Consumer complaint received 2020-01-08
Company: SYNCHRONY FINANCIAL
State: VA
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 XX/XX/2019 I was passing by the XXXX XXXX  in XXXX XXXX XXXX in Virginia without any intention of buying anything, waiting for my in-laws to finish with their eye exam with doctor that I took them there. The seller named XXXX came along and started with her advertisements, better to say her lies, that their products are on huge discount of % 82. While I was looking at a bracelet she took it out without me asking her to do that, and she said " for example this bracelet actual price is {$12000.00}, and now is {$2900.00}. I just want to skip how hard she pushed to convince me by buying this piece is like winning a lottery or hitting a jack pot or whatever you want to name it, and moreover she even told me that I can get the full refund if I am not happy. Finally, I gave up and accepted to buy it, but while started to sign the documents my in-laws came out and they did not know where I am that I had to run out of store to let them know where I am. In this intense situation I told her that I am not paying attention what I am signing, she told me do not worry I'll tell you and stupidly I trusted her. I did not even notice what they are giving me as a certificate of jewelry. When I got home first I noticed the unworthy Piece of cardboard that is not representing a jewelry with value of {$13000.00} then I noticed that she stamped on my signature as final and non refundable, at first I thought it was there and I have not noticed it but later with more paying attention I noticed she has stamped it later. I called them and complained about it to one of the sellers, she told me come to the store. With all these suspicious things that happened, I got the piece to 5 other  jewelers to get their opinions about the value, they said this piece is hardly {$1700.00}. Now Synchrony Bank although I explained to them the whole situation, they have closed the case to the favor of merchant without telling me and charging me for delayed fee. They claim that they have sent me the letter. On XXXX XXXX I called and told them I have not received any letter, and asked for dispute then left the country for a family emergency until XX/XX/XXXX and let them know that I am leaving. When I returned, called them on XX/XX/XXXX I noticed again they have not do any investigation on the complaint, has opened it and charged me for late fee and not sent any letter either. I called them again and talked to them they apologized they said they are going to open the dispute case and asked for 30 days. After 2 weeks I called to check upon the case. I found out not only they have not opened the dispute case but also they still did not send the letter and charged me with additional delayed fee. Asked them to remove the delayed fee and open the case again and let me know about the result. Check with them today after 1 week, again the same thing, as if they are playing a game with me. I am convinced now that they they don't want to work with me on this matter, although it is very obvious that I am scammed by the merchant. I want CFPB to protect me and my rights Please.

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