Consumer complaint received 2025-04-18 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: IN

Complaint narrative:
Subject : Disputed Hotel Booking and Unauthorized Charge Request for Immediate Resolution On XX/XX/XXXX, my wife and I booked a hotel stay at the XXXX XXXX XXXX XXXX in XXXX, Florida, for the total amount of {$3000.00}. The reservation was made through a third-party booking platform, XXXX, and the charge was processed via our Bread Financial XXXX XXXX credit card. 

Our trip was scheduled from XX/XX/XXXX to XX/XX/XXXX. However, due to Hurricane Milton, all flights into Florida were suspended, and we were forced to reschedule our travel plans. We moved our vacation to begin on XX/XX/XXXX. On XX/XX/XXXX, my wife contacted XXXX to adjust the hotel check-in date accordingly. During that call, a representative confirmedvia a recorded callthat the reservation check-in date had been successfully changed to XX/XX/XXXX. 

Upon our arrival in Florida, my wife contacted the hotel to inquire about early check-in, only to be informed that our reservation had been canceled due to a no-show on the original check-in date of XX/XX/XXXX. Because the reservation was made through a third-party provider, the hotel was unable to assist us or offer a refund. 

Despite multiple attempts to resolve this issue with XXXXsupported by both an audio recording of the date change and a complete chat log of the correspondenceno resolution was offered. To this day ( XX/XX/XXXX ), XXXX has provided no assistance or reimbursement. 

As we did not receive the services we paid for, we disputed the {$3000.00} charge with Bread Financial on XX/XX/XXXX. The dispute was resolved in our favor, and we were issued a full credit for the amount. Bread Financial also mailed us a letter confirming that the charge was deemed fraudulent. 

However, in XX/XX/XXXX, I noticed that the disputed charge had been re-applied to my account without any prior communication. This was particularly concerning as my account had been paid in full and was on autopay, resulting in interest accruing on the re-applied amount without my knowledge. Since then, Bread Financial has refused to speak with us by phone, instead directing us to send a formal Letter of Intent. We complied, mailing a certified letter on XX/XX/XXXX, allowing 10 business days for a response. As of today, XX/XX/XXXX, we have received no reply, phone call, or email. 

Additionally, there are discrepancies in the transaction log. Bread Financial appears to have recorded all three transactionsthe original charge, the credit, and the re-chargeon the same date : XX/XX/XXXX. This is inconsistent with the actual timeline, as the original booking occurred in XX/XX/XXXX. 

Below is a breakdown of the relevant transactions, all showing the same transaction date ( XX/XX/XXXX ), which is incorrect : Original Charge : XXXX, XXXX. XXXX {$3000.00} Dispute Credit : XXXX TRANSFER FRAUD ( XXXX  ) XXXX  - {$3000.00} Re-applied Charge : XXXX XXXX XXXX XXXX {$3000.00} ( Note : This description differs from the original charge ) As of XX/XX/XXXX, our credit card account reflected a credit balance of - {$15.00}. In XX/XX/XXXX, a new charge of {$2900.00} appeared ( approximately matching the disputed amount ), reintroducing the same issue without explanation.

Company response to consumer: Closed with monetary relief