Consumer complaint received 2016-03-07
Company: SYNCHRONY FINANCIAL
State: GA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Taking out the loan or lease

Complaint:
I placed a living room order with Rooms To Go far back in XX/XX/XXXX, and after careful consideration of my living room layout and wall color, which resulted in some changes to the order as deemed acceptable by the sales man ( XXXX XXXX ) at the time, so far the price of the selected item is not more than what is on the package. 

We settled for the items below : XXXX Pc Living Room Package {$2400.00} List of Living Room Package Stationary Love Seat Recliner Sofa XXXX ( Nos ) End Tables XXXX ( Nos ) Tablr Lamb XXXX '' TV Console Oval Cocktail Table XXXX ' LG LED Card ; Sofa Protection Plan {$120.00} ; Rug Padding {$47.00} ; Decorative Club {$59.00} ; ( Although I never knew this was added, I will take the bite as I should have seen and rejected much earlier ) Rug {$310.00} ; Delivery {$150.00} ; Sub Total {$3200.00} ; Tax ( 6 % ) {$190.00} Total {$3400.00} Payments Made XXXX {$350.00} XXXX {$40.00} Coupon : {$100.00} Total {$490.00} Finance Amount ought to be {$2900.00} but amount showing on the statement is {$3200.00}. Difference = {$310.00} I have made repeated contacts with Rooms To Go even before delivery but got no help on the difference. Had I known this will drag this long, I would have rejected/returned the order way back. As matter of fact, I strongly believed I was dealing with customer focused reputable company that would resolve issue with ease until we called the Corporate office who directed us back to the Store. When they call to see how the items are, we mentioned the ongoing issue and again they said go to the store Since there was no progress, We contacted Sychrony Bank XX/XX/XXXX. They promised to get my proof of claim but even with repeated calls to them, they eventually sent a letter on XX/XX/XXXX, received XX/XX/XXXX stating that they would go with Rooms To Go because we signed the receipts. Please, permit me to ask " If one signs to authorize payment after a purchase from a store/retailer, only to get home to find errors on the receipt / bill, will the signature be a basis not to make claim or request a refund? If anything, I would imagine you will, at the very least, get a proper explanation of why your bill is as is. This is all we have repeatedly asked for. Pretty much let us understand the bill In any event the case was closed, thus our recourse to you. we will attach proof of promotional package price ; picture of what we have at our house and payments made. As for the coupon, it was not returned to us after they collected to apply on the rug. 

Again, visiting Rooms ToGo earlier today, XXXX finally offered to refund about {$150.00} dollars which is about half of what is due. This is not acceptable. We are tired at this back and forth and per XXXX, Rooms To Go will not accept the items back because we already took delivery, meanwhile they took over 2 months to even accept we were over charged.

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