Consumer complaint received 2020-06-03
Company: SYNCHRONY FINANCIAL
State: IL
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:
On XX/XX/2020, I went to Value City XXXX to purchase some furniture the sales person XXXX XXXX asked me if " I wanted to open up a charge account '' I said yes and got approved. After the transaction was done she did inform me that the furniture that I just purchased was not in stock but it will be in a week, so she set up the next available delivery date which was XX/XX/2020. I did inform the XXXX that I had issues with Value City over 20 years ago about back orders and it took over 4 months to get a refund and she assured me I wouldn't have a problem like that again. Then COVID-19 came they sent an email changing the delivery date which was  understandable, then I went to the email again and they change the delivery date to XX/XX/XXXX again without contacting me. I started receiving bills and phone calls from Synchrony credit card company stating I was past due with my payments ... I informed them that I never received my furniture and I would like to file a claim. They took all the information and stated it will take about 60 day to investigate and you don't have to make a payment until this is resolved. About two days later I received a call phone Value City they left a message on my voice mail stating the new delivery date was XX/XX/2020 and contact us if this is not convenient for you, any date would have been okay but I still tried to call them back to let them know you need to adjust the date on my charges, know one answered. So, I see on the site from the email I have a scheduled date of XX/XX/2020. This is another month later on Monday, XX/XX/2020 I notice I have some voice mails I listen and they have been calling me on XX/XX/XXXX and XX/XX/XXXX asking me to call them to confirm,1 message states that they will be there as schedule between the hours of XXXX and XXXX then the other messages stated if I didn't call them back by XXXX they were going to cancel my delivery. I tried call them on XX/XX/XXXX, no answer I sent message through there website and the last message was if you don't delivery my furniture as schedule I need for you to remove the charges from the credit card account, know one has reached out to me as of the XX/XX/2020. I called Synchrony on XX/XX/XXXX and XX/XX/XXXX and I asked them to removed the charged due to them canceling my delivery again and they said the first case I put in was cancelled I would have to submit another claim. I asked who cancelled my claim and the agent could not tell me and I asked what was the finding and she could not tell me ... at this point I just want them to remove the charges of XXXX dollars I still owe XXXX for the carpet that I did receive total charges were {$2000.00}. At this point I believe the store and Synchrony is in this together to try to charge me for something they know I didn't receive.

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