Consumer complaint received 2017-03-22 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: Bread Financial Holdings, Inc.
State: IL

Complaint narrative:
We are told by the banks issuing credit cards that we are protected in case of fraud by a vendor. We have a card issued by Comenity Bank called XXXX XXXX XXXX card.We ordered samples of two XXXX called XXXX AND XXXX XXXX XXXX from a company called XXXX XXXX and XXXX XXXX. As we learned from friends that they may be harmful and that these businesses are dubious, we immediately informed these companies ( which is one and the same ) that we would not like to receive anything from them, and that our order, if any, should be treated as cancelled. We were told that they do not have any order in our name in the first place and in any case we could consider it cancelled. We were charged fraudulently {$85.00} + {$85.00} in XXXX and again {$85.00} + {$85.00} in XXXX. We called these companies again. We had not received anything from them after the samples. When we called these companies in XXXX, we were told that there is no order in our name and that they do not know who made the charges. They asked us to contact our bank. We immediately contacted the bank and lodged a complaint. Within 2 days of that we received XXXX envelope from these companies containing XXXX bottles ( XXXX of XXXX XXXX and the other of XXXX ) We immediately went to the post office and returned the envelope after writing REFUSED ( as advised by the post office ) The bank wrote us back that they they have determined from these companies that we had ordered the items and that we did n't return the medications and as such, no refund could be given to us. We filed a request to reopen the investigation and restated our case. The response from the bank dated XXXX/XXXX/XXXX was that the vendor is saying that we have been billed properly and that they can not do anything about it. They are lying through their teeth as they are a fraudulent operation. We contacted the bank again on XXXX/XXXX/XXXX. They asked for additional information. We wrote a detailed account explaining in detail everything in the first week of XXXX. We also attached a copy of the envelope which was returned with " REFUSED '' written on it. We got a reply today. The reply to a letter sent in first week of XXXX is dated XXXX/XXXX/XXXX. They sent the same old letter without bothering to even change the date again. They again asked us to contact XXXX at XXXX XXXX XXXX and XXXX at XXXX XXXX XXXX. We called XXXX at XXXX XXXX XXXX and spoke to a lady named XXXX. She searched and searched, and again said there is no order in our name. She confirmed that they do sell XXXX. We called XXXX at XXXX XXXX XXXX. This number is not in service. XXXX told us to call XXXX for XXXX XXXX. We did. A person named XXXX answered the phone. He again after searching that there is no sign of any order from us. He further said they do not know what XXXX XXXX is. They said the only order they had from our zip code XXXX is from a lady named XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX. This order they advised was also cancelled and refund of their money made in XXXX XXXX. We do not know how Comenity Bank rep is able to talk to someone on those two above given telephone numbers when one of them is not in service and the second one confirms to us repeatedly that there is no order from us. The bank sending us a letter dated XXXX/XXXX/XXXX in response to our letter of first week of XXXX is hilarious. A single telephone call to XXXX XXXX & XXXX XXXX will prove beyond a shadow of doubt that they are fraudulent operations. It appears that Comenity Bank is no better either. Are we not protected in such situations by the bank issuing credit cards? They do say we are while issuing the cards, but not back up their customers when they are defrauded. We request your intervention as we feel cheated both by the vendor and the bank. XXXX XXXX

Company response to consumer: Closed with explanation