Consumer complaint received 2022-09-19
Company: SYNCHRONY FINANCIAL
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
XXXX XXXX, XXXX : Purchased a set of patio furniture from Walmart.com for the total amount of XXXX. I waited several several weeks for delivery. When furniture was delivered, it was damaged, box was open, back support piece was bent and all of the screws and one cushion were missing. I called Walmart twice to schedule a return, as this was too large for me to be able to return myself ( I do not own a vehicle large enough to fit it ). Twice Walmart scheduled a return and no one ever came to pick it up. At this point, I opened a dispute with my credit card for the transaction. 
XXXX XXXX, XXXX an adjustment was made to my account in the amount of {$980.00} while the credit card company investigated. I submitted the dispute form, I believe via mail and fax. 
*XXXX  XXXX, XXXX I received my credit card statement and there were two " miscellaneous adjustment '' transactions listed on my account for {$980.00} each. They both had the same reference number. I called the credit card company and inquired about the transactions. The rep on the phone told me she thought it had to be a system " glitch '' and she would dispute. At this point in time, I also opened a billing inquiry. The transactions were removed from my account and I consequently filled out another dispute form and sent it to the company dated XX/XX/XXXX. 
*I received no communication, no request for additional information, etc until I received my XX/XX/XXXX statement and the charges reappeared. 
XXXX XXXX, XXXX I called the credit card company yet again. I discussed the situation and spent about an hour on the phone with someone trying to resolve the situation. The rep again opened a dispute and I was told I'd be contacted if they needed additional information. I received no communication until XX/XX/XXXX when I received an email notification I had a new message on my account. Again, the credit card company is requesting me to fill out a dispute form. Then on XX/XX/XXXX I receive my credit card statement with the charges back on the account, accruing interest. As of now, the account is showing a total balance of {$2100.00} which would be the two original amounts of {$980.00} plus interest as I closed the account months ago and I had a XXXX balance prior to these two transactions. 
*I have reached no resolution with the credit card company and believe the company is not acting in good faith with resolution. Not only was the original dispute not resolved, the company has erroneously charged my account for the amount, thus doubling my debt. There is no way I can be expected to pay {$980.00} in an unsubstantiated transaction, even if the original dispute in the amount of {$980.00} would be found to be valid.

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