Consumer complaint received 2026-02-12 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: NY

Complaint narrative:
I have written the Statement of Facts, when I made a complaint to XXXX XXXX ; they suggested me to file a complaint here : : Complaint against XXXX & Its Credit Card By XXXX XXXX The main reasons for me to file this Complaint against XXXX : Abuse of power as a company to impose credit card charges on my card for a returned merchandise without justification. 
Abuse of power as a credit card issuer to discharge an unjust balance to debt collection, repeatedly. 
XXXX extortion has directly caused my financial loss. 
The following Statement of facts plus attached documents would support my claims. 

Statement of Facts Part I Opening a XXXX XXXX to Buy an Electric Range In XX/XX/XXXX, I opened a XXXX credit card account, because I wanted to buy a new electric range, and XXXX credit card had a promotion for {$100.00} off. 
On XX/XX/XXXX, at the XXXX, NY XXXX store, I purchased a XXXX brand electric range, with a total XXXX credit card charge of {$530.00} after all the promotional deductions. 
On XX/XX/XXXX, XXXX delivered the XXXX range to my house, meanwhile hauled away my old one. ( XXXX charged {$50.00} for hauling away my old range ). 
But, right after the delivery truck left, I noticed a scratch line ( about 3 inches ) on the ranges glass top, so I called XXXX delivery customer service right away. 
The representative on the phone told me that I could not exchange the defective XXXX range for the same, because it was on a 6-month back order. 
She said that I must buy a different range for an exchange, and she would refund the ( defective ) XXXX range purchase. 
I replied in the call : the XXXX delivery truck just left my house a minute ago. I would like to switch back to my old range ( which was the same XXXX brand and still working ), so I would rather wait for 6 more months to buy the same. 
But the representative said they couldnt do so ; she gave me a 30 day limit to buy a new one and switch- they would take back the defective XXXX range and install the new purchase with no additional delivery related charges. 
The very next day, XX/XX/XXXX, I went back to the XXXX XXXX, and bought a XXXX range ( currently still in use ). The XXXX XXXX store transferred the same promotional discounts to it, and the total charge was {$550.00} on my XXXX credit card. 
On XX/XX/XXXX, two delivery workers from XXXX ( the truck had XXXX logo ) came to my house. The two XXXX employees replaced the defective XXXX range with the new XXXX range - I saw : they took the defective XXXX range out of my house and put it into the XXXX truck, then they drove away. 
In mid XXXX, XXXX, I received the first statement of my new XXXX credit card, where it showed purchases of both the ( defective ) XXXX range ( {$530.00} ) and the XXXX range ( {$550.00} ). But, it didnt have the {$530.00} refund on the defective XXXX range as I was told so. 
On XX/XX/XXXX, I went to XXXX XXXX customer service. I paid off {$550.00} for the XXXX range with a personal check ( to date no dispute on this from XXXX ) ; and with the help of the store manager, I filed an appeal on paper to dispute the {$530.00} charge still on my credit account, which should have been refunded to me. 
( Also, to this date, after the XXXX range purchase with my XXXX credit card on XX/XX/XXXX, I have never used the card to buy anything. ) But, up to now for more than two years, it has been my nightmare over the {$530.00} dispute with XXXX. 

Part II - Over Two-year Dispute with Lowes on {$530.00} When I received the second statement of my Lowes credit card in XX/XX/XXXX, I saw that the charge of {$530.00} on the defective XXXX range was still there ( again, for which Lowes delivery customer service told me they would take it back when installing the XXXX range ; and I saw the two delivery men took out from my house and put into XXXX truck on the XX/XX/XXXX ). 
There followed, I made numerous calls to customer services of XXXX on this matter. I also went to the XXXX, NY store many times ; and repeatedly filed appeals over the phone. - all for getting this {$530.00} removed from my XXXX account. 
I spent countless hours on the phone with various XXXX customer service representatives as well as debt collective agencies. All representatives I talked to over the phone agreed with me - that I did not owe the {$530.00}! They also filed many appeals on behalf of me. But afterwards, all appeals were denied without any reason on paper. 
The following is an example : Sometime in early XXXX, after XXXX sent the {$530.00} balance to a debt collection agency, I spoke to a XXXX credit card customer service representative over the phone, who transferred my call to XXXX delivery center in XXXX, NY. I then spoke to the representative there, and then to the office manager- explained again what happened to the defective XXXX range and why I should get the {$530.00} refund to my XXXX credit card. 
Again, the same as before, all people I spoke to over the phone agreed with me. The delivery center customer service manager ( at the XXXX, NY office ) agreed with me, and he was apologetic. He told me that he would make sure I get the {$530.00} removed from my account. But soon after, he left a message on my home phone - saying that he couldnt do so because their inventory didnt have the defective XXXX XXXX. 
There after, in all my phone calls to various customer services of XXXX as well as XXXX Credit card, I spoke to the fact- I told them they should talk to the two delivery men and find out where they put the defective XXXX range, and I also needed to know their statements on this matter. 
I requested/demanded this information in all phone calls to XXXX thereafter XXXX 
Once again, to date, the only reason XXXX gave to me on why I was responsible for the {$530.00} charge ( plus interest ) on my XXXX card was they didnt have it in their inventory - said so only verbally over the phone. 
It is also important to note here : XXXX provides me with no means to communicate through email with them to dispute my claim. Rather, besides the card monthly statement, I only receive XXXX email notifications for : acknowledging receiving some of my appeals, notifying me of missed payment of {$530.00} plus interest. 

Part III - Financial Loss, Time Waste, and Emotional Distress I am attaching three exhibits to support my Complaint : Exhibit 1 : Email records between me and XXXX on this matter ( there are a few ad related exceptions, but most are on this matter ). 
Exhibit 2 : A picture showing part of paper mails from XXXX on my card balance for the defective XXXX range ; for which, again, I claim XXXX took it back on XX/XX/XXXX. 
Exhibit 3 : My recent credit report from my bank account. 
As mentioned above, communicating with XXXX as well as the debt collection agency on the unjust {$530.00} credit card charge plus the interest took away many many hours of my time. 
As attached Exhibit 1 shows, there are many email communications on this matter with XXXX, which are part of evidence on how much waste of my time as well as emotional distress. 
Also, in fairness, after XX/XX/XXXX when I paid off my XXXX range purchase on my XXXX  credit card, I should only have one card statement indicating the balance is {$0.00} in XX/XX/XXXX. 
However, the attached file Exhibit 2 shows many paper mails from XXXX to me regarding their unjust claims of " unpaid balance. 
In XX/XX/XXXX, while shopping at JCP, the store associate told me if I would apply for a JCP card, I would have a {$35.00} promotional discount. I applied, but I was declined for their card - which has never happened before. 
So, afterwards, I looked into my bank account. 
As attached file Exhibit 3 indicated : My credit score started a downward trend, declined from XXXX in XXXX, XXXX to currently below XXXX in XXXX, XXXX. 
Also as Exhibit 3 shows, on XX/XX/XXXX, XXXX closed my credit card account with {$660.00} unpaid balance! 

Why CFPB Should Help Me XXXX is abusing their powers over my purchase using their credit card to impose unjust credit {$530.00} plus interest. 
Specifically : Refused to refund the credit card purchase of the defective XXXX range after they took it back from my home. 
Refused to officially provide any reason, on paper or in phone calls, for why I would be responsible for the {$530.00} plus interest on my credit card. 
Again, refer to paragraph 12 above : I was only unofficially over the phone told by XXXX low-level employee that : because they couldnt find the defective range in their inventory, therefore they couldnt give me the refund. 
Meantime, despite my repeated demands, XXXX would not provide any feedback on my inquiry and request on obtaining the information and statements of the two XXXX  delivery men, whom I claim were the persons who came to my house on XX/XX/XXXX, replaced the defective XXXX range with the XXXX range, and then loaded the defective XXXX range in the truck with XXXX logo. 
I have filed a complaint against XXXXSynchrony Bank XXXX XXXX XXXX, and a case representative suggested me to contact CFPB.

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