employee had taken several days off, and no one else was available to assist me. 
I visited the store multiple times and was repeatedly given the same response with no assistance, despite my frustration and repeated requests for help. In my efforts to resolve the issue, I attempted to call the store, but I discovered that it had been closed. I then reached out to the XXXX XXXX Customer Service, who opened a complaint file and reassured me that the matter would be escalated to a supervisor. However, after several ( at least XXXX calls ) follow-ups, the Customer Service line was disconnected, and my attempts to get a response have gone unanswered. 
Throughout this process, I also contacted XXXX XXXX Credit Card Customer Care, explaining my situation and the fraud-like experience I was enduring. Some associates were sympathetic, but others simply insisted that I pay up, which I find completely unjust. I am extremely frustrated and exhausted from dealing with this issue, and I kindly request your immediate intervention to resolve this matter. 
I respectfully ask that you take prompt action to address the issue. I have made XXXX payments of {$120.00} on XX/XX/year> and {$130.00} on XX/XX/year>. I would appreciate a refund. Also I paid {$100.00} today to not make my Big Lots credit card go delinquent. 
Please assist me in resolving this matter as soon as possible, and I would appreciate a prompt response to this letter. Thank you in advance for your attention to this urgent issue.

Company response to consumer: Closed with monetary relief