Consumer complaint received 2025-04-02 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: TX

Complaint narrative:
I disputed a transaction for XXXX from XXXX in XXXX back in XXXX of XXXX and never received a request to submit additional information or a decision in the mail. I dont know what the charge was for and returned the rental car in the same condition that I received it. There is no damage visible on the return pictures provided. The representative that I spoke to when I initially submitted the dispute told me to be on the lookout for requests to submit additional information and to be sure to respond to such requests. I never received a request for additional info. I called on XX/XX/XXXX, and a representative told me that they issued a decision back in XXXX. I never received anything in the mail and explained that I dont have trouble receiving mail where I live. I asked how I could escalate the fact that I am not receiving mail correspondence from them to which the representative said that I can ask for updates with their app chat function. I would have appreciated the opportunity to submit a statement and pictures of the condition of the vehicle upon return. The representative that I spoke with on XX/XX/XXXX said that she reopened the case for me. Additionally, after I filed a complaint with the CFPB, the company responded that they sent the documentation that I provided over to their dispute resolution team. However, when I called back on XX/XX/XXXX, I was told that on XXXX, I was sent a letter in the mail stating that my case could not be reopened because 60 days had passed. Again, I have not received ANY correspondence from Comenity via mail and it is very unlikely that the mail courier is the issue when I dont have problems receiving mail from any other credit card company. I called again on XX/XX/XXXX because I have not received ANY mail correspondence. Ive verified that my address is correct at least 3 times. No one is taking this seriously. The customer service representative let me know that my dispute could not be reopened because it was past 60 days. My argument is that I was not given the opportunity to respond to the initial dispute because I am not receiving mail from Comenity and still havent received one piece of mail til this day. Again, I have no problem receiving mail from ANY other company. 

After the initial dispute I never received a request to submit additional or a decision in the mail. The representative that I spoke to when I initially submitted the dispute told me to be on the lookout for requests to submit additional information and to be sure to respond to such requests. I never received a request for additional info. I called yesterday XX/XX/XXXX, and a representative told me that they issued a decision back in XXXX. I never received anything in the mail and explained that I dont have trouble receiving mail where I live. I asked how I could escalate the fact that I am not receiving mail correspondence from them to which the representative said that I can ask for updates with their app chat function. I would have appreciated the opportunity to submit a statement and pictures of the condition of the vehicle upon return. 

As previously stated, I have not received any mail correspondence from Comenity. The company has not attempted to contact me via any other route or address my concerns about their mailing processes. Their lack of attentiveness and concern is alarming as a consumer. I was forfeited the right to provide documentation that would support my dispute and again forfeited the right reopen the dispute ( due to not receiving any of letters that they said were sent ). Again, it would not have been possible for me to reopen a dispute in a timely manner that I was never notified closed. Comenity is continuing to take an oh well approach after multiple outreach attempts that detail my initial dispute as inappropriately adjudicated.

Company response to consumer: Closed with explanation