Consumer complaint received 2022-06-05
Company: SYNCHRONY FINANCIAL
State: NJ
Product: Credit card or prepaid 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 was shopping for furniture for my new home and came across XXXX store in XXXX XXXX, which is called " XXXX XXXX XXXX  ''. I went to the store and start browsing items, when one of the store associates approached me asking if I need help. He introduced himself as XXXX. I selected several items and XXXX  helped me to place an order on them, while placing order he offered me to apply for a Credit Card with synchrony bank. We filled out an application and I was approved for {$4000.00}. Once we obtained credit approval XXXX immediately charged the card and placed an order. He informed me that total amount would be {$4000.00} without giving me breakdown of cost on each item. Then I requested him to go through each item individually and provide me detailed cost. I noticed that he was trying to overcharge me on each item. I informed him that I am not accepting his offer, due to items were overpriced. He tried to intimidate me by offering free items ( like mirror and etc. ) I asked him to cancel transaction. He informed me that he needs managers approval to cancel purchase, but assured me that it will be taken care on business day, since it was weekend, no one could reverse the transaction. He asked me to sign the paper and obtained my authorization to cancel the transaction. I signed authorization and left the store. On next Monday I start following up, to check if transaction was cancelled, but I was told to wait and someone would call me back. The same thing lasted for few weeks, and after approximately XXXX weeks when I attempted to call with follow up I was told that my items are arriving soon. I informed them that I never authorized any purchase, but they assured me that they will give me discount on each item and they will provide additional items for FREE. I start receiving items one by one and they were absolutely not as described. I called the store and informed them about my issue. They assured me that they will replace items which didn't match my preference, but it may take several weeks or month, since all items were on backorder due to COVID. I waited several month and no one ever would contact me to replace my items. During this time, some items started having small spots due to poor quality, I called the store again, but they were not helpful at all. At some point during this time I raised the concern of being fooled. Then I received attitude from the store. I decided to stop calling the store and instead I raised the concern with Synchrony Bank. I submitted claim with Bank and received Credit from the store in the amount of {$400.00}, for items which were not delivered. Then I received call from the store manager, requesting me to come to store to resolve the issue. I decided to give them a chance to fix the problem. When I stopped by the store, store manager greeted me with aggressive attitude as soon as he understood who I am. He stated that I am filing false claims and start threatening me. Then I kindly asked him to call XXXX, the person who served us and helped us with purchase. Store manager claimed that XXXX  is dead. I asked him the reason he invited me to his store, he said he wanted to see me in my face and started threatening again. Then I decided to leave the store fearing for my safety and called the bank again. They accepted my claim again, but came out with no resolution. I requested store to take back all their items back and refund my funds. The same statement I made while I was filing dispute with the bank, but until today, it is been almost a year, but I could not reach resolution of my problem, neither with store nor with Bank. I decided to escalate this matter to CFPB to help me with my matter.

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