Consumer complaint received 2025-09-19 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: NJ

Complaint narrative:
XX/XX/XXXX I am filing this complaint because my credit card company XXXX Synchrony Bank XXXX has failed to resolve a billing dispute with XXXX XXXX located at XXXX XXXX XXXX, XXXX, NJ XXXX, despite my repeated attempts to provide proof and seek a resolution. I am requesting immediate correction of the billing error and accountability from both the credit card issuer and the merchant. For transparency, I am submitting this letter to the following agencies : the XXXX XXXX XXXX, the NJ Department of Consumer Affairs, the Consumer Financial Protection Bureau, and filing a claim in small claims court, to ensure the issue is resolved promptly and fairly. The following are all the details of the matter : XXXX made purchase of mattress, bed, and bamboo mattress cover. 
XXXX went into the store on Monday, XX/XX/XXXX ( the store was closed on Sunday, and I had to work on Saturday so I couldnt go on Saturday ). Please note-this is within XXXX hours of the original purchase and within their store policy, as per the signed paperwork ( please see the bottom right of the signed paperwork that is attached ). I told XXXX, the store manager who originally sold me the items, that I decided I no longer want the bed frame I ordered, as it did not appear to be sturdy and worth {$1200.00}. I told him I was seeking to cancel the order or purchase a different bed frame. I looked around the store and did not find anything I liked. I told him I wanted to cancel the order for the bed frame. He said he would send me pictures of other bed frames to see if there were any others I liked and if I didnt like any of them, he would cancel the order for the bed frame and issue a refund. 
XXXX XXXX XXXX me texts of other options. 
XXXX he told me I could go to the store, and he would show me other options. I asked him to send pictures, as I was busy working. 
XXXX I texted him again to follow up again on the status of the delivery date for the mattress and to see about the bed- whether he had other options and, if not, I would just cancel the bed. He said he received the mattress and asked me to stop by to finalize the bed situation. ( see attached text messages ). 
I went to the at XXXX pm on XX/XX/XXXX. After looking through several catalogues, I chose another bed frame. He said the one I chose would be the same price as the one I originally chose ( {$1200.00} ). He said he would order that bed frame in place of the original one and no changes needed to be made to the original purchase. He said the bed would be in the store on Monday and he could schedule the delivery after that. 
On XX/XX/XXXX, at XXXX pm ( the same day of the sleigh bed purchase, which is within their store policy of a XXXX hour cancellation with refund ), I tried to call the store several times at XXXX to confirm that the message was received but it just rang, an automated message came on, and it automatically hung up. I then texted XXXX stating that I ultimately decided to cancel the sleigh bed order and just keep the order for the mattress and the bamboo mattress cover. He confirmed that he received my text message and stated that he would call me the following week to deliver the mattress. 
XXXX I again tried to call the store and the same thing happened-automated message and it hung up several times. I then texted XXXX at XXXX am asking for a copy of the refund for the bed frame XXXX am XXXX responded and said the mattress delivery would be Saturday and that the cancellation for the bed frame was already in their system. 
XXXX Only the mattress was delivered. The bed frame was not delivered nor was the bamboo mattress cover that I ordered. I wrote on the receipt that the delivery men had me sign that I did not receive the bed frame or the bamboo cover, as those items were still listed on the delivery receipt but were not delivered to me. I also wrote that I am requesting a refund of those items since they were never received upon delivery ( the attached delivery receipt that the store also has a copy of shows that I wrote this on it and the bottom left of the receipt states their store policy is as follows : If the merchandise ordered by you is not delivered by the promised date, signature furniture must offer you the choice of ( XXXX ) canceling your order with a prompt, full refund of any payments you have made or ( XXXX ) accepting delivery at a specific later date. ( please see attached receipt ). I had canceled the bed frame before the delivery, which is why I had not received it. This confirms that XXXX canceled the order but neglected to issue a refund despite telling me several times in person and via text that he did issue a refund. The bamboo mattress cover was also not received upon delivery. XXXX called me at XXXX pm on the same date and said that his delivery drivers left their drill at my house and asked me if I could bring it into the store. I went into the store and told him that the bamboo mattress cover was never delivered and he said he would give me one. He did give me a mattress cover but I later realized it was not a bamboo mattress cover and I had no use for it. 
XXXX I asked XXXX XXXX text if I could exchange the mattress cover for something else, especially because it was not a bamboo mattress cover, instead a cheap plastic cover. I also told him that I called Synchrony ( the credit card company ) because I still did not receive the refund that he said he processed. 
XXXX responded via text and said XXXX has the flu and would not be back in until Monday. 
XXXX went into the store to see if I could speak to someone else and get a copy of the refund that was processed as well as exchange or return the plastic mattress cover. To my surprise, XXXX was there working despite having told me he was out with the flu. I gave him the mattress cover back and he said he would issue a refund. He also acknowledged it was not a bamboo mattress cover, which is what I ordered. He wrote on the original receipt ( please see attached ) that it was returned and told me he was processing a refund for this as well. He reassured me that he also issued a refund for the bed that I canceled beforehand and never received. He stated I will receive the refund via th XXXX XXXX company ( Synchrony ) by XX/XX/XXXX. 

XXXX I followed up via text with XXXX XXXX he said I would receive the refund for the bed and the mattress cover by this date. It was almost a month and the charges still appeared on my credit card statement. He texted me ( see attached text messages ) and said he was going to text me on Monday but figured I received revised information. He said he was picking merchandise at the moment and if I did not hear from him that day, it is because he did not get back in time. But he also promised via text to clear this up by tomorrow with some kind of reference number or something from Synchrony bank. 
XXXX followed up with XXXX and asked for the reference XXXX for the refund or the bed and the mattress protector. No answer from XXXX. I then went into the store. He said he did not know why the credit card did not issue the refund, as he processed it. He said to wait until XX/XX/XXXX and he gave me an email address to send an email. I did not send the email, as I had opened a dispute with Synchrony Bank XXXX days later on XX/XX/XXXX by this time and XXXX advised me to let them handle it and that there is no need for me to send an email or follow up anymore. 
XXXX XXXX dispute through Synchrony Bank XXXX opened by me. I called Synchrony Bank to file a dispute and was told ( on a recorded line recorded by Synchrony ) no further information was needed by me, as the representative said they gathered all the information needed at that time and if they needed something else from me, they would follow up and let me know. That call was recorded by Synchrony, as I was informed that I was on a recorded line with them. Since they told me that they did not need further information at that time and that I should not follow up with the store anymore, as they would handle it now, I did not follow up and send any emails. 
XXXX I still didnt receive the refund despite XXXX saying XXXX should receive it first by XX/XX/XXXX and then by XX/XX/XXXX. I decided to text XXXX again since he claimed I should receive the refund by XX/XX/XXXX and despite the dispute already having been entered. I texted XXXX and told him it has been over XXXX months and asked for him to confirm he submitted the refund like he said he did. No response. 
XXXX the dispute was denied by Synchrony Bank XXXX as the store responded to the dispute and said that I signed for the items on the date of the purchase. The store also send documentation of both the credit card application and the same receipt that I had a copy of, which had my statement clearly written on it that I only received the XXXX upon delivery and that was requesting a refund of the bed frame and the bamboo mattress cover, XXXX items that I did not receive. 
XXXX After learning that my dispute claim was denied by Synchrony, I called Synchrony immediately. They confirmed the dispute was denied. I asked them to reopen the dispute again on this date, again telling them that I did not receive the items in dispute. While on the phone with the representative from Synchrony, I drove to XXXX XXXX and spoke to XXXX. At the beginning of the call with Synchrony, I was again told that I was on a recorded line. If the call was in fact recorded, then they would have a recording of XXXX saying that he issued a refund and that it was up to the bank to resolve it now. The representative from Synchrony also confirmed that she heard him say that while I was on the phone with her and in person in the store with XXXX. XXXX then got very nasty and stated This is why customers should not pay with credit, they should pay with cash. He added that he submitted the refund, as he told me several times before, and that it is up to the bank to issue the refund on their end. The bank then confirmed with me that they never received a refund from him. Then, he said he had given me an email and asked if I ever sent an email to the email address he gave me last time. Is said I did not and he again directed me to send an email to signature furniture so his boss, XXXX, receives it. The bank again said further correspondence between me and the store is not necessary since there is a second dispute that the bank would be investigating. Because of the lack of investigation and effort from the bank the first time, I decided to still send an email. Since these conversations with Synchrony are on recorded lines, I am asking that Synchrony refer back to those recordings as part of their investigation. I was then told by Synchrony that I had to wait another 60 days for the dispute to be resolved. 
XXXX I wrote an email to Signature XXXX ( please see attached ), as XXXX XXXX me to despite Synchrony telling me I didnt have to, as they would handle the dispute. 
XXXX I sent another email to the same email address XXXX XXXX to follow up on my XX/XX/XXXX email. No response at all despite XXXX claiming they would respond and resolve it if I send an email. 
XXXX I had been closely monitoring the outcome of my dispute with Synchrony. Upon waking up in the morning, I went online and learned that my dispute with Synchrony was denied for a second time. I called the bank and was on the phone for XXXX minutes with a supervisor who seemed to be siding with the furniture company and was very rude. I think her name was XXXX, but I am not completely sure. She stated that it was denied. I asked for documentation related to the reason it was denied and she said it is not yet available, as the denial just happened today. She said the reason it was denied again was because the store wrote back and said that I signed for the items and there is no record of the store issuing a refund. I told her I attached text messages, emails, the delivery receipt indicating the items were never delivered, and written documentation of everything. I also told her I was on the phone with Synchrony on XX/XX/XXXX on a recorded line when I went into the store and the representative on the phone heard me speaking to XXXX and heard him say he issued a refund. She then said there is no proof from the store or from me that a refund was issued. She said she can not confirm who the text messages were from and said how do we know he text messages were between you and the store XXXX and not between you and someone else? I responded and asked her if, during their investigation, they reached out to the store via phone or if they attempted to call XXXX on the number from the text messages. Because if they had done their due diligence and properly investigated, they would learn that the store number goes to an automated system and automatically hangs up and XXXX number is in fact XXXX number and not some made up text messages that I sent just to waste hours of my time and everyone elses. Then she said she sees what could have happened. She went on to say that the bottom of the receipt indicates that the order must be canceled within XXXX hours of purchase to be refunded fully. She went on to say, I see your signature on XXXX different dates on the receipt with XXXX different XXXX inks and it is not within XXXX hours of the purchase. It seemed as though she was questioning me and scrutinizing me more than she put effort into reviewing the facts of the case and way more than she investigated the stores business practices. I then asked her if that was the stores response to my dispute and she said, no, it was not. I am just assuming that it could be a reason why you would not receive a refund and would instead receive store credit, which would have nothing to do with the credit card company. I then asked her to please stop assuming and instead go by facts. She was concentrating on how she believed I did not deserve a refund due to her assumption of me possibly not being in the policy of XXXX hours for a refund ( when I actually was in fact well within that time frame anyway ) but failed to mention that the left side of that receipt indicates that : If the merchandise ordered by you is not delivered by the promised date, signature furniture must offer you the choice of ( 1 ) canceling your order with a prompt, full refund of any payments you have made or ( 2 ) accepting delivery at a specific later date. ( please see attached receipt ) .She also said that me writing on the receipt that I never receive the items was not enough. I told her that the store had the same copy of the receipt, as they sent it in response to my disputes. If they saw that I was claiming that I did not receive the items and I in fact did receive the items, then I want them to provide proof of them delivering the items to me. I asked the manager to reopen the dispute and she did. She said it would take another 60 days. I am not waiting another 60 days with a chance that Synchrony will again deny my dispute. As such, I am moving forward with notifying the XXXX XXXX XXXX, the NJ Department of Consumer Affairs, the Consumer Financial Protection Bureau, and filing a claim in small claims court. I will also be sending a certified demand letter to XXXX XXXX and will upload confirmation to Synchrony under my dispute. 
After work on XX/XX/XXXX, I called Synchrony back and was on the phone another XXXX minutes with a manager whose name was XXXX ( I think the original supervisor I spoke to was also XXXX but I am not sure but it was XXXX different people ). I asked XXXX to make sure that the correct amount of the dispute was listed as follows : {$1200.00} for the bed that I did not receive upon delivery {$79.00} for the XXXX cover {$84.00} for NJ sales tax on these XXXX items ( 6.625 % ) Total in dispute : XXXX I also asked XXXX to provide me with the reason for the denial of the second dispute, and she said she had to wait for a letter to be generated to be able to send it to me. I also asked her if she could have her investigative team actually investigate the furniture company and simply ask them for a copy of their delivery invoice for the day of the delivery. Delivery people and companies have to keep track of what items were delivered through their own inventory or invoices of merchandise. I asked her if Synchrony could simply ask the company whether or not they delivered the items. And if they claim that they delivered the items ( which they did not ), they should be able to provide proof, including serial numbers for the items as well as inventory and delivery invoices from the warehouse. Instead of scrutinizing me like the supervisor from Synchrony did, I would like to know what steps they actually took to deny my dispute a second time and side with the furniture company when they clearly did not provide the goods that I was charged for, which is against the law. 
This dispute has caused significant hardship for me. I have spent hours on the phone ( over XXXX hours to be exact, as evidenced by my phone bill with XXXX ), with Synchrony, made multiple trips to the store in person, and submitted documentation multiple times, only for the issue to remain unresolved. This has created not only financial strain, but also wasted time, emotional stress, and unnecessary frustration. I am requesting immediate correction of the billing error and full accountability from the credit card issuer and the merchant. If this dispute is not resolved in my favor before I receive a court date for small claims court, I will be also requesting additional compensation for court costs and the time I spent on preparing everything, and I have a detailed breakdown of all time and money I had to spend, and I can account for all unnecessary time I spent through phone records and timers on my computer that calculate how long it took to prepare documentation. I currently work as a registered nurse and make {$55.00} per hour. I will be respectfully requesting that the XXXX order the company to pay me {$55.00} for every hour of my time spent on this if it makes it to small claims court. 
Lastly, I have XXXX credit cards with Synchrony Bank. I have never had XXXX issue like this in the past. I pay my bills and have good credit. I am a responsible person. Signature Furnitures reviews online, which I looked at only after this happened to me, indicate that other consumers have experienced similar things, which I think may be worth looking into further. 



CC : XXXX XXXX XXXX Consumer Financial Protection Bureau NJ Department of Consumer Affairs Synchrony Bank Small Claims Court ( separate demand letter will be sent directly to XXXX XXXX via certified mail and confirmation of reciept will be provided once received )

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