Consumer complaint received 2022-11-08 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge 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:
My name is XXXX XXXX I am a full-time XXXX student, I recently bought a washing machine from XXXX XXXX after canceling the delivery 3 times they came with the product for delivery, as soon as they put it in my unit and tested it the machine started to make a clicking sound and the dryer shakes horribly. So I asked the tech to take this back he said he can't I will have to make an exchange request and they will come and replace it but he will go and inform the relevant department to come and schedule. when I didn't hear anything for a week I contacted XXXX XXXX and they said it's been over 15 days SINCE THE ORDER so now they can't take this back all they can do is replace and exchange. i was already frustrated with their service so I told them I need u to pick this up .. because I can always order from XXXX and get the same product delivered the next day. the present condition of the machine is I can't explain as the tech said not to use it as it will be replaced.. but I still did to see what was going on the washer makes a loud clicking noise as in something inside is broken and the dryer shakes horribly during drying. I want them to take this machine back and give me my refund. i was not able to submit my response without a picture ( problems are mechanical and a photo won't capture ) so am attaching a random picture just for the response to go through. 

on XX/XX/XXXX I opened a dispute with XXXX, Just today they contacted me with the decision saying " We have reviewed this transaction ( s ) and are denying your case ( s ). This decision was made because we did not receive valid proof or tracking that you returned the merchandise '' i have sent them so many screen shots with my conversation with XXXX XXXX they are not responding to my concerns at all they have promised 2 times they will comes to pick it up but they did not. i have a broken washing machine and dryer now and it is of no use. 

I did my part as a customer to involve my bank as soon as possible and kept them updated. the bank asked me to send them a tracking number, I explained how XXXX XXXX works is they deliver and take returns by them selfs how can I take a whole washing machine and a whole dryer and ship it myself and provide the tracking number? i don't even have the XXXX XXXX address I sent them my conversation with the XXXX XXXX where I asked for the address because I want to send the merchandise back they did not respond. Please Please help me. XXXX does not even have any one I can speak to on the phone they only do messages dor the dispute department and that takes for ever. PLEASE HELP ME I AM A STUDENT I DONT HAVE MONEY FOR BROKEN MERCHANDISE PLEASE PLEASE. 

case number : 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