Consumer complaint received 2024-03-21
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL (CA)

I bought 4 pieces of furniture from XXXX XXXX with Order # XXXX with a total cost of {$3100.00} on XX/XX/XXXX with Sams Club Mastercard issued by Synchrony Bank . 

The furniture was delivered on XX/XX/XXXX to my house, with defects. Defects were reported to XXXX XXXX on XX/XX/XXXX via emails with photos of defects and I requested either a refund or exchange. XXXX XXXX offered a 10 % discount, which I declined and I was promised that XXXX XXXX  would respond within 3 days, then 5 days, but there were no follow up calls from XXXX XXXX. I even sent an email to XXXX XXXX  to remove the furniture by XX/XX/XXXX but no response. 

On XX/XX/XXXX, I reported to Synchrony of merchandise defects, no follow up from XXXX XXXX  and requested Synchrony Bank to dispute the billing. 

Subsequently, Synchrony Bank removed the amount charged by XXXX XXXX  from my Billing Statement, then reversed it. Then Synchrony Bank removed the amount charged the second time, only to reverse it the second time, stating " the seller will not issue a credit for your merchandise as long as it is in your possession. 

On XX/XX/XXXX, I made one more last effort to contact XXXX XXXX at XXXX as indicated by Synchrony with reference number XXXX, and was told some one would contact me within 24 to 72 hours. But no one from XXXX XXXX contacted me. 

On XX/XX/XXXX I made a complaint to the XXXX XXXXXXXX XXXX XXXX XXXXXXXX ( ID XXXX ) re : this matter with Synchrony Bank and XXXX XXXX failure to honor Consumer protection/rights and warranty promise. The XXXX  stated that management of XXXX XXXX  would reach out to me regarding " options. '' But I received no communication from the Merchant which I had repeatedly notified Synchrony Bank. 

The past three months, I have received repeated harassing collection telephone calls, letters, emails from Synchrony ( which appeared as potential spam call on my phone ), even though the billing dispute was on-going, and that I had asked ask for these calls to stop by writing. 

On XX/XX/XXXX, I called Synchrony Bank XXXX and spoke to a representative named XXXX XXXX. He identified himself as from 'Collection Agency. '' I again asked him to stop calling. He then transferred to a Customer Care Agent. I told this Agent to stop calling me or emailing me for payment, because I will exercise and exhaust all of my consumer rights. The Customer Care Agent initially said my case still is going through dispute, but then he said he consulted with an Account Specialist that there is nothing else Synchrony Bank could do. 

Today, I received another harassing email from Synchrony to pay for the disputed amount mentioned above. 

I am writing to the Consumer Financial Protection Bureau for intervention and hope to have just actions taken by Synchrony Bank in its financial dealings and practices with merchants that they have a financial relationship. 

Thank you for your attention and your assistance. I look forward to receiving recommendations from the CFPB very soon. 

Sincerely, XXXX XXXX XXXX