Consumer complaint received 2021-06-21
Company: SYNCHRONY FINANCIAL
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
On XX/XX/XXXX, I went to XXXX XXXX XXXX XXXX and purchased some furniture. The sales person XXXX assured me that my furniture would be delivered in 30 days. Thirty days came and passed and I had not received not even a call. I contacted XXXX to see what the problem was. He said he only had the bedframe and nothing else. He said due to the pandemic they were running behind. Once again, he said it would be another 30 days. On XX/XX/XXXX, I once again called and spoke with XXXX. This time he was very unprofessional and rude. I asked to speak with somebody higher than him. I was put on hold for what seemed a fairly long time and when he finally came on the line he stated that the manager was not in. At this time, I decided to contact Synchrony Bank and let them know that I had not received any furniture and I would not be paying for something I had not received. The bank then said they would put a dispute on my behalf. The bank also gave me some options that I could do and one was calling the store and asking for them to close my ticket and when the furniture was delivered then the store could submit it so I would be able to pay off the furniture in a certain amount of time without having the interest charges. I called the store back and spoke with XXXX once again and let him know what the bank had suggest it. He then became rude and basically was threating saying they were not able to do that and that I had signed so I was stuck with that. 

Once again, I asked to speak to somebody higher and he gave me the run around. I had to call and directly ask for the store manager without going through XXXX. The young lady who answered took my information and said she would have someone return my call. It had to take for me to put a post on social media ( XXXX XXXX  ) to get someone to reach out to me. When I finally received a call it was from Ms. XXXX XXXX, Store Manager. I let her know how disappointed I was with the poor customer service that XXXX had provided. I also let her know the exact same thing I had share with him in regards to closing the ticket and once I would receive my furniture to submit it to the bank. She apologized for the unprofessional service XXXX had provided and even said agreed with me when I said she should have some kind of training for her employees on customer service. She did not come up with any kind of solution when it came to my furniture. I assured her I did want the furniture and if she could only close the ticket until I would have all of it. It fell on deaf ears. During the following day it was back and forth with her. She called and asked if we could meet with her in person to see what we both could agree on. I agreed and set up a time for my husband and I to meet with her. Not surprised she stood us up. We arrived at the store aXXXX XXXX XXXX we let a gentleman know we were there to meet with Ms. XXXX. He replied that she was not there but he would get a hold of her and let her know that we were waiting for her. We waited 45 minutes and she never arrived. At XXXX XXXX she sent me a text in my opinion a very poor excuse. She asked to see if she could speak with my husband and still we agreed that he would speak with her. My husband let her know that our mind had been set by the unprofessional service and we did not want to continue to do business with XXXX XXXX XXXX XXXX. From that day we never heard anything from anybody, no calls or even mail. 

I continued the dispute through Synchrony. Ms. XXXX apparently has responded to the bank that she can not be responsible for shipping delays. I have attached a copy of her response to the bank for your information and a copy of the sales order with what is not my signature. 

I contacted Sychrony Bank on XX/XX/XXXX and let them know I was disputing their decision on the case. Letting them know that XXXX XXXX XXXX XXXX was not working in good faith. That I had sent a certified letter to the owner, and two presidents with my complaint and I still had heard nothing from them. On XX/XX/XXXX, I contacted them to see the status on my dispute and they said that had been closed and that they are citing with the company. I let them know I had submitted a complaint with the Texas General Attorney against XXXX XXXX XXXX XXXX and that I would also submit a complaint against Synchrony with the Federal Trade Commission.

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