Consumer complaint received 2023-01-07
Company: SYNCHRONY FINANCIAL
State: NY
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:
Hi, I bought the new cell phones from XXXX XXXX XXXX on XX/XX/XXXX ( inside the XXXX 's Club ). When I received the order from XXXX XXXX XXXX  it was completely different than what I have ordered. So, I contacted the XXXX XXXX  XXXX ; they cancelled the order and input the new order and asked to return the items via XXXX. I returned the items on XX/XX/XXXX via XXXX. XXXX, I haven't received the money back, however XXXX XXXX XXXX charged me for new order. 

I am frustrated with the Synchrony Bank XXXX XXXX XXXX XXXX ) and XXXX XXXX XXXX customer service departments. I have filed dispute multiple times with both, but they are giving me run around or in other words not taking any action. I have made over 25 calls to the XXXX XXXX XXXX customer service department ; and they opened multiple case numbers, and I was told that notes have been added to the account and the money will be credited back for the XX/XX/XXXX transaction i.e. XXXX  and XXXX  dollars. I haven't received anything back on my credit card so far. 

Synchrony said they do not have enough information to process a dispute whereas when i spoke with XXXX XXXX XXXX manager ( XXXX ) on XX/XX/XXXX. He asked me to file dispute with the credit card company because he is unable to push the charges back. 
Today, I spoke with Synchrony customer service department acct manager XXXX employee ID # XXXX on XX/XX/XXXX ; besides his unprofessional behavior he flat out told me i need to go back to XXXX XXXX XXXX. when I asked to talk to his manager he said they do not talk to the public. Then he transferred me to XXXX, she was pleasant but couldn't help me to resolve the issue and asked to go back to XXXX XXXX XXXX. 
I cancelled the service on XXXX confirmation number- XXXX with XXXX XXXX XXXX rep name XXXX over the phone @ XXXX XXXX Then, He input the new order and charged another card for XXXX and XXXX and assured me that the cancelled order money will be credited back to the card as soon as I hand over the phones to the USPS for return. I returned the items with XXXX XXXX XXXX  provided returning labels on XX/XX/XXXX with USPS tracking numbers XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX ; and XXXX XXXX XXXX XXXX XXXX XXXX. All the items have already been received by the XXXX XXXX XXXX. 

Neither Synchrony Bank nor XXXX XXXX XXXX is willing to give me my money back. Synchrony bank rep was very unprofessional. I am very frustrated with their process. I requested to speak with their ( XXXX XXXX XXXX and Synchrony Bank ) regional management to resolve the issue both representatives said their seniors do not talk to the public. Synchrony bank rep XXXX even gave me the name of his manager i.e. XXXX, when I asked for the name of the head of customer service department, they refused to give me and said our head of department will not talk to you. -- very frustrating!!! and they are in customer service department. 

whereas XXXX XXXX XXXX, so far none of the senior manager returned the call, I have requested may be over 20 times to speak someone with authority to resolve this dispute instead every XXXX XXXX XXXX rep love to get the sale from me and blame the previous rep for not doing the right things. but no one wants to resolve. XXXX XXXX XXXX opened the multiple cases for me and told me that they have added multiple notes on the account and issue should be resolved soon, but as of today it is NOT. 

I am asking for help to resolve this issue ASAP. thank you

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