Consumer complaint received 2021-02-05
Company: SYNCHRONY FINANCIAL
State: LA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Initial event was on XXXX/XXXX/2021 Last week I attempted to purchase a XXXX bundle from Belk. I added it to my cart and was presented with an ad that I could save {$120.00} on THIS ORDER if I applied for a Belk Credit Card. Sweet! A discount on the impossible to find XXXX?! I applied. Was approved. I was given a discount code to get the {$120.00} off. Coupon not allowed on this item. So to recap, Belk falsely advertised a discount on THIS ORDER for applying for a credit card. Now I have a Belk card for no reason at all. Oh and after applying for the card and attempting to use the discount card the XXXX was then sold out. 

I reached out to Belk through their website contact form and they replied to my complaint with a bot message that the XXXX was only available for certain customers. I replied that I wanted a human to contact me about how they are going to prevent future customers from being CONNED into applying for their credit card. The bot replied with the same XXXX only available for certain customers. 

On XXXX/XXXX/2021, after not receiving a response from a human, I reached out to Belk through XXXX direct messaging : Again, my issue is NOT that I didnt get the XXXX. Its the fact that your website advertised a coupon for THIS ORDER / item if I applied for a credit card ( which is a big, long term commitment ) and only after the fact was it revealed that the item previously listed as eligible for a discounted was in fact NOT eligible for the new credit card coupon. Now I have a credit card that was opened under false promises. Its shameful that you advertisement algorithms allowed this to happen. 

Their response : We understand the frustration this matter has caused. Unfortunately, coupons are not able to be applied to the XXXX. Belk offers the XXXX in a bundle deal on a sales price as is. The offer was for our XXXX and XXXX credit card holders. In order to gain these credit card status, you are required to spend $ XXXX {$1500.00} a year. We have attached the link below linked to credit card benefits and information. 
Please let us know if we can further assist you. We apologize for the inconvenience. 

My response : No one has admitted that this was a mistake on Belks part and will have it fixed for future customers. I dont feel like you are grasping the gravity of the situation. Im not complaining that I attempted to use a coupon code and it wasnt accepted. @ belk is running an ad that REQUIRES SIGNING UP FOR THEIR CREDIT CARD to receive this promised discount. Then the promised discount isnt valid AFTER signing up for the credit card. Again, not just a copy / pasted coupon that isnt accepted. CONSUMERS ARE BEING CONNED INTO SIGNING UP FOR YOUR CREDIT CARD. So if said item is excluded from all discounts, why is your advertisement at checkout showing up for said item? 

No response from Belk on how they will change their advertising going forward.

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