Consumer complaint received 2016-07-18
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card
Issue: Transaction issue

Complaint:
Synchrony Bank issued a furniture finance card without disclosing there are limitations on which retailers ( in their network ) will accept them. 

I opened a Synchrony Financial furniture card to finance the purchase of XXXX mattresses in XX/XX/2015. When I opened the account, there were no notices or disclosures of ANY kind which indicated these account would only be accepted by certain retailers under the umbrella of merchants who accept Synchrony Financial financing. In other words, while many retailers accept the Synchrony card, not all take the type I was approved for. This was never disclosed to me in any way, shape or form in any of the loan documents, notices or disclaimers. 

I attempted to purchase these mattresses back in XX/XX/2015 with this card. One month later, the retailer, the XXXX XXXX, ( the location who processed the application for me ) notified me they would not be able to deliver the specific merchandise I sought after all. 

I then purchased the merchandise through a second retailer, XXXX XXXX XXXX. Three months later, this company still had not delivered the merchandise I was charged for. Finally, Synchrony gave me a refund since I never received the merchandise I purchased. 

Now, I am trying once again to purchase these mattresses from the last retailer in their network who carries the models I want. A company, XXXX XXXX XXXX XXXX XXXX, has the items in stock and accepts Synchrony Financial cards. 

I contacted Synchrony on XXXX/XXXX/15 and XXXX/XXXX/15 and was assured by XXXX different supervisors they saw no reason my card would n't be accepted at this retailer. They assured me I should have no problem. But, of course, there was a problem. 

When XXXX, the owner of XXXX XXXX XXXX XXXX XXXX tried to process the Synchrony card, the company told XXXX he is n't allowed to accept this type of Synchrony card, despite the fact it was confirmed to me multiple times he would be able to. 

I contacted Synchrony several more times. On one call alone, I was passed to XXXX different people, some of whom simply hung up on me, all did nothing to help. Eventually, I was forwarded to an apparent supervisor, XXXX whose badge ID number is XXXX. XXXX told me there was nothing I could do and I would have to re-apply for another credit line specifically through XXXX XXXX. She promised I would receive a callback form the corporate office and I could address my concerns with them, however, I received no such call. 

This is outrageous and completely unacceptable. I have an existing credit line. Why would I close this line, thusly damaging my credit rating, and then take another " hit '' on my credit report to open a new line? It 's preposterous and insulting. Furthermore, I 'm sure the application would be rejected for " too many inquiries, '' " too many cards though us, '' or some other nonsense. This suggestion is infuriating beyond my comprehension. 

I have another credit card account ( Wal Mart ) through Synchrony. I have been an exemplary and loyal customer to this bank. I do n't feel I deserve to be treated like this. If Synchrony chooses to deny my request after they failed to disclose the limitations of the account I was approved for, I have no choice but to pursue a case against them in court.

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