Consumer complaint received 2026-02-12 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: NJ

Complaint narrative:
XX/XX/XXXX Subject : Complaint against Comenity Bank for Violation of the Fair Credit Billing Act Merchant Name : XXXX XXXX Location : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX Dates of Service : XX/XX/XXXX XX/XX/XXXX Description of Complaint : I am filing this complaint regarding my credit card issuers handling of a billing dispute involving goods not delivered as agreed. 

I contracted with XXXX carpet of XXXX XXXX XXXX on XX/XX/XXXX with a 50 % deposit of {$4400.00} for the purchase and installation at my second home. The estimate specifically states XXXX luxury vinyl flooring. When I returned to my home it was immediately apparent that the flooring installed was incorrect. It was XXXX brand flooring, which does not match the estimate. 

I have documentation and photographic evidence showing that the installed flooring is materially different from what I agreed to purchase and for what I was pre-charged. 

I submitted this evidence to my credit card issuer as part of a formal billing dispute, twice. Despite clear, objective documentation, the issuer denied my dispute and ruled in favor of the merchant. The decision appears to rely solely on the merchants inaccurate bill not matching our contract, rather than a reasonable review of the evidence provided, of bill not matching estimate.

It is my understanding that under the Fair Credit Billing Act and Regulation Z, a charge is disputable when goods or services are not delivered as agreed or are misrepresented. The issuer is required to conduct a reasonable investigation. In this case, it appears the issuer failed to do so, ignored documentary evidence, and improperly denied my claim. I feel this is unfair billing practices. 

XXXX XXXX currently states that I would not let them come in and fix the error. A phone call from the owner only consisted of yelling, insulting, saying I can't have a floor for free, that I must be a rich lady not paying my contractors and that I have to assume at least 50 % of the cost. I did not request them to come back into my home, nor did they offer. These floor planks will have to be trashed once I hire another floor store. In the meantime, I need a floor and I do not trust them to remove and install. The owner admitted her error and only wanted the deposit. She has been nasty to me for posting reviews of my experience with her business. 

This merchant displays unprofessional business practices toward me as a disgruntled customer, as well as misrepresentation to the bank. 
_____ Attachments : The original written estimate specifying XXXX  flooring Photographs of ordered flooring ( front/back showing XXXX  product name ) Photographs of installed incorrect flooring and leftover boxed planks clearly labeled XXXX XXXX invoice submitted by the merchant to the credit card company that does not match the estimate for materials Thank you for your attention to this matter.

Company response to consumer: Closed with explanation