Credit card -- Problem with a purchase shown on your statement -- Complaint #14296547
Complaint Overview
Complaint ID: 14296547
Company: Bread Financial Holdings, INC.
Product: Credit card
Sub-Product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: New York
ZIP Code: 141XX
Date Received: 2025-06-25T12:00:00-05:00
Date Sent to Company: 2025-06-25T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Between XXXX and XX/XX/year>, I made over 40 purchases using my Victorias Secret Credit Card ( issued by Comenity Bank ). Nearly all of the merchandise was returned, and per USPS tracking, those returns were delivered to Victorias Secrets warehouse in Ohio in early XXXX. However, instead of issuing refunds back to my Comenity card, Victorias Secret improperly issued over {$5000.00} in merchandise credits and gift cards, despite the clear return policy that original payment methods would be credited. I contacted both Victorias Secret and Comenity multiple times to resolve this. I provided USPS tracking confirming delivery of the returns and asked for a full accounting of which items Comenity believed were refunded. I was told repeatedly that Comenity could not help because the return was handled by the retailer. Meanwhile, Comenity continued to charge me interest and finance charges on balances that were supposed to be refunded not just once, but repeatedly as if no returns had ever occurred. Even when Victorias Secret agreed to reissue proper refunds for some items, Comenity failed to correct the corresponding charges. This left me being billed for merchandise I no longer have, interest I should not owe, and forced to navigate a loop where both companies point the finger at each other. Comenitys refusal to investigate these charges or even temporarily adjust the balance while the return dispute was ongoing is a direct violation of my consumer protections under the Fair Credit Billing Act. This was not a simple billing error this was an entire process breakdown that I documented thoroughly with receipts, tracking numbers, photos, and correspondence. Yet Comenity ignored all of it and upheld charges I did not rightfully owe. I am requesting the CFPB to review Comenitys failure to : Properly credit my account for returned merchandise Reverse finance charges and interest accrued as a result Conduct a thorough investigation despite being presented with proof of return and improper refund handling by the merchant.
Frequently Asked Questions
What is Complaint #14296547 about?
Complaint #14296547 was filed against Bread Financial Holdings, INC. regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-06-25T12:00:00-05:00.
How did Bread Financial Holdings, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Bread Financial Holdings, INC.?
Yes, visit the Bread Financial Holdings, INC. company profile at readthecomplaint.com/company/bread-financial-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.