Consumer complaint received 2025-01-30 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: NC

Complaint narrative:
My first letter sent to Comenity Bank is below : XX/XX/year> Comenity Bank XXXX XXXX XXXX XXXX, OH XXXX Re : Mistake on My Statement Account Information : XXXX XXXX XXXX XXXX Amount of Suspected Error : {$140.00} Description of Problem : On XX/XX/year>, I went to my local XXXX store XXXX XXXX, NC and XXXX my final payment of {$6.00}. Point of Sale Debit was at XXXX pm, Date XXXX XXXX XXXX XXXX, NC XXXX XXXX 
But to my surprise I received in the mail on Saturday, XX/XX/year> a bill of {$140.00} for purchases made! I did not make these purchases using my Credit Card because I cut up my card a XXXX  ago so that I would not use it any more. As a matter of fact, on the same day I paid my final bill ( XX/XX/year> ), I made a purchase at XXXX using my personal debit card ( XXXX XXXX XXXX XXXX ) so that I would not have any more credit payments. I dont know where these charges were made using my credit number or if that is even relative but I havent been in any other XXXX XXXX except the XXXX in XXXX XXXX NC XXXX 
Someone has used my credit number to purchase items or someone elses bill has been placed on my credit number. 
I do expect this error to be corrected as soon as possible and my account at XXXX be closed. As stated, I have already cut up my credit card and will not be shopping at XXXX in the future. 
Hopefully this problem will be rectified expeditiously in my favor. I live on a fixed income and cant be expected to pay for items that I didnt charge. 

XXXX sent a letter dated XX/XX/year> requesting that my bank provide a complete, unedited copy of my bank statement and a letter on their letterhead indicating that the {$140.00} did not clear my bank account. And they would be happy to further research this for me. I sent the information to them as request That letter is below : XX/XX/year> Comenity Bank XXXX XXXX XXXX XXXX, OH XXXX Re : Information you requested and received from my bank Account Information : XXXX XXXX XXXX XXXX am writing to make sure the information you requested was received from my bank, the XXXX XXXX XXXX XXXX XXXX It included an unedited copy of my bank statement and a letter from my bank, on their letterhead indicating that an amount of {$140.00} was not cleared from my bank. This proves that I never made this purchase at XXXX. Therefore I expect the {$140.00} and all interest earned during this time of dispute be removed from my account. 
I received my latest bill from XXXX with a closing date of XX/XX/year> and a payment due of {$220.00}. This investigation is not closed until I receive a XXXX balance and my account is permanently closed. 

I received another letter from Comenity Bank on XX/XX/year> and then on XX/XX/year> stating they never received my bank information and closed my dispute and their decision was that I owed the {$140.00} and any interest charged during my dispute. They then submitted an update to the XXXX credit bureaus with their findings. 

I was not going to loose this dispute because I did not purchase the {$140.00} and I wasn't going to be charged the interest that has been building up. So, I researched online who owns XXXX and found out that Comenity Bank is now XXXX XXXX. I looked up a name that I thought would at least receive my information and try to help me. I found the name of XXXX XXXX XXXX, XXXX XXXX XXXX. His letter is below : It's our responsibility to ensure our customers are treated fairly. Its critical that we listen, understand their needs and provide them with clear communication and resources to help them make informed decisions about our financial products and services. 

XXXX XXXX Comenity Bank XXXX XXXX XXXX XXXX, OH XXXX Dear XXXX XXXX : XXXX quote at the top of this letter is exactly how I initially wanted to be treated by the Customer Care XXXX XXXX Comenity Bank XXXX However, I was not. Thus, this is why I am writing to you in hopes I can clarify why I have not found resolution to the error on my Burkes Bill ( now XXXX ). If you are not the person to receive this letter, please make sure it is given to the person who can resolve this issue. Please do not give it to the XXXX XXXX XXXX XXXX Comenity Bank because they DID NOT resolve my issue. 

On XX/XX/year>, I went to my local XXXX store in XXXX, NC to pay my final payment of {$6.00} using my XXXX XXXX XXXX XXXX XXXX XXXX. Point of sale Debit was at XXXX p.m. XXXX XXXX XXXX XXXX, NC. It had taken me quite a while to pay off my debt. I was unable to pay the monthly installments on my monthly social security. I cut up my credit card to prevent me from spending more money I did not have. I was relieved to finally get the bill paid off and not have to worry about it any longer. 

But to my surprise, I received in the mail on Saturday, XX/XX/year>, a bill of {$140.00} for purchased made. I immediately wrote to the XXXX XXXX XXXX with Comenity Bank and explained that I did not make these purchases using my XXXX Credit Card because I had cut my card up over a year ago. As a matter of fact, on the same day I paid my final payment of {$6.00}, I made a purchase using my debit card. That amount was {$34.00}. I do not know what XXXX store the {$140.00} was made. Ive only shopped at XXXX XXXX stores. The store in XXXX, NC and the store in XXXX, NC. I wrote in my initial letter to the XXXX XXXX XXXX that someone must have used my credit number to purchase the items, or someone elses purchases were placed on my credit number by mistake. 

I did receive a letter from the XXXX XXXX XXXX on XX/XX/year>, stating that they received my letter and were currently researching it and after completion of their investigation, they would notify me of their findings. But what was unusual at this point, I next received a letter dated XX/XX/year>, stating that on XX/XX/year>, the {$140.00} was returned to my account. But I never saw the {$140.00} clear my bank account. The XXXX XXXX XXXX requested that I send them an unedited copy of my bank statement and a letter from my bank, on their letterhead, indicating whether the {$140.00} had or had not been cleared. I did what they asked. Finally on XX/XX/year>, a letter was received stating that they never received any additional information and/or documentation supporting my claim, so their decision remained unchanged. And any applicable unpaid balance and unpaid fees charged will remain on the account. Also you will see on the XXXX XXXX statement that a {$140.00} payment was returned. But it continues to show a balance with continued interest being charged. If it was returned to my credit card, then I demand the charge be refunded to me personally plus all the interest that has accumulated. I havent made any purchases since XXXX and my XXXX account has been closed. 

In the meantime, interest continues to be charged. Another letter arrives dated XX/XX/year>, stating I will continue to receive monthly billing statements until my balance is paid in full. AND that Comenity Bank will be updating XXXX, XXXX, XXXX and XXXX Date Solutions with their findings. 

I have included in my letter all the documentation I have regarding this issue. I do not understand how Comenity Bank can conclude that I owe the {$140.00}. And now the interest has been stacked on top of that amount. Plus, my credit rating is low because of the Comenity Bank reporting their false findings to the bureaus. 

Please, XXXX XXXX, I ask that you help me resolve this issue. The {$140.00} XXXX not be considered a large amount for some to worry over, but it is to me because I live on a fixed income. When I call customer services, I have been hung up on, demanded payment without even listening to my situation and transferred to numerous people with no resolve. I would greatly appreciate closure to this issue and kindly receive my refund of the {$140.00} plus all the interest that accrued during this period. Anything you can do will be helpful.

Company response to consumer: Closed with explanation