Credit card or prepaid card -- Other features, terms, or problems -- Complaint #6439043

Complaint Overview

Complaint ID: 6439043

Company: Bread Financial Holdings, INC.

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Other problem

State: Virginia

ZIP Code: 235XX

Date Received: 2023-01-14T12:00:00-05:00

Date Sent to Company: 2023-01-14T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Older American

Consumer Narrative

I am trying to recover {$6600.00} from Comenity Bank that was deposited erroneously in a credit card account that I did NOT authorize. I asked Comenity to close the account and refund me the credit. Comenity closed the account and confirmed that a refund is due me ( see attached documentation ). They have twice mailed me checks that could not be deposited into my XXXX XXXX XXXX XXXX account ; the checks are VOIDED checks. The Comenity customer service reps tell me the checks are good, although void is visible on the checks. Void is noted on the account statement for each refund check ( document attached ). They have refused to refund me via electronic direct deposit into my XXXX XXXX XXXX account. I do not want another bad check. I want them to direct deposit my refund for {$6600.00} as requested into my checking account. If you need additional information, I will be able to provide it after XXXX XXXX, as I will be travelling. Background : I had a XXXX XXXX credit card with XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX. When XXXX reported that they were transferring their XXXX credit card to Comenity, I did not validate the Comenity XXXX credit card. I did NOT open a XXXX XXXX credit card account with Comenity. The Comenity account was created with a user name, password and email ( not my email ) generated by XXXX. I opened a new XXXX travel credit card with XXXX. I paid for a trip with my new XXXX credit card. I paid my XXXX credit card through my XXXX account with XXXX XXXX XXXX bill pay for the amount of {$6600.00} on XX/XX/XXXX. I noticed that the funds were withdrawn from my XXXX account, but were not credited to my XXXX credit card. Upon investigation, I realized I had the old XXXX XXXX XXXX account number on my XXXX XXXX XXXX pay instructions. That is when I discovered that XXXX had transferred my XXXX XXXX XXXX to Comenity and forwarded the {$6600.00} to a Comenity account. I did not validate the account, and do not owe Comenity anything as I have no credit card with Comenity. The Comenity account has a credit of {$6600.00} ( documentation attached ). I contacted the Comenity Fraud Department and a representative helped me get access to the Comenity account so that I could monitor the closing of the account, and the refund she promised I would receive by check in the mail on XX/XX/XXXX. I received the check, went to a XXXX branch to deposit the check. XXXX could not deposit the check as it was a voided check. I called Comenity and was promised another check. On XX/XX/XXXX, I received the second check and tried to deposit it again at my XXXX branch. The second check was also voided. On XX/XX/XXXX, the banker at XXXX, a XXXX XXXX banker and I called Comenity to request a direct deposit of my refund to my XXXX XXXX XXXX account. After more than an hour of transfers and holds we spoke with the expedited refund department. XXXX XXXX faxed the requested information the same day, XX/XX/XXXX, to process an expedited direct deposit. They refused to provide us with a phone number to confirm receipt of the fax and information needed to process the direct deposit. On XX/XX/XXXX, XXXX XXXX and I tried to call Comenity to confirm receipt of the fax. We were never able to speak to the expedited refund department. We spent XXXX hours on the phone being transferred to reps that could not help, put on hold, told again that the check I received was good, transferred to more reps that could not help. Finally, we were transferred to a person that promised to expedite my refund. She took my XXXX account information. She told me I could call her on XX/XX/XXXX to get a status of my expedited refund via direct deposit. She gave me the name XXXX and gave me a phone number to reach her : XXXX. I called her on XX/XX/XXXX as she said I could, and left messages for her. She did not return my call. I have not received the direct deposit refund.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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• Bread Financial Holdings, INC. Company Profile
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