Consumer complaint received 2022-08-16
Company: SYNCHRONY FINANCIAL
State: TN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
This dispute is in regard to Synchrony Bank, who is a creditor providing an account through XXXX XXXX. 

We purchased furniture on credit in XXXX which was originally promised to arrive by XXXX or XXXX of XXXX. We never received the furniture at that time, or at any time during XXXX. When consulting with the merchant in late XXXX and early XXXX we were told we were never going to receive the furniture EVER. I then filed a chargeback dispute letter with Synchrony Bank ( per their instructions ) and sent it to the mailing address provided. I have a scanned copy of this letter as evidence. Note that this was the ONLY option they provided to file a chargeback dispute - there was no online portal or customer service phone number. 

This letter was signed and sent on XX/XX/XXXX. 

In XXXX of XXXX we began receiving collections calls on the account. We explained that the account was in dispute and that, according to the bank 's policy ( as stated in writing on their dispute letter ), we were not required to submit any payments during the dispute period. Nor would we be charged interest or late fees. 

In these phone calls it was implied that the dispute had been resolved in XXXX or XX/XX/XXXX ( the dates seem to vary depending on which agent we speak to ), but WE WERE NEVER NOTIFIED. I have tried to explain that the dispute had not been resolved and we were not notified and that we were still wanting to move forward with the dispute, but the bank has been completely inflexible and continues to make collections calls ( bordering on harassment ). The employees on these recorded phone calls have all told us that they have fixed the issue, notated this on our account, and promised that the dispute has been re-initiated. However, the collections calls continue. On XX/XX/XXXX, fearing the bank would unfairly and abusively report a late payment on my credit report, we made a payment in good faith following a call with an agent of the bank who again reassured us that there would be no report of late payments and that the dispute was ongoing. The bank has still elected to report a XXXX day late payment despite our consistent and ongoing efforts to vocalize our concerns over the unresolved dispute with not receiving the purchased goods. In short, the bank has acted unilaterally and in bad faith and now my credit score is suffering. We have tried relentlessly to find a mutually agreeable path forward, with numerous calls on record, but the bank refuses to acknowledge their mistake and the damage their actions have incurred without basis on my credit. I am forced to report this to the CFPB because I have no other course of action at my disposal. 

The bank now refuses to take our phone calls and will not cooperate in managing this dispute going forward. They also refuse to take responsibility for their actions and will not help us rectify or amicably resolve this matter. We are worried this will continue to damage our credit unfairly and also will happen to other unsuspecting customers. Synchrony is engaging in abusive and damaging business practices and must be brought to task for their mistakes. During our latest conversation with XXXX ( employee number XXXX ), we were told that she won't research the bank 's errors and after promising to transfer us to a different agent, put us on hold for XXXX minutes before disconnecting the call. This is not the first time we have been hung up on.

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