Consumer complaint received 2021-03-14
Company: SYNCHRONY FINANCIAL
State: OR
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
In XXXX, my boyfriend and I relocated to Oregon to take new jobs offered to us in XXXX. We spent a number of months searching for a home, and finally found the right place in XXXX. While we make a good living ( I am a XXXX with a XXXX XXXX XXXX XXXX, and he is an XXXX at a local financial institution ), we are like every other consumer - working on a budget, and searching for the most affordable way to live our lives. As part of our new home, we were buying new furniture, and were spending days and days out visiting local businesses searching for the right quality at the right price. 

We spent considerable time searching, and eventually landed at Ashley Furniture in XXXX. We were greeted by XXXX XXXX, a sales representative there, and later her manager ( a XXXX gentleman presumably around the age of XXXX whose name we could not capture ). Both, at first, were very helpful. Within minutes of walking into the store, XXXX informed us that Ashley Furniture was " really pushing '' their Synchrony Credit Card at this time, and stated that " if you finance with us you get 50 % off, and if you purchase a mattress as well, that can get up to 65 % or even 70 % off. '' Needless to say, this was an offer we wished to maximize. 

My boyfriend, being a finance XXXX asked a number of pointed questions, to be absolutely certain that the offer was in fact legitimate, and was regularly told " yes, we're serious, 65 % off. '' We asked about conditions and contingencies upfront, and even have a comprehensive email chain regarding such with Ashley Furniture ( snapshot attached ) which further solidified the guarantee of 65 % off. At one point, we even asked clearly and pointedly, " are there any conditions to this offer, '' and were informed " no conditions, you just have to buy a mattress and the mattresses can't be discounted because we don't control that pricing. '' Fair enough. We proceeded ahead fully excited about the offer.

We visited Ashley Furniture five times over the next three weeks - spending hours with XXXX and her manager. We eventually agreed to purchase nearly {$60000.00} in furniture XXXX {$21000.00} after the discount ) and were thoroughly excited. It was the best furniture deal we had ever seen, and having the Ashley brand behind it, as well as the email guarantees solidifying price, we agreed to proceed. At this point, we began finalizing the deal, to which we found out that Ashley had included a " furniture service and warranty '' program for {$1500.00}, as well as an adjustable base for our new bed which we had never agreed to. We immediately told them we had no need for these items, and asked that they remove them from the transaction. They said " ok, no problem. '' They showed us the new total, and we agreed. 

At this point, XXXX and her manager sent us to the finance area to complete the securing of our financing ( it is a Synchrony co-branded PLCC product ), under the agreed terms, which we did successfully. We then made our initial payment ( as one item needed to be paid for separately since it was coming off the floor at another store ) and we waited for our final delivery paperwork. 

It was at this point when XXXX and her manager approached us, and told us " we just got off the phone with our Regional Manager, and we can only do 45 % off, so your new total is {$25000.00}. '' We expressed extreme dissatisfaction, and my boyfriend began informing them that this was not only fraud, and a typical bait and switch, but further let them know that given that they had attached financing to the offer that this was a clear UDAAP violation and an issue to be taken up with the CFPB. They said " well if we give you this deal we're get fired, so this is the deal. '' We then reminded them that they had confirmed the deal in writing, we explained that this was bad business, and they just stood there looking at each other and said " this is the deal. '' We then informed them that there would be a detrimental effect to my credit, given that I now had a hard inquiry on my bureau 's which would remain for at least two years, and that they had caused material damage to my credit even though they knew that we had confirmed the agreement before they told me to secure the financing. They showed no remorse, conceded that they were deceptive, and further agreed that their regional manager " was a scumbag, '' completely passing the blame to him/her.

Perhaps even worse however was the fact that they had said they would see what they could do the next day about helping with the credit bureau or Synchrony ( regarding correcting and removing the inquiry and account ), but they never reached out. They never responded to our emails. They never returned our calls.

They wasted our time, they were fraudulent, and as the manager supported the actions of the employee, it could be argued to be willful negligence. I need help in getting this corrected. They lied, they caused material harm, and they showed no remorse and offered no corrective action. Please help us correct this.

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