Consumer complaint received 2025-09-25 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: CA

Complaint narrative:
On XX/XX/XXXX, I purchased a dental service package from XXXX XXXX using my Smile Generation Financial Credit Card issued by Comenity Bank. The package cost {$2400.00} and included scaling and root planing both left and right sides, removal of XXXX wisdom teeth, anesthesia, and medication. I was also told I could receive a {$300.00} discount on the package if I made a {$100.00} donation to charity, which I did. After my initial root planing visit on the same day XX/XX/XXXX, I was told that the office would contact me to schedule the remaining treatments. Weeks passed with no communication. When I followed up, the staff was rude and unhelpful. Telling me I need to wait for them to call me. XXXX pass, no calls. XXXX I tried again, and same answer with an attitude. I called XXXX more time at least for the scaling treatment. I was finally able to scheduled for an appointment on XX/XX/XXXX. When I arrived, the staff appeared unaware of the reason of my visit. I let them know is to continue the root scaling that has already started on XX/XX/XXXX. After the work was done for that day, they wanted to charge me. I stated why if I already paid the treatment plan. They thought I wasnt saying the truth and said they couldn't find any evidence of the treatment plan I was talking about. After going back and forth they finally located my file. From that visit, I never received the remaining services. Because of the disorganization, lack of professionalism, and repeated delays. I changed to a new dental office. However, I was informed that I would need a refund from XXXX XXXX in order to use the credit with my new provider. 

As of now, I have only received {$500.00} worth of services. I am requesting a refund of the remaining {$1900.00} for the services I never received. 

I filed a refund claim with Smile XXXX XXXX on XX/XX/XXXX. I was told it would take up to 3 months for them to investigate. Since then, Smile Credit process has been disorganized and frustrating. Customer service has been all over the place. When I call, I am told to use the messaging portal. When I use the portal, they say to call or mail my situation. They even told me I never filed a dispute or they don't understand my request. At XXXX point, they told me I would receive a response via mail. I was later informed a letter had been sent on XX/XX/XXXX, XXXX months before I even submitted my refund request. This timeline makes no sense and was not explained. I never received any mail regarding my refund request, even after asking multiple times for it to be resent. 

Smile Generation later told me to get physical proof from XXXX XXXX showing the breakdown of the package and what services I actually received. Despite the fact they were supposedly investigating themselves. 

In XX/XX/XXXX, I visited XXXX XXXX in person to obtain a printed breakdown of the package. The printed pages claims I had already received everything, which is not true. I also contacted my dental insurance provider. Which XXXX confirmed that the only treatment they have on file is the root planing completed on XX/XX/XXXX. 

I am requesting a refund of {$1900.00} for the unused portion of the prepaid dental package. I want to use this amount toward completing the rest of my needed dental treatments. Which is the removal of my wisdom teeth, the remaining root scaling, and get the work done with my new provider. 

This issue has been ongoing for over 16 months, and I have made every effort to resolve it directly. I am now requesting the XXXX assistance in holding XXXX XXXX XXXX and XXXX XXXX accountable for mishandling this transaction and denying me a fair refund for services I never received.

Company response to consumer: Closed with monetary relief