Consumer complaint received 2022-09-22
Company: SYNCHRONY FINANCIAL
State: TN
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:
I would like to have an alternative way to send all of the emails that I have sent trying to get this issue settled. I copied emails that I have sent to XXXX XXXX at the end of this complaint. I tried to attach a zip folder but it was too large. 

In XXXX of last year I recieved a statement from Synchrony Bank for {$9000.00}. I called to see why I had receive it. I was told that I had made a purchase from XXXX XXXX for that amount. I told them that I had not signed or finalized anything with XXXX XXXX. I had received a quote from XXXX XXXX in XX/XX/XXXX. I had to have emergency XXXX and did not purchase at that time. In XXXX XXXX, I called the XXXX XXXX on XXXX XXXX to see what I needed to do about the flooring. I had purchase flooring from XXXX XXXX years ago but they no longer made the width that I orginally purchased. The wood would need to be ordered and I would need to reapply for the credit card. I talked to the saleman about 36 month no interest and told him if I purchased that wanted to pay something done on the total and did not want to charge the entire {$9000.00}. Unbeknowning to me, my name was signed on the sales receipt. In the past I chose the product, it was delivered, and installed and then I completed the sale. I was not aware that my name was signed because I had also told the saleman if the floor could not be installed by XXXX, I would need to try and find a wood to match and see if someone could stain the XXXX of the orginal wood. I never went into the store and was waiting for the nstaller to get back with the saleman to see if it could be installed by XXXX. 
I was promised that the floor could be installed by XXXX, but I still did not know that my name had be signed to the order. 
I disputed the charge several times but LL Flooring kept sending them the receipt that I never signed. They informed me that I had signed the receipt and I told them that I didn't. They keep billing me and I kept calling them and XXXX XXXX about my signature. 
It took XXXX XXXX until XXXX to install the floor. I signed a document when the installer finished, but it was not a signature that I was satisfied because I could not see the flooring or the tranitions. The floor was covered in blue painter 's tape and I could not see any of the repairs that needed to be done. They never came back to remove the tape. When we took it up the transition was not installed correctly. You could see the glue up under it, the molding strips were not put down securely, the installer had left marking all over my freshly pained walls, and half the molding was not chalked. There were gaps all througn the work. Glue is still all over the floor. I have made Synchrony Bank aware of all of this. I have called the customer service line, sent emails to XXXX XXXX the CEO of the bank, and also spoken with XXXX XXXX who has promised to return my call and has not. Yet they continue to bill me. I have also told them that none of the work as late as today has been completed. It has been almost a year. When they first started to send me deliquent messges, I paid them {$3900.00} leaving a {$5000.00}. balance. They are still billing me XXXX which would have been the payment for {$9000.00} for XXXX. No One is Listening to Me and what has been done to me. 

There was XXXX person working in my house for 2 days and one the last day they damaged my hall flooring. I immediately sent the installer supervisor of XXXX XXXX a text and picture of the damage that his person had done to my hallway. He responded to the text but did not come to myhouse until XX/XX/XXXX. Flooring was sent to my house the first week of XX/XX/XXXX and was placed in my family room. It is still sitting there, Another installer called in late XX/XX/XXXX and wanted to come the next day to look at what need to be repaired. I was leaving town the need morning and told him I would not be available for 2 weeks. I explained to him I was leaving town. They then sent the bank a email that they were trying to get intouch with me. I had talked to XXXX and told her that I had returned the call and he did not call back. I am not alway available to immedicately talk to them but I always respond in a timely fashion. He finally came in XXXX to see what needs to be repaired. They came to finish the repairs Monday, XX/XX/XXXX. When they came I learned that a transition needed to be put in my family room and hall doorway. The hallway was never supposed to be done. It is now needing to be replaced because the installers were in a hurry to finish because the orginally told me 2 days but were here until XXXX on the third night. They were moving things back in a hurry and damaged my hallway. It had to be replaced because the smaller wood is not made anymore. From XX/XX/XXXX, the installers are finally came Monday XXXX XXXX, XXXX to make all of the orginal repairs that the installers failed to put down correctly and replace the hallway. I was informed that the hallway need an additional transition. I explained to them that I want my flooring in the familyroom doorway which is a main artery of my house to be flat and connected as before. All of these thing have caused all of the delays. I should have never been billed by Synchrony Bank after I told them that I did not sign the receipt, copied them to email to LL Flooring that allowed them to know that LL Flooring had knowledge of that and the all the repairs that need to be done but still has not been done. The CEO and the CEO Office representative have been cpied on the email. THe bank also never took the time to correct the amount do on the account and should have never reported negative credit on my credit. 

Copy of EMail to XXXX XXXX : XXXX : XXXX - We have been trying to reach you about your LL FLOORING/SYNCHRONY BANK account XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, Synchrony Bank XXXX XXXX for {$9000.00} to buy flooring from XXXX XXXX in XXXX, TN. I have had a problem with XXXX XXXX since XX/XX/XXXX. Several years ago, Synchrony Bank financed flooring for the same company. I never had a problem with them so I decided to use them again. I am sending you an email below that I sent to XXXX??? at XXXX XXXX. I spoke with XXXX at the XXXX XXXX XXXX and was told that my floor is not made any more. He did find the same wood and stain but with a wider width. First time, I went into the store and signed for my purchase. Since my wood was not at the store. I thought that I would be told when to come in and sign the paperwork. My name was signed on the invoice and I started to get a bill. I called Synchrony Bank immediately and told them what happened and told them that nothing had been installed in my residence. I called XXXX XXXX and j=kept getting the run around. I disputed the bill at Synchrony Bank because XXXX XXXX could not give me an installation date. There were 24 boxes or hardwood in my family room for over two months. I told them I need my floor installed by XXXX. It wasn't, in fact it wasn't installed until XX/XX/XXXX. I asked them to complete everything because my mother passed XX/XX/XXXX, and this would be the first-time that we were able to get together as family. The install was to take 2 days. I told them that I needed to have only 2 days because my school would be closing that week for the XXXX Holiday and I had a lot of work to get done before leaving. I had to take an extra day because the installer did not finish. They stayed at my house two nights until XXXX and the second night until XXXX. I did not get to have XXXX at my house because the floor was not done correctly and I did not have time to get everything put back in place. My mother 's brother from California will never be able to make it this XXXX. He passed in XXXX. 

The installer left blue tape all over my floor, paste all over the floor, the transitions were not installed properly and I was afraid that I would fall because I had just had hip XXXX. They scratched my hall floor. The molding was not put down correctly. had just had all my bedroom walls painted and they had footprints on the trim and wall. It was freezing cold and they left my bedroom window up and the five gallon of glue in the middle of my bedroom floor. The hardwood was not spaced properly and I was told that they weather would correct it. I have now been through the fall, winter, spring, and summer but it has not corrected itself. 

I have been told by Synchrony Bank that XXXX XXXX has sent them information from me and they have closed the dispute at least three times. XXXX XXXX had a no interest for three years if you charged over {$3000.00}. At {$9000.00} the payment would be {$250.00} each month. I should have filed a fraud charge but the wood was here and I went ahead but I am really upset because I am not being done fairly. I paid the account down to {$5000.00} and Synchrony is still charging me {$250.00} each month, even when it is in dispute. 

I have sent XXXX XXXX pictures of the floor and the walls, I have sent the picture of the hall to the installer and I have also asked them to get in touch with Synchrony to let them know that they have not done one thing to complete this install. As a matter of fact, I have 5 boxes of hardwood in my family room once again for almost 2 weeks. I did not hear from LL Flooring until I sent them the past due email from the bank and then I got the email below. 

I have sent 2 emails to the CEO to no avail. 

Please help me. I do not want this to have an negative impact on my credit. I have financed through Synchrony for several accounts and paid the on time every time and also paid them off. XXXX XXXX said I should contact you but they don't care enough or value me as a customer enough to know that they sent the fraudulent invoice over to Synchrony to be processed. 

Please contact me by this email address. 

Respectfully, XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : XXXX : XXXX - We have been trying to reach you about your XXXX XXXX/SYNCHRONY BANK account Hello, I continue to past due notices from XXXX Bank. I think that it is a shame that no one has reached out to them to tell them the real story of what has happened with my flooring and the conditions that I have faced. 

I am on the phone with the now and have been told that someone from XXXX XXXX has send them documentation that has cause them to close the case. I am not sure when it was closed because they have sent me past due notices from the beginning. I want to know who sent information. I signed the agreement for you to repair my hall and floor. That does not mean that it has been completed or that I am satisfied with the work. 

Synchrony Bank continues to bill me each month for the XXXX that would have been for a {$9000.00} balance. What happened to the money that was paid to XXXX XXXX? The bill amount should be much lower than {$250.00}. I have sent you several past due notices and you have not responded to any of them. I have also spoken to Synchrony Bank about the overage. 

I will not pay for work that is not done proper or work that it has taken 9 months or more to omplete. 

I have had enough. Wood has been in my family room for a week and 3 days. NO call as to when it will be complete. I will seek help with my name being signed fraudulently and m credit being damaged from the past due account because XXXX XXXX does not care. I have sent you all more than enough notices and if you valued your customers it would not take from XXXX to past XXXX to complete putting down floorings in XXXX bedrooms. 


From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX AM To : XXXX XXXX ; XXXX XXXX ; XXXX XXXX Subject : XXXX : XXXX - XXXX have been trying to reach you about your LL FLOORING/SYNCHRONY BANK account From : Synchrony Bank XXXX XXXX : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX Subject : XXXX - We have been trying to reach you about your LL FLOORING/SYNCHRONY BANK account It's important that we get in touch today. 
Pay your past due balance on your LL FLOORING/SYNCHRONY BANK account online or call XXXX for assistance. 


Your account is now being handled by Synchrony Bank. Please contact a representative today at XXXX to discuss your payment options. 

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XXXX Synchrony Bank XXXX XXXX Synchrony Bank has not tried to get to the bottom of any of this. XXXX XXXX is not acting in a honest and transparent manner.

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