Consumer complaint received 2022-06-04
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I recently obtained a store credit card for Ashley Furniture, underwritten by Synchrony. While on the furniture store 's website https : //www.ashleyfurniture.com/cart/, it offered preapproval for the Ashley Advantage card in which purchases can be financed with XXXX interest if paid off in full by a specific date. So when I clicked on the option for the financing, I was redirected to the bank 's site https : //etail.mysynchrony.com/eapply/eapply... 
I was approved for a credit line and subsequently received the physical charge card in the mail. I activated the card over the phone and was referred to the Synchrony bank site to explore special promotions as recommended by the automated activation phone system. 
When i went to the bank 's website at https : //www.mysynchrony.com/cmp-index.html? market=homefurnishings & store=ashley, i was pleased to XXXX the perks specific to card holders, including XXXX RewardsXXXX XXXX XXXX  and something called " XXXX XXXX '' So on Tuesday XX/XX/22, I went shopping for my Tuesday deal. However, there was no navigation available for any of the deals offered on either the bank 's website or the store 's. Since it was Synchrony that advertised the promotions as an incentive, and with no other place to turn, I commenced an online chat with a Synchrony representative named XXXX XXXX XXXX XXXX had no idea what I was talking about when I asked how to find the XXXX XXXX. After more back and forth, he recommended the Ashley deals website while on the chat and directed me to https : //www.ashleyfurniture.com/coupons-deals-and-offers/ for the XXXX XXXX  I reported back to XXXX that there is nothing mentioned regarding XXXX XXXX, to which XXXX replied XXXX " In that case. I would suggest you to contact website provider customer service as they will be able to check on your request further and help you with the Tuesday sales update. '' I reiterated to XXXX that it's not a store deal, but that the XXXX  XXXX was advertised on the credit card application as an incentive and cardholders exclusivity. XXXX later reasserted that " I have checked on your request and I see that the offer is with respect to Ashley advantage card that is issued and handled by Ashley stores services. For Ashley advantage card XXXXy offers are provided which is handled by store directly. '' However, as I mentioned, there can be nothing found on the store 's website about this XXXX XXXX. When I explained again to XXXX that its not on XXXX 's, but rather the Synchrony website specifically promoting this as a cardholder perk, XXXX replied, " I would like to confirm again the offer is provided by merchant and is just providing information regarding offer offered by merchant on synchrony website. As intelligible as his last statement was, XXXX further stated that his Supervisor agreed with this statement as well. 
This, at the very least, is misleading by definition. Secondly, the Synchrony rep is falsely placing the onus on the merchant, while at the same time admitting its advertised on their own web page. This logic is ludicrous, because anything that Synchrony chooses not to honor, they just pass the buck to the merchant. By this logic, they can say anything they want, be it true or false. To date, neither Synchrony nor XXXX 's can direct me to where I can find the " XXXX XXXX '' Needless to say, I am not satisfied with Synchrony 's explanation whatsoever. I asserted toward the end of the chat with Synchrony that I would be filing an official complaint ( for misleading information ) and requested a copy of the chat log ( which I have on file as an unedited addendum that supports my claim ). In the end, XXXX stated to me in what appears to be a canned reply, " I have already raised your concern on our end. I'm sure our back end team will look into this issue and will make sure the information is more brief for clarification. '' I find this assertion to be mere insincere rhetoric, because XXXX did not advise me how I could follow up on this or if anyone would be contacting me with findings or more information.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief