Consumer complaint received 2024-09-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: Bread Financial Holdings, Inc.
State: OH

Complaint narrative:
On XX/XX/, I received by email a promotion from Bread Cashback American Express ( Comenity Bank ). The offer said, " Earn 5 % cash back. Up to {$45.00} cashback on eligible grocery purchases with your Bread Cashback American Express Credit Card. Offer valid XXXX XXXX XXXX XXXX ... Earn 5 % per {$1.00}, up to {$45.00} cash back, when you shop at : wholesale clubs, grocery stores, supermarkets, bakeries, convenience stores, and specialty food stores. For a limited time only, shop for essentials and get 5 % cash back. '' The fine print said, " XXXX For bonus earnings, the purchase must post prior to the end of the bonus event. Earnings may take upt o 2 billing cycles after the purchase to add to your account. Earn 5 % cash back per {$1.00} spent on eligiblegrocery purchases. Merchants in the grocery category include wholesale clubs, supermarkets, bakeries, dairy product stores, freezer or locker meat provisioners, confectionery stores, candy or nut stores, convenience stores, and miscellaneous food stores. Offer is exclusive to Bread Cashback American Express Credit Card holders enrolled in the Bread Cashback program. For offers associated with aspecific category, earnings will only be awarded if the merchant code for the purchase matches a category eligible for the offer. Each merchant is assigned a code by a third party that indicates the merchants area of business. Comenity Capital Bank does not have the ability to control assignment of merchant codes. Maximum of {$45.00} bonus cash back. Cash back can be redeemed as statement credit or direct deposit. This rewards program is provided by Comenity Capital Bank and its terms may change at any time. For full Rewards Terms and Conditions, please see XXXX termsandconditions On XXXX XXXX XXXX I charged {$15.00} in grocery purchases at XXXX XXXX # XXXX in XXXX, Ohio. On XX/XX/XXXX I charged {$35.00} in grocery purchases at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, Ohio. 

I should have received 5 % back on these purchases ( {$50.00} total ) or {$2.00}. 

Instead, I received 2 % cash back- {$.00} for the XXXX XXXX purchase and {$.00} for the XXXXXXXX XXXX purchase for a total of {$1.00}, which I redeemed as a statement credit. 

I should have gotten another {$1.00}. 

On XX/XX/2024, my Bread Financial credit-card rewards account was credited with a {$1.00} adjustment. 

Leaving {$.00} not credited to my rewards account to get the full 5 % back. 

On XXXX XXXX, XXXX, I called Bread Financial Customer Service. The service rep said because I was filing a rewards dispute more than 60 days after the transactions had posted, it was not possible to credit me the missing amount. The policy says 90 days, which if counted from the transaction dates would have expired at the end of XXXX. 

The fine print of the promotion says to allow two billing cycles for the bonus rewards to post. I did that then allowed another billing cycle to take place hoping the missing rewards money would be posted. I was not aware of the 90-day limit. That clause is unconscionable. Because you're told to wait for the extra bonus promotional awards to post and then you're given much less time to file a dispute by the 90-day deadline. 

I was properly credit 2 % cash back or {$.00} for a {$27.00} purchase from XXXX XXXX on XX/XX/2024 as part of the standard 2 % cash back outside of promotions. 

I ask that Bread Financial honor its promotion and credit me the XXXX cents. Until then, I can not believe that its promotional offers are credible. 


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Company response to consumer: Closed with monetary relief