Consumer complaint received 2020-12-22
Company: SYNCHRONY FINANCIAL
State: TN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I financed some XXXX XXXX XXXX  mattresses from Ashley Furniture Homestore XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, TN XXXX ) on XX/XX/2020. At that time, I was told by XXXX XXXX, under the direct guidance of the manager XXXX, that I was approved for {$6600.00} with 60 months to pay it off at 0 % APR. I actually wanted an upgraded version that was approximately {$1000.00} more and was told that I could try out the XXXX  and could upgrade within 90 days without penalty and the {$100.00} upgrade fee would be removed as a courtesy, as well as the delivery fee. Towards the end of the transaction, XXXX mentioned that they were out of mattress toppers but should be able to get them in on Friday. I called on Friday to confirm the toppers were there because I live quite a distance away from the store, no mattress topper but she mentioned that she would go by the XXXX store, which is close to her house and would pick them up for me. I informed her that we were headed out of town and couldn't get it that weekend but could do it the following week. THIS DIDN '' T HAPPEN and I ended up going by the store ( 3 ) different times to pick up the toppers and finally got the toppers in XXXX. XXXX helped me resolve a prior issue at another store ( XXXX XXXX XXXX XXXX, XXXX, TN XXXX ) in XXXX regarding another mattress set and Queen Size bed not being delivered on the projected date, without notice, and was delivered ( 2 ) weeks later. So, I was pretty familiar with him and trusted his word. XXXX, on the other was someone that I trusted only because XXXX was right beside her, giving tips and guiding throughout the transaction. Upon opening the XXXX topper, we noticed yellow stains throughout and immediately went to the store. The manager, by the name of XXXX, eluded that the stains came from us, only to discover that ( 6 ) additional toppers ( that was opened at the counter in front of everyone from their inventory ) was stained as well. Needles to say, she only credited us for one ... We were under the impression that the toppers were included in the price of the mattresses. There was no indication that they were over {$370.00} and would be added to the overall cost. I asked at that time if we can just cancel the entire transaction and was told that WAS NOT POSSIBLE! So, this all took place last week. 

On Sunday, XX/XX/XXXX, we go to XXXX to discuss why I was charged an ADDITIONAL {$7100.00} with a credit card limit of {$6.00}, XXXX which ultimately put me in the negative of - {$7600.00} without even paying the first bill??? We were there for almost ( 2 ) hours and I can't even recount all of the issues we discovered, including receipts with different amounts. I contacted SYNCHRONY BANK ( 3 ) times while at the store. We were hung up on by the rep when we asked for a supervisor, during the 2nd attempt. All while, neither XXXX or XXXX offered to assist with explaining the ordeal to Synchrony. We literally were " on our own '' while they sat at the computer and texted as we're trying to get answers from Synchrony. 

We finally got a Synchrony supervisor the 3rd time around and he stated that Ashley Homestore authorized ALL of the charges on my account, including the additional {$7100.00}. XXXX and XXXX of course denied ... We go back and forth and finally the supervisor states that he can remove it with verbal authorization from XXXX. XXXX agrees and it's removed but stated that I'm still in the red for {$510.00}. I, of course, ask why and he said because I went over my card limit. XXXX steps in and states, " Although she was initially approved for {$6600.00}, you all have a promotion where you give an additional 10 % credit if used within the same day. So, technically, she's not over. '' I, obviously, had no knowledge of the promo or anything that XXXX did behind the scenes. The supervisor responds, " Yes, that is true but she still went over! '' XXXX jumps in and reiterated what XXXX says and asks, " How is she over if she was actually approved for {$7200.00}? '' This became a back-and-forth with the supervisor stating that I still owe the additional {$510.00} and must be paid. I, again, asked if they would cancel the entire sale and come get the mattresses and was denied. 

Yesterday, Monday, XX/XX/XXXX, I called Synchrony Bank to inquire about the ordeal with a goal to have this resolved. A different supervisor informed me that XXXX and XXXX actually misinterpreted the promotion. She pulled up the verbiage and stated that the 10 % is to be applied to the overall SALES PRICE and does not apply towards the approved credit. Ultimately, she said there's nothing that she could do because the failed to take 10 % off of the product the day the order was placed. I looked at the app later on and apparently the {$180.00} credit for the XXXX XXXX XXXX posted to my account, which currently leaves me - {$330.00} instead of - {$510.00}. Although the manager XXXX offered this to us, she did not complete the request. It was XXXX that made us aware that it was not confirmed and he finalized the credit on Sunday. She was nothing but insulting. She also said that we would have ( 6 ) more toppers coming once we complete the warranty but I certainly doubt that. 

So, I have Ashley Homestore saying it's Synchrony Bank 's fault for not expanding my credit limit and I have Synchrony Bank saying it's Ashley 's fault because they failed to take 10 % off the sales price. All the while, I have a negative amount due before my first bill is even paid and a outrageous 108 % utilization rate from Ashley Homestore on my credit report. THIS IS UNACCEPTABLE and I am OUTRAGED that I was offered a promo that include an additional 10 % credit ( that both XXXX and XXXX failed to mention to me initially ), approved for that promo but required to pay additional money that was initially included in the promo.I asked XXXX again to cancel the entire order but they refused again. 

Please advise what steps I can take to fight this. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation