Consumer complaint received 2025-02-05 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: TX

Complaint narrative:
Subject : Formal Complaint Against Comenity Bank and Saks Fifth Avenue Failure to Conduct Due Diligence in Dispute Resolution To Whom It May Concern, I am writing to formally file a complaint against Comenity Bank regarding its failure to properly investigate a dispute related to a return and refund request for my Saks Fifth Avenue order XXXX. Despite providing substantial documentation, including proof of return and inconsistencies in Saks records, Comenity Bank has closed the dispute in favor of Saks without conducting due diligence. 
Background of the Dispute On XX/XX/XXXX, I placed an order with Saks Fifth Avenue totaling {$1600.00}. Upon receiving the item, I discovered it was damaged and initiated a return, following Saks return policy. The package was shipped back to Saks on XX/XX/XXXX, and I received confirmation of delivery on XX/XX/XXXX ( XXXX tracking information attached ). 
Despite numerous follow-ups with Saks, my refund was never processed. During my communications with Saks customer service, I was given contradictory information regarding the return status : On XX/XX/XXXX, Saks noted that the item was " not in saleable condition. '' On XX/XX/XXXX, Saks claimed that the item was " not in its original box. '' On XX/XX/XXXX, Comenity Bank informed me that Saks stated the package was returned empty. 
These conflicting statements raise serious concerns about Saks handling of my return. Furthermore, if the package were truly empty, how was Saks able to determine on XX/XX/XXXX that the item was " not in saleable condition ''? Saks own records contradict its claim that the package was empty. 
Failure of Comenity Bank to Conduct Due Diligence Given the inconsistencies in Saks records and responses, I escalated the matter to Comenity Bank, my credit card issuer, on XX/XX/XXXX. Despite submitting all necessary evidenceincluding proof of return, Saks conflicting statements, and my correspondence with SaksComenity Bank failed to question these inconsistencies or investigate the matter thoroughly before closing the dispute in favor of Saks. 
Furthermore, Saks claim that the package was empty should have been easily verifiable through XXXX  shipment records. If the package were empty, the weight discrepancy would have been substantial given that the returned item was a heavy jacket. Comenity Bank did not request or consider this crucial shipping data before making its determination. 
Request for Action I am requesting that : 1. XXXX XXXXXXXX XXXX XXXX and Consumer Financial Protection Bureau conduct a formal review of Comenity Banks dispute resolution process to determine whether it adhered to fair and reasonable investigative procedures. 
2. Comenity Bank reopens my dispute and conducts a proper investigation into the inconsistencies in Saks statements, including requesting weight verification from XXXX. 
3. Saks Fifth Avenue be held accountable for providing inconsistent and misleading information regarding the status of my return, as their records contradict their final claim.

The failure of both Saks Fifth Avenue and Comenity Bank to properly handle this dispute has resulted in an unjust financial loss to me. I seek a full refund of {$1600.00} and a correction to my account balance for any interest charges and late payments I have already paid to maintain my credit score.

Please acknowledge receipt of this complaint and provide a response regarding the steps that will be taken to address this issue. You may contact me at XXXX or XXXX for further information.

Company response to consumer: Closed with monetary relief