Consumer complaint received 2023-02-28
Company: SYNCHRONY FINANCIAL
State: IN
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 XXXX my spouse and I went to Ashley Furniture to shop for some furniture, because we had just moved from Florida with my XXXX XXXX XXXX XXXX and had no furniture in our home. We purchased some furniture and used my, XXXX XXXX, Synchrony Bank credit card. We were very rushed through the process and signed documents that were not explained to us. When we got home we read over the documents and then on XXXX called Ashley 's of XXXX Indiana to get a clear delivery date because we could not live without furniture in our home. We were told that we would have to call back and speak with the manager XXXX XXXX. We were asked when she would be available and they stated try tomorrow which we did. We called on XXXX and asked for the manager, we were told that she was not available, we stated that we needed to cancel our order XXXX, because we were not provided a delivery date. We were told that there are no confirmed delivery dates and that we would have to speak with the manager. As you can see from the attached phone records we tried many times to contact the manager and also left several messages that we needed to cancel our order because we could not just wait for furniture to be delivered whenever. Also My first contract for furniture that I signed was for {$5200.00} and the final bill came in and was {$7000.00}. When I questioned the difference I was told that my spouse went in and ordered another sofa, but there should not have been anyone that can make a purchase on this account since I am the sole account holder and I am not sure why this would have happened. I called the store on XXXX and was again told that the manager was not available, but they put the salesperson on the phone. I explained to him that I was being billed for an order that we had canceled and why was there an additional purchase by an unauthorized user allowed to happen. The salesperson stated that he could not cancel the order and that I would have to speak with the manager. I explained that XXXX have tried to call and get the manager on several occasions with no avail. We finally sent certified letters to the store manager and the owner of the store via certified letter. So I contacted Synchrony Bank to dispute the charge on my card for items that we had canceled. The representative at the bank asked if we had canceled the items and I explained that we called the store on many occasions to cancel. I sent them several documents and they eventually sent me a letter from Ashley 's furniture that stated please do not reverse charges so they did not find the dispute in my favor. Ashley 's has stated that they have contacted us on many of occasions to deliver but we printed out phone records that does not substantiate the calls. It has now been over XXXX year and there still has been no delivery of furniture though I am currently being billed by Synchrony bank for {$7000.00}. I have included several documents. Also please be aware that there are initials on documents that are not mine. I am also including in the second documents the contract that I was sent home with that has no initials and a copy of my billing from Synchrony bank. I am also adding a letter from the Indiana Attorney Generals Office that tried to mediate for me with Ashley 's furniture and they stated that they would cancel the contract for a 30 % restock fee which I am unable to afford since I live on SSDI and I believe that is very unfair. I left a deposit of {$570.00} with the store on XXXX and I believe that this is a sufficient restock fee. When we tried to contact Ashley 's again on XXXX we were that we are not allowed to cancel an order and that they can deliver the furniture anytime they want.

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