Consumer complaint received 2023-06-02
Company: SYNCHRONY FINANCIAL
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/2022, I ordered two 36x36 frameless bathroom mirrors from XXXX. The mirrors were delivered on XX/XX/XXXX. They were shipped encased in form-fitting Styrofoam in separate boxes. Opening the first box revealed a shattered mirror. The second one held an intact mirror that had several deep scratches that went unnoticed at that time. 

I contacted XXXX XXXX immediately about the shattered mirror. I was told I would receive a replacement, that I did not need to return the mirror, and that I would receive an email from them with an address to send an image of the shattered mirror. I received that email the same day and replied with all the information they requested. 
By XX/XX/XXXX, after two queries, I had not received the replacement mirror and had heard no more from XXXX XXXX. I sent them a third email that day. Again, no reply. I purchased the mirrors through Sams Club Plus Member Mastercard which is administered by Synchrony Bank. So, because I was being ignored by XXXX XXXX, I contacted them to dispute the transaction. 

Synchrony Bank agreed with my position, initially, and credited my account with the {$420.00} purchase price of the mirrors. Then it got weird. On XX/XX/XXXX I received a message from Synchrony Bank stating that, based upon new information, they were reversing the previously issued credit. The new information supplied was a proof of delivery statement showing that XXXX had delivered the mirrors on XX/XX/XXXX. Thats not new information, thats the date I reported them delivered in damaged condition. Non-delivery was never the issue. 
On XX/XX/XXXX I sent a letter to Synchrony Bank. I told them ; before I take further action on this matter, please verify, in writing, with a signature of an actual human with some authority at Synchrony Bank, that you agree with XXXX XXXX that delivery is all that matters, that the condition upon delivery is irrelevant. The letter was sent Certified Mail with a Return Receipt, it was signed by XXXX XXXX. 

On XX/XX/XXXX I received a Voicemail to Text message from Synchrony Bank stating ; Hello this is a message from Synchrony Bank for XXXX XXXX XXXX [ XXXX ] regarding your Sams Club Master Card account. We are calling to inform you that we received your correspondence. We appreciate your patience while we review your request and well update you as soon as possible. We can be reached at XXXX. If you have any questions. Thank you. Goodbye. 

I responded with another letter to Synchrony Bank stating : It is important to understand that I did not make a request, I stated a requirement. Nothing short of the letter described clearly stating your policy that receipt of damaged goods is not grounds for a refund, will suffice. Upon receipt of that letter, I will pay the full amount of the purchase, {$420.00}. I will not pay any late fees or interest as the delay is solely your fault. 

Further communications on this matter other than that letter must be via an email that is monitored. 

That is where we stood for about six months. My account balance was the sum of the {$420.00} purchase price plus six months of late fees and interest. Clearly, Synchrony Bank wanted to be paid, but nobody there was willing to put their name on the letter required to obtain it. 

I related my experience on several consumer complaint sites. One of them contacted XXXX XXXX about it, and XXXX XXXX then contacted me. After some back and forth, they reversed their position. They decided that the condition of the merchandise at the time of delivery did matter, that a full refund was in order. The refund appeared on my credit card statement on XX/XX/XXXX. 

Now it gets weirder still. It seems Synchrony Bank did not agree with XXXX XXXX reversal. They still demand payment of all late fees and interest generated by a purchase that was eventually refunded. The account balance now stands at {$340.00} ; I will not pay it. The account has been closed, credit cards destroyed, and I am no longer a Sams Club customer.

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