Consumer complaint received 2024-04-25 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: TX

Complaint narrative:
I never filed a fraud claim. The CFPB and Synchrony can both see that my position throughout these disputes has been that of a merchant billing error not fraud. Previously filed disputes which are being denied for different/incorrect reasons, the most recent response now again states that the delivery slip was signed and that merchant provided delivery notifications from XXXX, for the previous dispute I filed through the CFPB I was provided the following reason for denial " regarding your question of a signed sales slip, please note that by completing the online check out you electronically authorized the purchase, a physical signature was not required ''. This is after I requested a copy of the signature they used to deny, which they are now again stating they have. They also previously told me " additionally, in regard to your inquiry regarding XXXX, please be advised, delivery of merchandise is by arrangement between the merchant and the customer, we can not comment on the process of vendors used by the merchant ''. In another complaint they state that they are not responsible after delivery confirmation despite me providing the same delivery notices for the same packages which showed that delivery would be attempted after dates which merchant attempted to confirm, the merchant has now contradicted their findings multiple times regarding the signed delivery slip which I have now been requesting for over 6 months, and also stating that they are unable to comment on delivery processes by the merchant and vendor, in the most recent response they stated that a representative responded with the XXXX notices that were available at this time however this is incorrect as I provided notices showing I either wasn't available at the time of final delivery or that they would reattempt. I would also now like Synchrony to provide documentation of when I alerted them to fraud on the account as my issue has always been not receiving the merchandise which was supposed to be delivered to me, XXXX also has again failed to address the Rooms to Go policy of financing orders not being charged until furniture is accepted into your home, I would like to understand if you are now saying this is not true as this is what was advertised to me before making the purchases, however as I did not accept or receive any furniture into my home, I should not be charged per the policy provided by you. You may keep saying your position remains the same and I will continue to let you know mine does as well. None of your reasons for denial have ever made sense and I have always provided evidence to support my claims and disprove yours. Now that you have again said there was a signed delivery slip, I want it provided to me with a date and time as that should be recorded, I also want to know why you were able to review XXXX notices to deny my claim but aren't able to acknowledge the notices I provided as proof which support my claim, at this point your actions seem discriminatory, prejudicial, and biased. To further point out the incompetence and disregard this dispute has been handled with, in response to my complaint sent XXXX, the signed delivery slip which was provided was for an item which is not being disputed as it not only doesn't match the amounts or dates of the purchases I disputed, but XXXX of the items actually has a forged signature which had to have been signed by Rooms to Go themselves, again neither of the items which a delivery receipt was provided for were disputed or relate to this dispute, I never disputed or referenced these items and you are now attempting to use delivery receipts with no signature ( except one which definitely was not signed by me ) to deny a dispute referencing other items,, I will be awaiting a response and would strongly advise you to revisit my previous disputes and your responses in order to give an accurate response. I am not going to go out of my way to attach the documents again as it is very clear to me you do not take any proof a consumer provides into consideration however you are able to view the documents with any of my previous complaints. I again never filed a fraud claim, you have again stated that a fraud investigation was done and this was not the dispute filed by me, you have not addressed why you attached a signed delivery slip that not only was not signed by me but also is for a separate delivery and why you are attempting to pass this off as a confirmation for a separate delivery. Response not sufficient and dispute is not fraud related, it is related to merchandise which was never delivered/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 explanation