Consumer complaint received 2023-10-16
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit 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/XXXX, I logged onto XXXX and ordered a Double Oven and Refrigerator to be delivered and, I believed, installed. I purchased service contracts for both appliances which amounted to {$330.00} and I checked the box for my old appliances to be recycled at {$50.00} each. The total of the 'services ' equaling {$430.00}. The appliances w/tax totalled {$3100.00}. The day of delivery, I was told by the driver that the appliances were 'drop off ' only. No installation. I was not contacted about that previous to his showing up. I was told I should have been. I told him not to take them off the truck, that I wanted to cancel the order and get a refund. He said he'd go out side and call his boss, got in his truck and drove away. I received no paperwork from the driver. I called my XXXX 's store in XXXX XXXX, IL figuring that is where the appliances were purchased from since I do all my online purchases from that store. I spoke to the assistant manager and was told there would be no problem getting a refund being the appliances never came off the truck. However, after delving further into the matter, he said the appliances didn't come from his store and the conversation ended. I called the number on the back of my XXXX 's credit card not realizing it was Synchrony Bank and not XXXX 's I was speaking with. I was very upset and let them know it, they told me I had to speak to the store. But now I didn't know where the appliances came from. I then received a call from someone in Dispatch, I think, that had to do with the driver of the truck. There was a bit of a language barrier, but I was told I would receive a credit. So, I kept checking my account and saw a credit was given in the amount of {$3100.00}. The amount of the appliances only. I called my local XXXX store and explained to someone in Appliances what was going on and she transferred me to someone in their Delivery department who told me I would have to speak to my credit card company about that. I called the credit card company again and was told I needed to file a dispute. I filed the dispute and on XX/XX/XXXX, I received a letter saying the dispute was opened. A week or so later I received another letter which implied the dispute was closed. I called Synchrony on XX/XX/XXXX and was told it was closed, but that she would reopen it. She also gave me a number to call to cancel the service contracts. I called on XX/XX/XXXX and used an automated system to cancel the contracts. I then received an email saying I would receive a check in XXXX weeks for {$330.00}. I don't want to receive money from them!! I want my account credited in full the balance of {$430.00}. I called today, XX/XX/XXXX, to tell them that. That particular woman was not helpful. She said I had to contact the store to get the refund on the 'recycled appliances ' or it would not be removed from my card. She would not do anything about switching the refund from check to credit on my card. The reason I do not want to receive a check is I don't owe anything to XXXX. As of now, they owe me! I do not want to have to pay a monthly payment with interest on a balance that I do not owe. They should have removed the full amount of the dispute once I opened a dispute. And, it's common sense that I don't owe money for service contracts on appliances that were cancelled or for disposal of appliances that were never removed. I want them to credit me the full amount of the {$430.00} balance on my XXXX credit card and then close the account. I will NEVER shop at XXXX again or open a credit card with Synchrony Bank. ( The pics attached of the double oven is proof that it was not removed from my home. I bought a refrigerator from XXXX XXXX after I cancelled this order and they removed my old refrigerator ).

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