Consumer complaint received 2024-07-11 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: CA

Complaint narrative:
I still am getting no where. I opened complaint # XXXX with you guys and they think I am disputing late fees. No where am I disputing late fees. I AM DISPUTING THE CHARGE FOR AN ITEM I NEVER RECIEVED. THIS IS THE XXXX IVE BEEN DEALING WITH WITH THIS CARD COMPANY. NO ONE READS ANYTHING. I HAVE PROVIDES NUMEROUS FOOTAGE SHOWING THEIR DELIVERY DRIVER DID NOT DELIEVER MY ITEM AND MY CREDIT CARD COMPANY TELLS ME TO SPEAK WITH XXXX MERCHANT, THE MERCHANT IS NOT WORKING WITH ME BECAUSE THEY SAY I GOT MY ITEM WHICH I DID NOT. I NEWD HELP AND I NEED SOMWONE WHO CAN REVIEW MY EVIDENCE BECAUSE THIS IS GETTING NO WHERE AS ITS BEEN SINCE THIS CHARGE. I AM BEING CHARGED FOR AN ITEM I DID NOT RECIEVED. THIS IS SO UNFAIR! NO ONE IS READING MY COMPLAINT OR HELPING ME THEN MY COMPLAINT GETS CLOSED. I AM NOT DISPUTING LATE FEES! 
I purchased a purse on XX/XX/XXXX {$2100.00} the original delivery date was suppose to be XX/XX/XXXX but it was delievered early on XX/XX/XXXX. I was not home at the time XXXX shows they delivered the package. Ultimately it was delivered to the wrong address. I have since been disputing this with the merchant who claims I did receive my item I provided them video footage showing them the XXXX driver was not at my house he was parked across the street but I don't know where he went becsuse the tree in front of my house blocks the driver side of the door so I don't know what house he went to but I have footage showing he never stepped foot on my side of the street nor my property. The merchant denied my claim stating that fedex was indeed in the area of my house and told me to make a police report then go to my credit card company and dispute the charge. I pushed back and sent them the video showing yes they were on my street but the driver never stepped foot on myproperty. They told me to talk to my financial institution so I disputed this charge with my card holder Comenity Bank. i provided photos that are date & time stamped showing the fedex guy was never at my house i provided the police report and every detail possible for them to investigate properly. Since then, at around 120 days the bank provided me a provisional credit for the total amount. I called the bank to confirm the dispute was complete and I was told yes and I would receive a letter in the mail and that I was okay to use the credit. So I did, around a week later mid XX/XX/XXXX I noticed the charge was back on the card. So I called the bank and they said the credit wasn't reversed but the merchant charged my card again ( which I don't understand how becsuse I had a new card # ) so they again opened a dispute. I called back numerous times since then to check the status making many complaints because each rep always told me something different. I also received a letter in the mail that said they needed more information to investigate my dispute and i feel like they are not even reviewing any of the proof that i have submitted because i sent numerous documents and proof via usps and through the online portal. When i would upload proof on the online portal secure mailbox it's like the rep responding had no clue what was going on with my account/dispute becsuse I always got a vague generic message back that they were working on my dispute and will get back to me once complete. When calling in, I spoke to numerous reps on numerous occasions and til this day have yet to have a resolution. I request to speak to a higher supervisor and the leads won't pass the call to their supervisor and I feel none of the reps are helping but just reading and not taking my account serious because the dispute team definitely did not review any of the proof that i provided to them. It's like no one ever knows what is going on or can answer me what status my dispute is in. I called and was told no dispute was active, I was also told the credit was reversed because the " merchant said I did receive my item '' and I snapped because I literally told them that to begin with I told the supervisor that is why I am reaching out to them because the merchant is saying I received my item but I have video proof that I did not. Again they say the dispute is pending so i have been waiting to hear thr outcome still making my payments on something never recieved. So today XX/XX/XXXX I call again and im told there is no open dispute and it's passed the 60 days to file so at that point I requested a supervisor because I have been told numerous times that they were investigating my dispute but now I'm being told they were not i told the rep that i was also making a complaint with you guys here at CFPB or the FTC because im XXXX  of being tossed around and not getting help. She Finally transferred me to a senior rep and she says once again she will escalate the dispute and this time the dispute is being escalated a differnt wau but she wanted me to resubmit everything i had. At this point i am so drained and tired. Their website doesnt allow me to add anything and i am just exhaused now i have told this situation and explained so many times just to be told they dont have it? I asked so is my dispute open or not and she said it was just sitting in a pending status and its been months almost a year smh. It's like no one is reviewing any information I have provided. I hand wrote my original dispute and mailed in around XXXX pieces of evidence. They confirmed they received my dispute in the envelope so I am not understanding why it's almost a year later and this still has not been resolved. I have been making my payments on an item I have proof I did not received yet I am being disciplined and trusted like a liar and no one is helping me or taking me serious. I have been doing all the leg work and investigative things myself. Every time I call in, a new person gives me information different from the last rep. I am so frustrated with this company and I want this to be resolved. Them telling me I was able to use the provisional credit put me owing double of my credit limit because this charge is still floating around and because of the high amount I am being charged super high interests rates. Please help me get a resolution because I have tried to resolve this with the merchant out of good faith but they told me to make a police report and talk to my card issuer and i tried to resolve with them and i have given up because i feel like thwy do not care at all. I will upload a clip of the date and time stamp showing the XXXX van im 2 different angles that he was not at my house nor never stepped foot on my side of the street. Yet I'm being disciplined for this. I know I can't upload the whole video because of the sizing of it but please review the footage for yourself and help me get a resolution. This has gone on far too long and as a consumer, I'm treated very poorly like I am trash. I pray to get this resolved and they keep going in circles and lying telling me it's in process when they have not done anything. Photos are clear as day showing the fedex guy was never at my house at the time of delivery. i provided the police report and every detail possible for them to investigate properly. Since then, at around 120 days from the inital dispute, the bank provided me a provisional credit for the total amount. I called the bank to confirm the dispute was complete and I was told by a comenity rep, yes and I would receive a letter in the mail and that I was okay to use the credit. So I started using my credit card balance since I had to go out of town for work. I had to use my credit card to rent a car which I had to use XXXX as a deposit. I noticed around a week later mid XX/XX/XXXX I noticed the charge was back on the card when i called to confirm if my car rental place put my deposit back on my card so i started wondering why the charge was back on the card. So I called the bank and they said the credit wasn't reversed but the merchant charged my card again ( which I don't understand how because I had a new card # ) and i didnt have that amount available in credit so my first question was how did they charge my card with the balance not available because that almost XXXX $ charge just doubled my account balance and put me in a bad spot. The rep said sometimes this happens but she would dispute the charge again. so they again dispute the charge. I called back numerous times since then to check the status making many complaints because each rep always told me something different and i had to fully explain what was the reason for my call which led to numerous escalations with no outcome. Around XXXX  XXXX i received a letter in the mail that said they needed more information to investigate my dispute and i feel like they are not even reviewing any of the proof that i have submitted because i sent numerous documents in XXXX big XXXX envelope making this whole investigation easy for them and they must not have reviewed my proof that i sent via usps and through their online portal because I went above and beyond and sent every single piece of evidence that was more than enough to understand what happened but yet still no help nor resolution.

Company response to consumer: Closed with explanation