Consumer complaint received 2017-09-22
Company: SYNCHRONY FINANCIAL
State: MS
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:
I have filed a previous complaint, but can not get back into my file to respond. I have also contacted CFPB, but the steps for getting a new password did not work. 

My complaint is two-fold. 
I have filed 3 disputes with XXXX XXXX about the incorrect billing since XX/XX/XXXX. XX/XX/XXXX, I called and the agent asked me to pay only {$24.00} and discussed my problem. Right after that I filed a dispute. I had to file 2 others because their collection dept continues to call me asking for various total past due amounts and never shows a dispute was filed. They then offer to file it again for me and I let them. ( 3 times now ) I made another payment of {$100.00} recommended by their agent XXXX, XX/XX/XXXX when I called for an update .and then had to file the dispute again later. 
The agents also never know how much my monthly payment is supposed to be or the term or if interest is charged. 
XX/XX/XXXX The store mgr. of 'XXXX XXXX ' where I purchased and exchanged a mattress called XXXX XXXX at my request ' re : my dispute and tried to get it corrected .He spoke with a girl named " XXXX ' who refused to give an ID # and would not let us speak to a customer rep because the 'past due ' amounts were not paid ' even if the payments were wrong and disputes filed. She advised us to make the pmts and call back in 60 days. The mgr asked me to wait the time and let them correct the amounts and pay the bill. 
XX/XX/XXXX I called Syncrony again and spoke with XXXX ( XXXX? ) in the Ohio office to try to make some kind of corrected payment and find out the status of my disputes. She advised me there WAS a dispute on file and no payments were expected to be made until it was settled. 
. Today I have rec 'd XXXX XXXX response to my original complaint days after this response advised me " a payment was due on XX/XX/XXXX. '' The amounts seem to be incorrect and the term is unclear, and they seem to be charging interest, but I can not really figure it all out. I have left 2 messages for Customer service to discuss it on their voicemail/answering device but no one has called me back. 
I have also visited the store Mgr. XXXX XXXX XXXX at XXXX XXXX for help with their still incorrect bill and he tells me he can not do anything regarding this problem and will not call Syncrony again in my behalf and will not return the mattress. ( which I have asked to do since XXXX ) He said they are not responding to the call he made in XXXX XXXX when I was present and ( he ) XXXX XXXX takes no responsibility for this situation. He told me to deal with Syncrony. He does n't understand their billing either. 
I have a XXXX XXXX Card which I did not ask for and it is only good at XXXX XXXX..I did not know it would prevent me from exchanging or returning the merchandise I have enclosed some statements to show the confusing amounts, terms and payments. 
The bed I have cost {$900.00}, the frame was {$420.00} the term was 3 yrs at no int. the exch fee was & 70.x ( 2 exchanges ) the total of my purchase is aprox {$1500.00}. 

CFPB SHOULD NOT CONDONE absolutely outrageous business practice of merchants not being responsible except for extremely low periods ( or not all ) TO THE CUSTOMER after Syncrony purchases their sales contracts to customers and the customer is not aware of this process and its ramifications especially if the item is not satisfactory. AND Syncrony is in total control of ' allowing ' financial adjustments for customer satisfaction. They just do n't have to do it. 
Banks purchasing customer contracts for misc. merchandise is becoming a rampant grab of debt now, and they are not responsible for any of the Merchants conduct toward the customer and the Merchant is not responsible toward the banks handling of changed billing. They can both just ignore you and force you to 'live with it and pay for it ' or ruin your credit. 
XXXX XXXX XX/XX/XXXX

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 monetary relief