Consumer complaint received 2023-11-17
Company: SYNCHRONY FINANCIAL
State: DC
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
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:
On XX/XX/XXXX : Made an in store purchase of a sofa and its matching ottoman totaling {$2000.00} using a company credit card in which I was approved for during this same purchase. I was instructed by the store manager that he could get the sofa delivered for next round of deliveries happening on that Friday. 

On XX/XX/XXXX : I waited all day for the delivery. I kept calling the delivery dispatch for an eta. I was told the delivery truck would call me at least 30 minutes prior to arrival. The evening approached, I called back and the representative then told me I was never receiving a delivery that day. I called the store and was told all the pieces werent available to deliver so it was never scheduled. This wasnt communicated to me before spending all day waiting for another delivery. 

On XX/XX/XXXXXXXX  : I emailed the contact provided to me for Ashley furnitures management. I wanted to discuss how I was given a delivery date that was upheld without any communication alerting me and was given false information. That email was never responded to. 

XX/XX/XXXX : The delivery truck arrived to my home. I had to await the opening of the correct entrance by the security at my home. The driver could not wait and left without delivering. 

XX/XX/XXXX : delivery was rescheduled to happen this day. It is being alleged that the sectional was delivered to me. I believe it was done so to the incorrect unit as I never received the items. I called the store, spoke to a manager again and instructed to just cancel the order as I never received the item and its been too much of a hassle. I was told the item isnt returnable nor could I receive another delivery. I am at this point being told Ill remain charged for an item I never received. 
To note : the photo provided to me by XXXX XXXX shows the sofa in a different unit that mine. A representative named XXXX advised me that the signature made at the delivery time did not match mine. The photo taken by the delivery team does not identify the correct unit number as they did not photograph that key information as well. Essentially a neighbor interceded my delivery and kept an item Im being charged for. I contacted my local authorities to make a report and they advised me I needed proof for a report. I again contacted Ashley furniture. 

On XX/XX/XXXX : I contacted Ashley furniture for their supporting proof of the alleged delivery. They refused to send it to me and advised me to contact synchrony bank for further assistance with the matter. 

On XX/XX/XXXX : I mailed a letter to the address provided by synchrony bank ; explaining the situation, requesting an investigation and the proofs of delivery. This request went unanswered. 

I proceeded to call synchrony to open a dispute. I was told a dispute had been created. In XXXX of XXXX I was still billed and proceeded to call synchrony bank again. 
At the end of the investigation, the findings left severe inaccurate derogatory late marks and a charge off on my credit report. 

I submitted multiple disputes with the crediting over the course of a year and 8 months. 

On XX/XX/XXXX : after reviewing my credit report I contacted both synchrony bank and Ashley furniture to further investigate. 
XXXX XXXX of Synchrony bank advised me another dispute of the charge would be opened and that she could not provide me with the alleged proofs of delivery. 
XXXX at the XXXX location advised me that shed have to direct me to the correct store I purchased the sofa from but the signature on the proof of delivery did not match my signature made at the time of purchase. She then transferred me to the correct XXXX store I purchased from. I received a voicemail and proceeded to look up the number to the customer service of Ashley furniture. 

On XX/XX/XXXX : I was directed to XXXX XXXX via phone of the collections department at the corporate headquarters. I explained the situation and told her I needed a copy of the alleged signed proof of delivery as I had previously been altered that the signature didnt match mine. She responded by telling me she could email it to me but that non matching really doesnt matter as her electronic signatures look different all the time. I then proceeded to ask her to exchange photos as I was sure the one they have did not match my unit. I texted a photo of the kitchen as I searched for other photos of the home as I dont live there anymore. She responded to me with the photo of the delivery and I texted her a photo taken in my unit of both the replacement sectional I had to purchase and the background from the the living room. The backgrounds do not match and its clear the sofa was delivered to a unit different from the one I lived in. She had to speak with her manager named XXXX and give me a call back. 
She called me back within the same hour and let me know that although the photos do not match, theres nothing they could do. I proceeded to remind her to email me the signed proof of delivery as she previously stated shed do and she told me yes, Ill send it by tomorrow morning. I then asked if I could myself speak with the manager she spoke with, she told me no. I asked whats the reasoning, she told me she was in a meeting. She also told me the manager advised me to contact XXXX XXXX for further assistance. I asked what would I contact XXXX  bank for? She then apologized for her mistake and that she meant synchrony bank. I asked how can I contact Ashleys corporate office. She gave me a number to call. I confirmed one last time that shed send me the signed proof of delivery before we disconnected the call. 

XX/XX/XXXX : I called the phone number XXXX provided me to contact their corporate office. I was given an email address. This was the same email I sent a request for assistance to with this matter months ago as never received a response. I still send another email requesting assistance and a follow up. I also submitted a request over the phone at this time for a return contact from the corporate office. I was instructed that someone would give me a call back within 24-48 business hours or 1-2 business days- she wasnt certain which one. 

XX/XX/XXXXXXXX  : XXXX XXXX followed up with me via email. But instead of sending the document I requested and she agreed to sending me, she sent me the original proof of purchase that I signed on XX/XX/XXXX, not a signed proof off delivery. I then reminded her this wasnt the form she agreed to send me, she then proceeded to be untruthful in response and tell me I didnt request a signed proof of delivery but that I requested a proof of purchase which is totally untrue.

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