Consumer complaint received 2023-07-17
Company: SYNCHRONY FINANCIAL
State: CA
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 XXXX XXXX, XXXX, I attempted to purchase a {$4200.00} mattress from a retailer that agreed to deliver it within 2-3 weeks, customize over three months, and exchange it for store credit if I wasnt satisfied. The retailer documented these promises in writing and signed me up for a store credit card to make this purchase. The credit card is with Synchrony Bank, and this is the only time I have ever tried to use the card. 

When the mattress wasnt delivered, I began calling and texting the retailer to find out where it was. They didnt respond but posted signs in their store window saying they were closing the store and selling off inventory. I disputed the charge on XXXX XXXX, XXXX, on the basis that the retailer had not delivered the mattress, was not returning calls and texts, and had not communicated with me about delays. 

Synchrony notified the retailer of the dispute on XXXX XXXX, XXXX, prompting the retailer to order the mattress from the manufacturer the same day. This was too late. I had already made other arrangements for a mattress because they had not informed me they were going out of business and hadnt responded to my calls and texts. 

Per my contract with Synchrony, they were supposed to do an investigation of my dispute. I gave Synchrony proof that the retailer had misled me about the mattress and the terms of the sale and had not delivered it or responded to my inquiries for over a month. 

Synchrony denied my dispute. They sent me a printout of text messages that the retailer supposedly sent me telling me about the delay. These were forgeries. The retailer never texted me until after I had submitted my dispute. I sent Synchrony copies of records from my cellular service provider that showed every text message my phone received, clearly demonstrating the texts from the retailer were forged. But Synchrony has continued to deny my dispute. 

I have exchanged multiple letters with Synchrony and provided ample evidence supporting my position. Even with proof that the retailer submitted forged documents and fictionalized all aspects of the transaction, Synchrony has decided in the retailers favor more than four times. Multiple times, Synchrony closed the dispute without seeking or waiting for information they knew I was submitting. In one instance ( XXXX XXXX, XXXX ), a Synchrony representative actively discouraged me from sending in information to counter the merchants claims. 

Later, Synchrony forwarded to the retailer the evidence I had submitted proving they misrepresented all major facets of the sale including the product, the promised delivery date, the customization process, the return policy, and their communications with me for their response. Unable to counter it, the retailer told Synchrony they delivered the mattress. This was not true. Synchrony accepted this and closed the dispute without seeking my response. 

When notified theyd closed the dispute, I explained to a Synchrony supervisor that I not only didnt have the mattress, I could also prove it because I live in a building with 24/7 security. The supervisor said he, too, was surprised such a claim had been allowed because the retailer had provided no proof of delivery. He re-opened the dispute, but the matter was again decided in the merchants favor this time without any notice as to why. I just got an email saying payment was due. 

To date, I have received no indication that Synchrony has considered any of the information I sent. I am attaching all the letters and documents I sent to them over several months in an attempt to resolve this matter.

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