Consumer complaint received 2023-06-08
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I opened an Ashley Advantage credit card at my local Ashley Furniture home store in XXXX, Florida back in early XXXX. The financing was through Synchrony Bank. I purchased a living room set to furnish the apartment that I would be moving into. I paid this set off before the promotional offer terms ended and went back to purchase a bed months later in late XXXX. I ended up paying the bed off early too, and wanted to take it easy for awhile on monthly furniture payments until I was in need of another purchase. So, I waited until I moved back to my hometown in XXXX to try and purchase a new bedroom suite . I attempted several purchases online with my Ashley Advantage card financed by Synchrony Bank. I had zero luck, thought maybe it was as a system error online or poor internet connection and would try again later. Many major life events occurred in between the attempted XXXX purchases. I was confused as to why my card was not working and I figured it was because I hadnt used it in awhile. I called Synchrony bank to see if my account was still open and active and each month on my credit report that is exactly what it has reflected so I really didnt worry too much about it. Sunday XX/XX/XXXX I wonder if I can try another purchase as I was browsing online and found a dresser and rug that I really loved, an online only purchase. I attempt another time to make a purchase on the Ashley website. I get the same error as months and years prior. I immediately got on the Ashley customer service chat to start my investigation to see why my card STILL isnt working. I spent a huge portion of my night speaking to multiple chat agents, some helpful, some not. I reached out to Synchrony customer service via phone because the Ashley chat agents are pointing fingers at Synchrony. Following my Ashley Chats, I spoke with 2 XXXX people from Synchrony bank. I could hardly understand them and I could not even finish speaking before they felt it was necessary to cut me off by saying nothing is wrong and that its Ashley Furnitures fault. The next business day, I call the local Ashley store to try and make a purchase with a salesperson over the phone. She was happy to help me and starts paperwork until I told her it was an online purchase only and told me that I could not order items online through the store itself and that they couldnt assist me. I had to babysit my nephew that afternoon, so after he went home I drove down to the XXXX, FL store where I was greeted by the same sales person that spoke to me on the phone, XXXX. I requested politely to speak to a manager. I was directed to the middle of the store where an unkempt, unprofessional young woman was sitting at the desk with her vape and cell phone in plain sight. I did an internal sigh and was polite while explaining the situation. She seemed reluctant to help me, but she got on the phone which Synchrony bank for me to try and address the issue as to why I can not make any purchases on my credit card. I kept getting a payment option error or billing error. Both the Ashley store manager and Synchrony agent still can not detect an issue and still blaming each other. The manager suggest I update my billing address with Synchrony, so I left the store and sat in my car to make the changes. The automated system to update my information informed me changes would be effective immediately, but I wanted to wait at least 24-48 hours to give each system time to catch up with the billing address change. I called a live Synchrony agent to ensure that my address was in fact the one I had just updated to, and it was. I explain AGAIN to ANOTHER person what has happened while I am still in the parking lot of the brick and mortar store. Still nothing can be detected as to why my card doesnt work. So, I waited 48 hours to attempt another online purchase. Yes AGAIN I am getting an error online stating its either a billing or payment option issue. At this point I am at my whits end with BOTH Ashley Furniture and Synchrony. All I want to do is make a {$600.00} purchase on my {$5500.00} credit card and utilize my credit line so they do not close my account due to inactivity. I am going to be livid if this is what ultimately happens in the end. I chatted with another online agent XX/XX/XXXX to see if I can try again. She gave me a number to call to see if my card is activated, so I called and it was. She couldnt assist me further so she suggested to send my information to the finance team at Ashley and told me they would be reaching out in 1-2 business days. Today is XX/XX/XXXX and if I do not hear back from them by the end of the day I am going to go back down to the store after work to see if I can get another manager. My patience and kindness is running out and Im going have to start being firm in order to protect my credit score. Both of these companies do NOTHING to help the customer. I am almost to the point where I am going to close the card myself and take the hit on my credit, these people do not deserve my hard earned money if they cant even assist me when I have a problem. Both companies have also treated me as if I am the problem and I am OVER IT. I really want to call the local news channel to spread the message and to inform people to NOT DO BUSINESS WITH THEM.

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