Consumer complaint received 2024-07-29 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Bread Financial Holdings, Inc.
State: MO

Complaint narrative:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX XXXX, Mo XXXX Comenity Bank-Kay Jewelers XXXX XXXX XXXX, XXXX, OH XXXX Re : Notice of disputed charge to Account No. XXXX XXXX XXXX XXXX I am writing to dispute a charge of {$440.00} to my credit card account on XX/XX/XXXX. The charge is in error because I did not charge {$440.00} to this account. 
I had purchased a necklace from Kay Jeweler using my Comenity Bank Kay Jeweler credit card in XXXX. In XX/XX/XXXX I took my necklace back to Kay Jeweler, due to a flaw in the necklace. Kay Jewler gave me a credit for said necklace in the amount of {$440.00}. Because I had used my Kay Jewler credit card to purchase the necklace, they had to put the credit back onto my Kay Jeweler Comenity Credit Card. I was then going to use this credit to purchase a new necklace. Comenity allowed the credit for the necklace to go back onto the card but when I went to charge the remaining balance for a new necklace my card was declined. 
We were very confused as to why Comenity would allow us to put a credit onto a closed credit card account. While at Kay Jewler myself, the assistant manager and the manager of Kay Jewler called customer service and was told by customer service that my card had been deactivated since XXXX, XXXX due to none use, and that they could not reactivate my card since my credit score had gone down. 
So I now have a credit of {$440.00} on this account. In order to received my credit of {$440.00} from Comentiy Bank I was told that you would send that amount to me by way of a check. I received the {$440.00} check on/or about XX/XX/XXXX. I deposited that check into my bank account on XX/XX/XXXX. 

I also received 2 letters from Comenity Bank at the same time explaining why I was denied the reactivation of my credit card. 
I then a received a statement from Comenity Bank stating that I know owe {$440.00} on this card. I did not charge {$440.00} to this card. I had a credit given to me of {$440.00} for the return of a necklace, which per Kay Jeweler had to be put back on the credit card that I had used to purchase the necklace. Comenity Bank allowed this charge to go back onto a closed account. 
I do not owe this charge to Comenity Bank. If there was an error on your part or on Kay Jeweler part that is not my fault, nor should I have to pay you for this error.

I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. 
Enclosed are copies of the Secure Message that I sent via e-mail on XX/XX/XXXX and the response I received back from Comentiy on XX/XX/XXXX, XXXX transaction statement from Comenity Bank . The check that was issued to me in the amount {$440.00} and the bill that I received stating that I know owe Comenity Bank {$440.00} supporting my position and experience. Please correct the error on my account promptly. 

Kay Jeweler will not help me with this dispute, they are telling me they know that I did not purchase anything on this card, that I was owed the credit and they are not sure why Comenity Bank is saying I owe this, but that this is between me and the credit card company. The credit card company is telling me I need to resolve this with Kay Jeweler. 
The manager of Kay Jeweler  XXXX XXXX will not even call the credit card company for me and said that it was her Assistant Manager that initiated the return of the necklace and she will not get involved even though she was there when the credit went back on my card. There is a break down somewhere and I am the one who now am out a necklace and this has ruined my credit score. I pay my bills on time, this is about something being done that is unjust and making the complaint with you is my last. result.

Company response to consumer: Closed with monetary relief