Consumer complaint received 2023-03-21
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX I opened a store based credit card ( Ashley Furniture ) operated by Synchrony Bank. I have had issues related to the purchase made at the specific store tied to the card and I opened a dispute with Synchrony Bank on XX/XX/XXXX via phone with XXXX at XXXX XXXX  XXXX. The same day I sent in a copy of my signed delivery confirmation via secure messenger on the Synchrony Bank website. On XX/XX/XXXX I receive a request for completion of the Dispute Acknowledgement Form. I completed the form on XX/XX/XXXX and submitted via secure messenger. I received an additional letter on XX/XX/XXXX requesting completion of the same Dispute Acknowledgement Form. I called into customer service and I do not have notes on who I spoke with that stated the Dispute Acknowledgement Form was received and she was unsure why I was receiving an additional request for completion. She stated I should ignore any additional letter requests. I received additional requests to complete the Dispute Acknowledgement Form on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX I sent a duplicate copy of the Dispute Acknowledgement Form via secure messenger and received a response the following day it was received and sent to the appropriate department. 
On XX/XX/XXXX I followed up via secure messenger as it was past the 60 day mark that disputes must be resolved in per the terms of service in the credit card agreement. I received a response from XXXX who stated : We apologize for any frustration or inconvenience you have experienced regarding the dispute. We can help you. We understand your concern and appreciate your patience. Due to the nature of your inquiry, we have escalated your request to our corporate office for handling. There was no acknowledgement of the status of my dispute. I called XXXX at XXXX XXXX  XXXX being connected with XXXX who left me on hold for over XXXX minutes. I eventually hung up and called back in. I spoke with XXXX in disputes who stated my original dispute was closed. I received no findings or follow up regarding the dispute. I asked to speak to a supervisor and was transferred to XXXX. XXXX put me on hold for approximately an hour when he came back he pretended he could not hear me and left the line open refusing to disconnect. It look another 30+ minutes before the line was disconnected. 
On XX/XX/XXXX at XXXX XXXX XXXX I received a phone call from XXXX with the Synchrony XXXX XXXX XXXX XXXX. She stated she can see the dispute was closed after 60 days but there was no documentation as to the resolution. She stated she was also able to see the numerous requests for the same Dispute Acknowledgement Form despite her confirming that I had submitted it on XX/XX/XXXX. She asked for all my receipts and correspondence with the merchant which I provided via email XX/XX/XXXX. I received no follow up and outreached via email on XX/XX/XXXX. I received a phone call from XXXX on Friday, XX/XX/XXXX who did confirm the receipt of my email proof. She stated my dispute was closed in the merchants favor despite me having signed receipts contracting the merchants verbal reports. She reported she did not send my proof into the dispute department and has opened another dispute this time including the multiple documents I submitted. 
My complaint with Synchrony is their violation of their own terms of service when they closed a dispute without any resolution or communication despite proof I had submitted the requested documents. Their siding with the merchant in the second dispute is an additional issue as I had provided paper documents proving the merchant was not telling the truth. 
On XX/XX/XXXX I received a secure message from XXXX with Synchrony Bank once again closing the dispute in the merchants favor despite my physical proof with signature. She also stated : During an investigation of your account, Synchrony Bank found an error occurred resulting in a delayed response to your billing dispute. I sincerely apologize for this error and the situation it created for you. Let me assure you this was an isolated incident and not indicative of our quality standards. Please be aware that no derogatory information has been reported to the credit bureaus with regard to this matter. 
This response is not sufficient for violation of the terms of the credit card that I am bound to just as they are.

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 monetary relief