Consumer complaint received 2023-04-08
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: SYNCHRONY FINANCIAL

Complaint:
On XX/XX/XXXX I was delivered furniture from Ashley furniture the furniture was damaged and I told the gentleman that delivered it that I wanted them to take it back - they didnt speak English and I used a translation app on my phone in which they responded they were going to call XXXX that they dont work for them. They waited in the delivery truck for about 30-45 min then took off without telling me. XX/XX/XXXX I spoke to a representative I also waited 2 hours to speak to someone on the phone ) This was also during the pandemic in which I purchased this bedroom set over the phone and was dealing with a store manager - I never even received an itemized bill in which I requested numerous times ( attached I have correspondence between us via text ) 3 people were sent to my apartment to see if the furniture could be repaired but all of them said no that this was damaged and also put together incorrectly. They brought a replacement set and removed the one that was damaged but it was the wrong set therefore I told them to take the furniture back with them. 
I spent days, weeks to get in touch with someone from Ashley furniture to try to resolve this issue and the manger told me that this set seems to be having issues and he finally told me to stop reaching out to him and to reach out to the bank which was synchrony and dispute the purchase since now I was paying for furniture that I didnt even have. I had disputed this with them and they said that the merchant won the dispute. Fast forward I received a letter from a law firm on XXXX of XXXX trying to collect money for XXXX XXXX set/ the day I received the letter I called the attorney and explained the situation and I sent them all the correspondence I had and she called me back to tell me that they will be sending this back to synchrony bank and they didnt even understand why I was being held responsible. On XX/XX/XXXX they told me I needed to start yet another dispute with them. I spent hours on the phone and had to re explain everything which I didnt understand when I had already done so with my first dispute. Now its XX/XX/XXXX and I still havent heard back from them - I called numerous times to follow up and they said they were still working on it- but the most recent manager I spoke with asked me to explain what happened ( please keep in mind this was the 6th-7th time I had done this- I received a letter in the mail that they are reviewing the dispute then just recently received another letter stating they dont even know what this dispute is about and to please call to explain. I was beside myself considering this has been going on for close to 3 years - how do they not have notes in the system how are they now asking me to explain what happened and what my dispute is about after speaking to over 4 supervisors in the past 2 months who told me they would be expediting this since its ruining my credit tremendously and I am also being charged for something I never received in which they should be paying me back the few payments I did make. I have tried very hard to resolve this with syncrony bank and the fact that they sent me to a collection company and they attorney sent it back to the bank should show and tell them something.

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