Consumer complaint received 2019-01-09
Company: SYNCHRONY FINANCIAL
State: CA
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:
Consumer Financial Protection Bureau : My husband and I have been dealing with Synchrony Bank since XX/XX/XXXX. We opened an account for {$10000.00} with their Home Design to fund a waterproof flooring in a new patio that was being built. The cost for the waterproof flooring and two cans of paint for one wall and a small backdoor porch was {$7300.00} the rest of the money was covering the remaining cost of the patio. On XX/XX/XXXX my husband signed the flooring contract with XXXX XXXX XXXX XXXX XXXX We met XXXX who said he was the owner of the company, but in XX/XX/XXXX the Calif. State License Board informed us that the true owners were Mr. XXXX XXXX , and Mr. XXXX XXXX , whom weve never met. They also never can to the worksite. Mr. XXXX and Mr. XXXX sent an email to the XXXX to have them forward an email to me. In this email was a letter called Mutual   Cancellation and Release Agreement. It basically wavered any and all wrong doings from this company that arose on this job. But we would not sign it. On XX/XX/XXXX seventeen boxes of flooring were brought to the worksite and five boxes of unused flooring were loaded back onto their truck. On our contract it has a square footage of 270 but, our patio only measures 251sf. There is no mention of removal of extra unused materials on the contract. Which only implies all materials brought to the worksite are by rights ours or a refund should have been returned to us. I called XXXX when the workers began to load up the extra unused boxes of flooring. I asked him about a refund on the unused boxes or the workers should not take the boxes. He only said I did not pay for the boxes. But as you can see, we did pay. 
On XX/XX/XXXX, I called XXXX  XXXX  and spoke with Ms. XXXX I told her my situation with my contractor and that I just wanted to know if the flooring he sold to me was a waterproof floor. I gave her the name of the flooring which was XXXX  and the item number XXXX/XXXX. She looked up the flooring information and said, No, its not waterproof, its laminated. I told her it was installed in a patio enclosure, she said it should not have been installed in a patio. If it gets wet it can be damaged by the water. I called XXXX and told him about the flooring and he said he would not replace it and then he threatened me for the second time, he had also threatened me on XX/XX/XXXX over the phone. On this same day of XX/XX/XXXX at XXXX XXXX  I called Synchrony Bank to put a hold on the payment to XXXX XXXX until I could get my patio flooring replaced. I spoke with a Mr. XXXX who said they would hold the payment until I called them back, but the payment went through anyway. Then on XX/XX/XXXX I called Synchrony Bank again to have them file a dispute with XXXX XXXX. They told me the dispute process may take up to two months for XXXX XXXX to respond. 
After filling several disputes with Synchrony Bank, they are saying the nature of our dispute concerns a service quality issue, and that they can not judge quality. The floor that was laid was a laminated floor and not a waterproof flooring. They are not understanding the difference in the two floorings. And they are not owning up to the fact I did call to have the payment put on a hold before it was released the XXXX XXXX. I received a letter dated XX/XX/XXXX from Synchrony Bank stating the dispute is closed. But as of XX/XX/XXXX, their Customer Service Dept. said the dispute is still on going. 
Thank You,

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