Consumer complaint received 2024-01-04
Company: SYNCHRONY FINANCIAL
State: TX
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

Complaint:
I did not receive items I paid for and prior to the attempted delivery of the additional items, I reached out to the merchant asking that XXXX contact them as they informed me the merchant was the only one who can help, the merchant then informed me that XXXX would need to conduct the investigation, they did and after communicating to me multiple failed delivery attempts between separate deliveries, my investigation was closed with XXXX attempting to use the same proof of delivery they provided prior which they acknowledged was incorrect as they said they attempted deliveries after. I filed a dispute with my card as the merchant was unwilling to help and my dispute was closed with the credit card company claiming the merchant provided a sales invoice and a signed delivery slip and that they were ruling in their favor. You will see however in communication directly from the merchant on XX/XX/XXXX, they stated that a signature was not on file, only for a month later for there to be one, this is also able to be confirmed through the carrier they used XXXX, who would provide a copy of the signature if one was captured but that is not the case. There also would be a time and date stamp recorded. Despite me requesting this be sent to me on XX/XX/30 so I may add it to a police report as I did not sign for a delivery, I still have not received anything, i then asked Synchrony on XXXX when I could expect proof and they stated it would be sent within XXXX hours, I then was sent a follow up message claiming that my inquiry was escalated to corporate. I since have informed them that I did not receive a response from corporate and got another generic response. I have provided documentation showing XXXX failed delivery but synchrony has sided with the merchant due to a signed delivery slip, for one if a signature was captured XXXX would have a signature as proof of delivery not a picture as I confirmed this with them and they stated there was no signature captured. The merchant also states in the communication sent for my denied dispute that there is no signature on file. I have no other recourse other than to now dispute the amount of {$1300.00}, the total value of the items which were not delivered, the merchant has not provided me anything which supports this denial and I have a ring camera which shows successful deliveries from other carriers but it is not possible for me to prove that I didnt get something with this. There is nothing which shows that my items were delivered to or received by me, yet the merchant is expecting me to pay for these items over the next 5 years. I have provided a substantial amount of information to support my claim and the merchant has failed to even send the signed delivery slip they claim to have and are using to deny my dispute. It has been over a month since they denied my claim and are requiring me to pay, yet this proof was not provided to me. Their own policy states i will not be billed until my items are delivered to me, I never received any items so i should not have been billed. I have tried with both merchant and my credit card and have not been provided with documentation for the denial of my dispute, I am not even able to file additional police reports about the merchant 's signature claim as one has not been provided to me so I am not even sure if the information I have been given is accurate, I just wanted my items delivered correctly, now I need this off of my account as the merchant stated that they would not bill me until my furniture was delivered.

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 explanation