Consumer complaint received 2021-09-23
Company: SYNCHRONY FINANCIAL
State: ND
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:
XX/XX/XXXX I ordered a cocktail table in XXXX of XXXX and I did not receive it until XX/XX/XXXX because of covid there was a backorder on the table. When I did receive the table it was missing a board so i was not able to assemble it so they sent me a new board fine while the board was still too long to assemble the table so I told them I just wanted to send the entire table back and exchange it for another table for another table XXXX XXXX with Ashley furniture said that was fine so they ordered me another table And they actually assembled it for me thinking I apparently didn't know what I was doing but regardless they assembled this table they sent it assembled they delivered it While I was at work so when I got home from work I noticed that the table was assembled backwards the top of it didn't lift off the correct way it was lifting away from me instead of towards me like it was supposed to so I called XXXX again or I emailed her actually and told her that it was assembled backwards I would like to have another exchange so she put in an order for another exchange but workmanship on the table was so bad. I have pictures of it and I sent them to XXXX told her that they shouldn't be letting stuff like this go out of their facility I mean the wood was all chipped up the screws had broken the wood to where it was split and they just tried to fix it, they still sent me the table I rejected that one as well. They sent me a 3rd table in which again the wood was all nicked up the veneer was peeling away from the top of the table and the corner 's were all scuffed so I just told XXXX I would like to return the table and just get a credit on my account I didn't want to keep the table I would just order another table at a different time she said that was fine mind you, I initially ordered this table in XXXX of XXXX I did not get the 1st table until XX/XX/XXXX of XXXX i received another table on I received another table on XX/XX/XXXX and I received another table XX/XX/XXXX All 3 tables were returned to the 2 Ashley furniture and my account was charged {$210.00} for the table On XX/XX/XXXX and then they did apply a credit for {$210.00} on XX/XX/XXXX This would have made the account balance correct. I ordered a gaming chair on XX/XX/XXXX and I ordered another cocktail table on XX/XX/XXXX both were {$210.00} each then I made a payment for {$240.00} on XX/XX/XXXX because I had bought a power recliner for {$530.00} And the no interest if paid within one year, a promotion, was almost up so I had {$240.00} to pay on that so I did pay that up on on XX/XX/XXXX so I wouldn't be charged interest.. well then on XX/XX/XXXX my account was charged {$210.00} cents and it was noted as a balanced adjustment Purchase Transaction number XXXX XXXX XXXX. This is when I called Ashley furniture and I talked to XXXX. XX/XX/XXXX I had ordered a bench after I had ordered all the other things mentioned above and I got a note from Ashley telling me that the bench was discontinued so therefore I was not going to be receiving the bench which is fine I was fine with that but they charged my account for it is what XXXX said and that was for order XXXX she says she was going to be sending a form to synchrony because They could see the credit was issued but it was never applied to my account so she had to send this special form to synchrony to request that the funds be released and credited to my account. a few weeks went by I still hadn't heard nothing I called back I talked to XXXX who in turn talked to her manager who said the manager was on the phone with synchrony bank right now as we were talking and they were letting them know that they need to release these funds because it was a credit I shouldn't have received a charge for the bench. So I waited a couple more weeks still no credit I finally email synchrony bank and tell them my situation and in the meantime I'm disputing this {$210.00} but they will not credit it to my account they're saying that everything is right it's correct I'm pretty much wrong so I keep emailing them and I tell them this last time that I'm going to contact the CFPD because their records are not correct they are overcharging me by {$210.00} and they need to look into their records because they're wrong my account balance should of been {$450.00} XXXX finally get a response from a corporate person at synchrony bank XXXX XXXX XXXX XXXX XXXX XXXX extension XXXX and that was on XX/XX/XXXX and XXXX telling me that I'm wrong here is a breakout of all the charges and credits and payments and if I had anymore questions please feel free to contact him so I email him back with my breakdown because his breakdown does not show the balance adjustment purchase that was done to my account on XX/XX/XXXX of {$210.00}. That's nowhere on the information that he sent me and I will attach a copy of that if that's an option at The end so I am going to send you the information I have as far as paperwork goes I'm going to list the debits that synchrony bank is showing : On XX/XX/XXXX the balance was {$710.00}. {$210.00} XX/XX/XXXX charge, XX/XX/XXXX I was charged a credit of $ ( XXXX ) because they charged me for interest and it was supposed to be interested free if I paid in 12 months There was a credit on my account for ( {$210.00} ) on XX/XX/XXXX. There was a purchase of {$210.00} on XX/XX/XXXX & XXXX XX/XX/XXXX there was a payment {$240.00} on XX/XX/XXXX there was a balance adjustment purchase of {$210.00}, on XX/XX/XXXX there was an interest charge and XX/XX/XXXX there was a interest charge credit, those were both {$5.00} my current balance {$550.00} now that balance is over by {$210.00}. I just want to be credited my account the correct amount I've been making my payments regardless of the dispute regardless of whatever I just want the {$210.00} credited to my account its right there black-and-white that they overcharge me for that amount and I want it back I didn't buy the table therefore I shouldn't be charged for it and it seems like I'm getting the run around I've talked to 4 or 5 people with Ashley I've emailed probably 3 different people with synchrony bank and nobody 's giving me any answers nobody 's helping me, this has been going on since XXXX last year. I need answers I want to know why I was charged in XX/XX/XXXX {$210.00} cents what was it that I bought And why was I charged at all because according to my records I didn't buy anything for that amount in XXXX. Thank you for your time I appreciate you helping me look into this and trying to get answers from the creditor. In the meantime they lower my credit limit and list me as over the limit! XXXX XXXX

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