Consumer complaint received 2020-06-03
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/2020. We signed up for an Ashley Homestore credit card through Synchrony bank. We were approved for this card and then proceeded to make an online purchase due to the " stay at home order '' from Covid-19. For some reason, the purchase was not going through and the same exact order was submitted 7 times. Each of these orders failed, meaning none of the furniture would be ordered or delivered. However, for some reason, 2 of the orders posted to our credit account in the amount of {$2500.00} each. This has put a hold on our available credit in the amount of {$5000.00}. At the time, we only had a {$6000.00} credit limit. 

In the first 10 days after this, I spent well over 30+ hours on hold waiting to speak with someone and have this issue fixed. There were times when I would spend 2 hours on hold, only to have someone speak to me for 30 seconds and transfer me to " someone that can help ''. I would then be put back on hold for around 2 hours, only to have the call end without anyone ever answering. Eventually, I did finally speak with an agent who arranged for a supervisor to call me.This was on Saturday, XX/XX/XXXX. This supervisor explained that the issue would be fixed and I would be compensated for my time with a 15 % discount code that she would email to me ( which I never received ) and additionally, once we placed our next order, she would authorize an additional 10 % of the entire purchase for a total of 25 % off. We haven't been able to place an order because we do not have the available credit needed due to the above mentioned issue. 

On XX/XX/2020 we decided to go to our local Ashley Homestore in XXXX XXXX, XXXX. We were hoping that somebody there would be able to help us and we could order the furniture we wanted. We were told by multiple people there that the " online '' and " in store '' were basically two completely different entities within Ashley Homestore. We wanted to order a few items while there and the finance specialist explained that if she increased our credit line, then we would be able to use the available credit for our in store purchase. We ended up placing an order in the amount of {$2000.00} and have received those items. 

To date, I have called the online customer service line and have numerous messages through their online and app chat. I have spent easily over 60+ hours on hold and have spoken to at least 6 different agents via chat that have all told me this would be taken care of. I started messaging Ashley Homestore on XX/XX/XXXX due to the fact that I could never speak with anyone through their customer service phone line. I didn't get a response on the chat feature until XX/XX/XXXX. This is after continuously sending messages. I was told this issue was going to be resolved within 24-48 hours. On XX/XX/XXXX, I messaged again to state that the issue was still not fixed and I never received the above mentioned discount code from the supervisor. The agent told me that a supervisor would reach out to me soon. Of course I didn't hear anything so on XX/XX/XXXX I messaged again. I didn't hear anything back. I called the customer service line and spent hours on hold, again without speaking to anyone. I messaged again on XX/XX/XXXX and didn't receive any response. I messaged again on XX/XX/XXXX and was connected with someone. 

The last person I spoke with via chat on Wednesday, XX/XX/XXXX ( 2020 ) said this issue was submitted and would be cleared on my account within 24-48 hours. I explained that I wanted to have an email sent to me with some sort of confirmation. I was told that this want not something they could provide. I asked for this agent to send me an email from her directly stating that this request was being handled. I received that email and have attached it to this complaint. It has now been a full week and this issue is still not fixed. I messaged again on XX/XX/XXXX and did not receive any response. I messaged again today, XX/XX/XXXX and still haven't received a single response. 

Since XX/XX/XXXX, I have also been told on 4 different occasions that a supervisor would call me within 48-72 hours. I haven't received 1 single phone call from a supervisor. The has easily been the worst, most incompetent customer service experience I have ever been involved with.

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