Consumer complaint received 2023-09-06
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit 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:
XX/XX/2023 XXXX XXXX XXXX of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX Synchrony Bank I live in XXXX ; California and I am a XXXX retired grandmother. 
On XX/XX/XXXX of this year ( XXXX  ) I went into XXXX located at XXXX XXXX XXXX XXXX XXXX California, phone # XXXX. 
I had been looking at the XXXX XXXX XXXX XXXX machines for some time. On that day I purchased a XXXX XXXX machine. The cost including tax was {$2400.00}. ( Copy of Receipt enclosed ) Not a small amount for me as I am retired and living on a limited income. 
The distressing part is this. I applied for credit to get interest free payments for 1 year through Synchrony Bank. My Credit was approved for {$10000.00}. The sales lady ( XXXX XXXX? ) then used the credit card number to make the purchase. She kept having trouble with the credit terminal and kept repeating the charge saying it was not going through. I asked her Are you sure you are not charging me 3x for the same machine? Her reply was no she was not because she was not getting a receipt of sale from the terminal. 
You can imagine my shock when I received my first statement and found 3 charges for the same machine totaling {$7400.00}!!! ( Copy of statement included ) The greater shock came from the way I have been treated when I notified XXXX and Synchrony Bank. I called XXXX who gave me the number to the XXXX department and talked with the manager. She told me it was the credit companys fault. They couldnt do anything about it. I explained to her, her sales lady put the charge in 3 times. Still insisted it was a credit card terminal issue but she would notify her manager to see what could be done. I still needed to dispute the charge through Synchrony Bank. So, I did. 
To my dismay I was told it would be a minimum of 60 days to resolve. That is ridiculous and here is why : When purchasing the machine, the sales clerk had to scan the serial number. If someone was to check they could easily see the same serial number on 3 machines!!!!!!! 
I waited for almost 60 days to follow-up and was told it was not up for review for until the XXXX of XXXX. WHY??? This is not a difficult resolution to figure out. 
We were getting ready to make a long trip for a family reunion and would be gone for 3 weeks. Right before I left, I received a letter saying I was being credited for 1 machine. I was charged for 3. ( copy included ). To date I have not received any credit so I called Synchrony again. I was told by a very nice lady that she could see the error the 3 charges and looked to see what happened. she told me they had only credited me for 1 machine and then recharged me for it. She would have to dispute it again.and it would take another 60 days. Are you kidding me? This affects my credit rating regarding debt ratio. 
I am at my wits endYou all have a deficit in your process. It should not take this long and this much confusion to credit a mistake made by the sales clerk at XXXX or for Synchrony Bank to rectify it. 
I am copying the CEO and Board of Directors for XXXX, Synchrony Bank CEO and Board of Directors and I have filed a complaint with the Consumer Financial Protection Bureau-Complaint Department XXXX 

Somebody help me! 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CC : Synchrony Bank Board of Directors XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CC : Consumer Financial Protection Bureau-Complaint Department

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