Consumer complaint received 2023-06-19
Company: SYNCHRONY FINANCIAL
State: MS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
Last year around XXXX  or XX/XX/XXXX, I called XXXX to purchase a generator for my home. I called XXXX to get a quote. They referred me to a local dealer about 1 hour and half from me. The company name is XXXX XXXX XXXX at XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, XXXX, MS XXXX owned by XXXX XXXX. Their phone number is XXXX. This company sent a representative by the name of XXXX to give me an estimate. The The price was {$12000.00} and they were collaborating with Synchrony Bank to finance customers. My husband and I financed the generator through Synchrony Bank and paid in full. We began paying {$490.00} month for the purchase and installation of the XXXX generator. The company promised us the generator to be installed late XXXX of XXXX due to it being a XXXX. We waited and never heard back from them and finally I began calling them and asking when will it be installed. The receptionist kept giving me various dates to appease me and finally, I called XXXX to notify them of the situation and they tried to call the company and I was told that they could not get in touch with XXXX nor the receptionist. I then called an attorney to see what I needed to do. The attorney courteously sent an email requesting for them to install my generator. They ignored the email. XXXX then calls me and says he is no longer working with the company because they are not delivering on the product. He tells me to file a purchase dispute with Synchrony bank to get my money back and he will purchase and install the generator. I called Synchrony Bank to file a purchase dispute and the representative tells me I can't file a purchase dispute until I cancel the service. I then send a cancellation notice to the company and then filed the purchase dispute, This was in XX/XX/XXXX. Synchrony Bank said it would take up to 60 days to close the dispute. I received an email in my favor. Then Synchrony Bank opens another dispute and then sends me another email saying it is in favor of the merchant and I must pay the bill. I send them an email stating I do not have the product and why do I have to pay for a product which was not delivered. Now Synchrony Bank is telling me that they have reopened another dispute and it is going to take up to 60 days again, I have paid {$3900.00} on this generator that has not been delivered. 


Letter 1 : My Favor - Started Dispute in late XXXX Synchrony Bank XXXX XXXX XXXX XXXX, PA XXXX Account is owned by Synchrony Bank XX/XX/XXXX Account Number Ending In : XXXX Dear XXXX XXXX , Thank you for your recent inquiry regarding your XXXX CONSUMER FINANCING/SYNCB account, and the opportunity to be of service to you. 
We have concluded the research on your account and as of the date of this letter, we have issued a credit ( s ) on your account for the disputed amount ( s ) totaling {$12000.00} and billed the amount ( s ) back to the merchant ( s ). If applicable, interest charges and fees associated with this transaction ( s ) have also been adjusted.

This account credit ( s ) means that you will no longer have to pay for this specific transaction on your XXXX CONSUMER FINANCING/SYNCB account. Please note that this does not change any contract or agreement that you have entered into with the merchant ( s ) or guarantee that you no longer owe the merchant ( s ) for any obligations required within your contract or agreement. 
We appreciate you as a valued XXXX CONSUMER FINANCING/SYNCB customer. If you have any questions or if we may be of further assistance, please contact us at the toll free number below. 
Sincerely, Customer Service Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PAGE XXXX OF XXXX XXXX XXXX Letter 2 : XXXX XXXX XXXX XXXX Hello XXXX, Thank you for your recent inquiry regarding your Synchrony Bank account. We appreciate your message and the opportunity to be of service to you today. 

I understand your concern regarding the status of the dispute on your XXXX Consumer Financing account. As per our records the dispute is showing closed in favor of the merchant. 

The balance of {$8300.00} was added back on to the account. 

You can also check the dispute information online under? Disputes? tab and? Activity? page. Under this tab you can see any open or closed dispute details. This tab will show information on disputes opened in the past 6 months. 

If you have more question, request you to please write us back or call customer service at XXXX. 

Thank you for contacting us and allowing us to address your concerns. If you have any questions or if we may be of further assistance in the future, please contact us via the Online Message Center or at XXXX. We value the opportunity to assist you and appreciate your feedback. 

Stay Safe! 

Sincerely, XXXX XXXX Customer Service Account is owned by Synchrony Bank -- - Original Message -- - From : " XXXX XXXX '' XXXX Received : XX/XX/XXXX XXXX XXXX  EDT To : XXXX Subject : Purchase Disputes What is the status of my purchase dispute? 



Letter 3 : Re-Opening a 4th Dispute Synchrony Bank XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MS XXXX Account Number Ending In : XXXX Dear XXXX XXXX, XXXX We're reviewing your claim. 
We're here to resolve your recently opened dispute claim on your XXXX CONSUMER FINANCING/SYNCB account. 
Here 's what we've done so far : Opened a claim for the disputed charges. If we need additional information, we'll send you a form to complete and return to us. 
Updated your account to reflect the disputed amount. During our review, payments on your disputed balance are not required. Your required minimum payment has been updated accordingly and fees and interest will not accrue on the disputed charges during the review process. As a reminder, a minimum payment is still required by the payment due date for any non-disputed balance. 
We're working to resolve this matter as quickly as possible and will let you know the outcome. We ask that you allow up to 60 days for us to complete our review of this claim. 
If you have any supporting documentation that you have not previously provided, such as receipts showing the sale or credit in dispute, communications with the merchant, delivery notices or anything else that you feel would help to resolve your dispute claim, please upload the information to our secured email message option within 7 days. Alternatively, you can mail : Synchrony Bank / XXXX CONSUMER FINANCING/SYNCB XXXX XXXX XXXX XXXX, PA XXXX If you have any questions, please let us know. We value your business and are here to help when you need us. 
Account is owned by Synchrony Bank I do not have the generator ; it was not delivered ; I have done everything within my power to resolve this dispute. Synchrony Bank keep opening up new purchase disputes and telling me it will take up to 60 days to resolve. But I have received 2 resolution letters and still have not received a product ( generator ) nor received my {$3900.00} I have paid towards the product. The Synchrony agreement was a payoff of 2 years. Neither Synchrony is giving me my money back nor is the company giving me my product.

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