Consumer complaint received 2024-10-21 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: CT

Complaint narrative:
HI, On XX/XX/XXXX, I went into XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXXXXXX XXXX XXXX ( Ph : XXXX ) cancelled the XXXX ( XXXX ) furniture items that I had purchased BEFORE they were delivered at my home address. I only kept XXXX ( XXXX ) rug which was worth {$190.00} I was given an invoice ( see attached ) by the XXXX XXXX store showing the only charge in amount of {$190.00} however when I got my credit card statement from Synchrony Bank, it showed a charge of {$860.00} I called store manager named XXXX at XXXX XXXX XXXX  in XXXX explaining the situation, XXXX told me the additional incorrect charges will disappear automatically after a while and there is nothing that I would have to do. XXXX also confirmed I will not have to pay any restocking fee since the cancelled items were never delivered to me at my home address. That did not happen. I was told to contact the credit card bank directly and informed that there are no additional charges other than {$190.00} showing at store 's end so if I call the bank, it should resolve. I contacted Synchrony Bank and opened a dispute claim on XX/XX/XXXX. I was told to mail a copy of invoice showing correct charge. I mailed a copy of invoice via XXXX Certified Mail that was delivered on XX/XX/XXXX. Despite sending copy of receipt, my claim was not resolved asking me to pay the full {$860.00}, I opened another claim with Synchrony Bank on XX/XX/XXXX and also called XXXX XXXX XXXX in XXXX again, this time I spoke with a customer representative ( perhaps named XXXX XXXX at XXXX XXXX XXXX in XXXX who informed me XXXX has left the company and then placed me on hold for several minutes and then assured me the claim will be taken care of and I will only be responsible to pay {$190.00} as per the issued invoice and that I will not have to contact them again. She said they will go to their store merchandise portal to fix this issue. 
Now, I learned today ( XX/XX/XXXX ) that the dispute charge is my responsibility to pay and there is nothing XXXX XXXX  will do to help me. Upon referencing my old conversations with them, I was told there is nothing they can do and I have to pay the whole {$860.00} to which I said to them I am not paying anything above and beyond what is showing on the invoice and the only item that I purchased and picked up from the store. 
Also, when I called Synchrony bank customer service today ( XX/XX/XXXX ) at XXXX, I spoke with XXXX around XXXX XXXX  who flat out denied any documentation from me in support of my claims dispute. Upon telling her that I have the certified mail receipt, she confirmed they have the copy of invoice received on XX/XX/XXXX but they can not do anything since XXXX XXXX has not confirmed. 
I feel being violated subject to fraudulent charges having gone back and forth between XXXX XXXX XXXX and the Synchrony Bank Ashley Credit Card company over the last XXXX ( XXXX ) months. I am attaching copies of invoice from the XXXX XXXX to support my only purchase, copy of XXXX receipt used to mail copy of invoice to Ashley Credit Card Bank and copy of Ashley Advantage Credit Card. 
It is very frustrating that I am being helped and subject to make some payment I am not responsible for. Please help me fix this issue. I will be highly grateful. 

Sincerely, XXXX XXXX XXXX : XXXX XXXX : XX/XX/XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Synchrony Ashley Credit Card # XXXX ; CVV XXXX

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