Consumer complaint received 2025-07-02 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: WV

Complaint narrative:
On XX/XX/year>, we purchased skincare items from XXXX for {$1100.00} including sales tax, but needed to requested a return due to skin reaction from the chemical on XX/XX/year> because the merchant has 30-day return policy. After we received the Return Authorization Number, but the could not print the return label, so we requested the label via email to print out.

After several emails to request the label, we gave up, and had to return the items back to the original address on the box on XX/XX/year>, and the merchant received the return on XX/XX/year> according to the USPS tracking number XXXX ( see the enclosed tracking details ). 

We contacted the merchant several times via emails, but there was no updates on the return credit, so we contacted credit card company Comenity Bank customer service on XX/XX/year> for further assistance. The representative opened the dispute, but the representative told us that we had to send the supporting document via snail mail. So on XX/XX/year>, we mailed all return supporting documents via snail mail. 

We received a letter from Comenity Bank on XX/XX/year> indicating that they closed the case in favor of merchant and asked us to work with merchant. So we called customer service to get more details and to provide more information about the returned items and never gotten the credit for the returned goods. So the service representative re-opened the case. 

At that point, we believed that they had everything to investigate the disputed charge, but on XX/XX/year>, we received another letter from Comenity Bank that they never received the supporting documentation from us and closed the case again. 

We called the customer service again on XX/XX/year> to find out what's going on with our supporting documents sent via XXXX snail mail, and the representative, XXXX, told us that Comenity Bank did not have any record of our dispute support documents and recommended us to send it again. 

So XX/XX/year>, we printed them out all the supporting documents and mailed them out to Comenity Bank with the tracable mail.

After receiving their acknowledgement of the receipt of our document in XXXX, today XX/XX/year>, we received a letter from Comenity Bank indicating that they could not issue credit due to the following reason ; " The amount subject to dispute is limited to the balance at the time we received your dispute letter. After reviewing the account, the purchase was paid in full at the time your dispute was received. '' We just can not understand what we paid off balance has anything to do with our dispute rights for the returned items to merchant. Merchant simply refused to issue credit for the returned items, and now as a customer, our last resort is to contact the credit card to investigate, but Comenity Bank said because we paid the balance in full, they can not issue the credit? We just can not understand why Comenity Bank made this kind of dispute resolution.

Company response to consumer: Closed with explanation