Consumer complaint received 2021-01-22
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I signed up for a no interest credit card with XXXX which had a promotional period of XXXX. That period would have ended on or about XXXX XXXX. On the date I received the card, I purchased a custom item that was then installed weeks later, in XXXX. On XXXX occasions shortly after the installation, the items showed defects. I reached out to the jcpenney to address the problem, which was addressed. In XX/XX/XXXX, I called the jcpenney store, once again as the replacement items, yet again, showed defect. I waited XXXX months before XXXX decided to address the problem, shortly after I filed a complain to the corporate office. In XX/XX/XXXX I had a balance of {$580.00} on the promotional period left and made a payment of {$180.00}. The intention was to make a total payment but was hesitant due to the reoccurring issues with the shutters. In XX/XX/XXXX, I was advised by synchrony that I needed to wait until the promotional period before they can open a dispute on the purchase. They also added that due to the nature of the issue, there will be no interest charges and if any added thereafter, will be removed. By that time, I still made the decision to pay the {$180.00} of the balance, with hopes that XXXX would do the right thing and address the quality issues of the items. XX/XX/XXXX came and still no response from XXXX, I then opened the dispute with synchrony, who at the time assured me that any fees added on the balance of {$400.00} would be removed after the dispute is closed. On XX/XX/XXXX, I received an email stating the dispute was closed and my account showed a balance of {$870.00}. This means synchrony doubled my ending balance from $ XXXX even after they assured me that fees will be assessed. I contacted synchrony to remind them of recorded conversations about the fees and interest and advised me that XXXX stated they addressed my concerns and services were rendered. As a result, the interest charges will stand. I immediately contacted the store XXXX, XXXX XXXX who stated she was under the impression that the replacement item was installed and i assured her that it was not. She also advised me that the matter with synchrony would also be taken care of. The issue with the items wasn't addressed until early XX/XX/XXXX. XXXX reported that they have done everything they could and are not responsible for quality issues of the product as the products come from a contracted manufacturer, XXXX. They also reported that they can not assist with synchrony because they were informed by synchrony that i stopped making payments on the account. XXXX informed me that they have not received any call from XXXX at all. I am concerned about the lies and misinformation told by XXXX and synchrony. This type of practice is used to gain additional money from customers and I am assistance to address the problem.

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