Consumer complaint received 2025-01-13 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: NC

Complaint narrative:
This complaint is against Comenity Bank, Bread Rewards. In XXXX of 2024, I rented a vehicle from XXXX XXXX XXXX @ XXXX XXXX in XXXX NC. I am on a XXXX XXXX program with XXXX. I handed the representative my XXXX XXXX credit card at the rental counter to pay for the purchase. The purchase amount exceeded a little over {$2000.00}. The purchase was denied. I assumed, because of a fraud alert. I informed the cashier that I will step out of the line to call XXXX XXXX to advise them that it was me making the purchase so they wouldn't assume a fraudulent purchase was being made. Before I could make the call, the cashier/rep shouted to me that purchase went through. I rented the vehicle for a month and continued on my way. A month later I rec 'd my bill from Comenity Bank showing a purchase amount on my credit card for over {$2000.00}. I called and reported a fraudulent transaction. I couldn't understand because the limit on the card was only {$750.00}. After, investigating someone from the fraud department called and stated the purchase was made from XXXX XXXX rental. I never used this card at XXXX. I handed the Representative my XXXX XXXX card. Well, unbeknownst to me, I found out later that the representative took it upon her self to charge an old card that was sitting on their computer files just to move me through her line rather than allowing me to contact XXXX XXXX the day that I go the denial for the initial purchase. When she told me the transaction went through I thought is was for XXXX XXXX. The Comenity Bank Card that was sitting on my account at XXXX  was an old XXXX number that should have been terminated ( according to Comenity Bank ) because they issued new cards with the XXXX XXXX XXXX on them well over a year ago ( with a different number ). First, how can someone charge a card that should have been deactivated over a year ago? XXXX, the numbers are different from the new XXXX XXXX XXXX XXXX XXXX card. XXXX, I was advised by Comenity bank to destroy my old XXXX because it will no longer be in use, because they were giving out new cards with new numbers and with XXXX XXXX XXXX. XXXX, the card only has a {$750.00} limit, why was a {$2000.00} purchase allowed to go through on a card that should have been deactivated over a year ago? After i discovered what the representative had done, I acknowledged the purchase and agreed to pay for it, since XXXX had already been paid. However, I do not think I should be responsible for the interest because I did NOT consent to use the card, Comenity Bank allowed this purchase to go through not me. I did not give XXXX permission to use the old XXXX that I thought was terminated. The representative at XXXX never informed me she was using an old card on my file or even asked me. I didn't know a card was on my profile. I complained at XXXX also because I physically handed the rep my XXXX XXXX XXXX. As a result, I filed a dispute with Comenity Bank, and because the fraud investigation took 90 days they refused to do anything because they say it's been over 60 days. They refuse to take the interest off of the {$2000.00}. I will continue to pay on the card. I have closed my account due to the poor customer care I received. This let 's me know that even when old card was destroyed anyone could have had access to that account and still could have used it even thought numbers were different, which let 's me know my information is not being protected.

Company response to consumer: Closed with monetary relief