Consumer complaint received 2022-01-26
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid 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 XX/XX/XXXX I ordered a TV stand and additional items from Ashley Furniture. I made a down payment on the purchase from my own funds and the remaining balance was to be billed to my newly acquired Ashley Furniture Store Synchrony Credit Card account. I paid for delivery and setup of the items. However, the first item I received was drop shipped to my home which was the TV stand. Upon opening the box, it was apparent I received a damaged product and it needed to be returned. I called the store and was informed I would need to return the item to the local store since it was drop shipped. Thankfully I have an SUV and was able to return the item myself and not be inconvenienced further in that regard. I returned the TV stand on XX/XX/XXXX and canceled all remaining items from the order that had not been delivered yet due to the customer service experience and damaged goods. I have receipts for the credits to my personal accounts for the down payment that was made and was informed I may receive one billing cycle statement but after that initial billing cycle, I would see where the Ashley Furniture Store Synchrony card was credited and would reflect a zero balance owed. That never happened. So, I opened a dispute with Ashley on XX/XX/XXXX. I was told any negative reporting would be placed on hold until the dispute was resolved. I've had to file a dispute with the credit bureau to have negative reporting removed once and that was taken care of. But since then Ashley is still showing a balance owed and is now reporting my account 60 days past due which has created a credit score issue for me. I've called customer service, collections, fraud department all to get the run around and no resolution. Finally on XX/XX/XXXX, I thought to try and resolve directly with the local store. I spoke with XXXX XXXX. She was able to locate a credit on their books for {$490.00} that's just been sitting there. She said she wasn't sure what needed to be done with it. I'm assuming this amount is what needs to be sent to Ashley Furniture/Synchrony to update my balance owed to {$0.00} as well as have the delinquent reporting removed from my credit report. XXXX XXXX was supposed to get with her manager on XX/XX/XXXX and call me back. I have yet to hear from anyone at the store. It has been impossible to resolve this issue with the store or the creditor at this point after six months. I've opened an additional dispute with XXXX for resolution as well. Also, it's important to note that at one point Ashley/Synchrony 's credit representative insisted that I never even filed a dispute with them, but I had documentation acknowledging a dispute was opened ( confirmation letter ). I truly need assistance getting the creditor to acknowledge their lack of action to work towards a resolution and how it has impacted my credit score. This is completely unacceptable.

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 monetary relief