Consumer complaint received 2024-02-15 00:00:00
Product: Credit card — Store credit 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
State: CO

Complaint narrative:
Ive been sick since right before XXXX or I would have submitted this sooner. Im XXXX with autoimmune conditions so it takes me longer to recover. 

My problem is with 1. Synchrony Bank, administrator of my Sam 's Club MC 2. XXXX XXXXXXXX on XXXX XXXX in XXXX, CO. 

The XXXX XXXXXXXX charges were made on or about XX/XX/XXXX. It was a high-pressure sales that lasted an hour and a half on a 100 degree F day. I'm XXXX and have health problems. My resistance was low. I said no several times. Finally, I agreed to buy a ~ {$210.00} item. While at the register, XXXX and his female asst. began loading up bags of product, informing me I was getting a super deal. I said no, over and over, and then relented. I figured if I changed my mind, I could exercise my consumer 3-day right of rescission. As soon as I left the store at XXXX XXXX and began driving home, I was sure I'd made an expensive mistake. The next day I notified XXXX, an XXXX and the sales agent, at XXXX  XXXX. I informed him I was returning all the merchandise and would do so the following day. 
The next day at about XXXX XXXX I took the three shopping bags into the small store on XXXX XXXX in XXXX. About five or six people were there. One of them, an XXXX woman with a heavy accent ( looked similar to XXXX XXXX ), One was watching the front door. The rest surrounded me. I told them XXXX was expecting me. They said I had to wait. XXXX told me when I was there the day before that a female customer of his complained about him keeping her waiting for a very long time. I explained I had to be someplace in 10-15 minutes. I waited five minutes and asked them to go get him. They refused. I told them I could not wait any longer and asked again for them to get him to come and get the bags. It would have taken no more than a minute. They refused. I asked them to check in the merchandise I was returning. They told me only he could do it. They most certainly could have done it by checking each item off the two receipts. Taking the bags back home with me risked expiration of my three-day rescission period. I left the bags there. The next day I called XXXX and asked for a return receipt. He assured me everything was OK and there was no problem and reiterated the same when I questioned him. I told him I would come get a return receipt. Again, he reassured me all was well. He informed me the owner might contact me. The owner, an XXXX, did call me and kept me on the line for at least a half hour. He was angry and told me getting my money back wasn't going to be as easy as I thought. 
I notified Synchrony Bank about what happened. The entire amount was in dispute. The agent on the phone assured me to not worry. I called a second time asking why the XXXX XXXXXXXX was still on my statement two months later. Just before I was due to fly out of state, I noticed my XXXX statement ( or XXXX? ) showed the entire amount had been paid. I couldn't believe my eyes. No one had notified me in writing by XXXX. All other credit cards did this when I've had disputes in the past. Later, I learned a letter had been posted on my messages section of my Sam 's Club page. I never check that part of my Sam 's Club page. My payment is automatically taken out each month so there is really no reason to check my messages section. I've attached a letter that was posted in my Messages section of my Sam 's Club webpage. The letter is dated XX/XX/XXXX. It verifies a receipt was received by the vendor, i.e., XXXX XXXX Where is it? It was in my Messages section when I last checked. XXXX told me she had seen the receipt and confirmed it was very difficult to read. It was more than very difficult. It was impossible to read. However, she might be a little biased because she works for Synchrony and doesn't want to jeopardize her job. I've called and called. THREE times my case has been reviewed. The first case # XXXX was closed on XX/XX/XXXX without my knowledge. I spoke with an acct. rep. named XXXX. No last name or agent number. He had accepted a receipt posted on my Sam 's Club web page messages that was entirely ILLEGIBLE. Later, I found the TWO receipts from XXXX in my home. They were altogether different than the one XXXX accepted. The receipt submitted by XXXX  XXXX was fraudulent. I then spoke with XXXX, XXXX 's manager, who informed me the case was being re-opened. While on that first call with XXXX, he told me they paid the entire XXXX XXXXXXXX to " help them out. '' It was paid on XX/XX/XXXX, XXXX days after the XXXX attack on XXXX. Excuse me, but that was not their money to give away. I told him so. The second case # XXXX was closed on XX/XX/XXXX. I only discovered that when I called to find out the status because no one notified me what was going on. The third case # XXXX was opened approx. 8 weeks ago. I spoke with a woman named XXXX who was in South Dakota. She was helpful. To date, my XXXX XXXX has not been returned. I wrote a long letter to Synchrony and faxed it as well as sent it via XXXX. I've sent my own receipts which detail each item, unlike the fraudulent mere one receipt submitted by XXXX XXXX. I received a letter from Synchrony a few days ago instructing me to send a letter explaining why my money should be returned. What?! I already did. More than once. This is not only fraudulent, it is elder abuse. I have health issues. XXXX XXXXXXXX is a lot of money to me. I need it to get long-deferred XXXX  work, among other things. I will be happy to send other supporting documents if requested. One final VERY IMPORTANT mention : The illegible receipt submitted by XXXX  XXXX and used by Synchrony to verify my purchase is MISSING from my Messages section. XXXX, acct. rep. with Synchrony, told me she saw it and it was 'very difficult ' to read. Again, it was impossible to decipher what was on that receipt. Besides, there were TWO receipts. Please see attached. Thank you.

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