Consumer complaint received 2023-09-05
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:
On XXXX XXXX I used my Synchrony Bank credit card for the purchase of white coloXXXX leather sectional furniture, two coffee tables and one console table from Mattress XXXX XXXX located at XXXX XXXX XXXX, XXXX, CA XXXX. The delivery and installation service were scheduled on XXXX XXXX and the shipment came in a truck in several big boxes along with two installation service men from the store, they first opened the coffee tables and console table, later on before bringing the big boxes of furniture from the truck to my house, I checked the boxes and noticed that color of furniture was wrong, it was Silver not White then did allow the service installation people to bring the furniture boxes inside my house and immediately called store manager XXXX XXXX and informed about the wrong product delivery, did not accept the delivery and product was returned back to the store on the same day. Although the store installation service men left the coffee tables and console at my house and told me they will come back and collect these, but till now they never came. The following day on XX/XX/2023, I went to store and met XXXX XXXX and asked him to either deliver the right product or refund my credit card, he ignored both options. I gave him three more days as good faith, but the store neither delivered the furniture nor refunded my money, I had four more telephonic calls to the store, and they never acted. As proof you can get the call recordings from XXXX, my cell phone carrier. I informed Synchrony Bank and disputed the charge, at first in XX/XX/2023, Synchrony Bank removed this pending transaction, then I went to a different store and purchased furniture. In XXXX, 2023, I noticed this {$5000.00} change again on my card, I contacted Synchrony Bank again and they opened a new dispute, after XXXX month of investigation on XXXX XXXX, I received a message from Bank which stated dispute was resolved in favor of Mattress XXXX XXXX although I provided all detailed information to the Synchrony Bank, and the Bank letter stated that I'm responsible toward making for a product that I never received from Matters XXXX XXXX,. I asked the Bank with details and documents, Bank provided two documents on the basis of which they concluded this investigation in favor of the Mattress XXXX XXXX ; one document is a signed paper for 18 months monthly which I authorized and second document is a FAKE Furniture Delivery Form, that the Mattress XXXX has forged my signature and date of delivery is stated XX/XX/2023 which is totally wrong as on this date, I was at work all day ; there was no furniture delivery and store made fraudulent delivery form, even that hand wring on fake form is not mine. Actually, the delivery was on XX/XX/2023 which I refused and returned back to store. Mattress XXXX XXXX provided this fake delivery form to claim as if the product was delivered to me in fact this is a serious example of fraud because I have not received the furniture. I contacted Synchrony Bank again and informed of this fraudulent action by the Mattress XXXX XXXX and has asked Bank to take serious actions. After experiencing this fraudulent action, I checked XXXX XXXX XXXX ( XXXX ) and XXXX Reviews that show Im not the only victim of such a fraud, so many other customers have been scammed by this store and informed Bank to look into this matter as well.

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