Consumer complaint received 2024-05-02 00:00:00
Product: Credit 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: OR

Complaint narrative:
See my letter below which I have sent to the merchant XXXX XXXX and they did not respond back. I also sent this letter to my credit card company Synchrony XXXX. The problem with XXXX is that when I put everything in writing then I get a response back in writing that says due to the nature of your question you will have to call to speak with someone regarding your questions about your dispute. XXXX states each time I call that all calls are recorded. Here is the problem : Everytime I call I am told different information from a different person. Not XXXX phone call is consistent with the current info. related to my dispute. I can not ever reach XXXX person and be able to get back to that same person. I am promised that I will get a response from the merchant ( XXXX ) regarding my letter. After dozens of attempts XXXX is giving me the runaround and will not tell me what the XXXX response was to my letter. My dispute with Synchrony XXXX has been opened and closed several dozen times over the course of almost XXXX years. Each time the dispute is reopened XXXX says wait XXXX days to hear back. I have called several times only a week after the dispute is opened and it has been closed within a week well before the XXXX days and I am not notified of it, this has happened so many times I have lost track maybe XXXX times. The person on the phone is always a new person and each one tells me different information none of which I am able to hold them responsible or tracked in writing. I have been patient and there is only a wall with no communication. I can not build a written paper track with Synchrony XXXX and the people over the phone at Synchrony can not be held responsible as I can not reach the same person ever again, always getting a new person who does not have all the information regarding my dispute. After so much effort and work with this dispute I have worked twice as hard as what I am asking for. I just want my money back. False advertisement ruined my chance at building my porches on my house. My house design is ruined because of XXXX XXXX XXXX advertising a picture of a product and XXXX taking so long to make it right with me. XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX to XXXX  XXXX XXXX  XXXX XXXX Synchrony XXXX : Misrepresentation Product Not as Advertised. To whom it concerns : In response to the XXXX letter I received from XXXX dated XX/XX/XXXX. In your letter you state XXXX advised you that they contacted me to resolve this issue, they have not and they will not be honest or come to terms with me. They would not let me speak with the owner and had to go through a girl who was not forthright nor honest with me. I am not in agreement and am still asking for this dispute to be credited back to me. I am not paying for something I did not order. I made the purchase with XXXX credit cards, XXXX for XXXX and XXXX for XXXX for the full amount totaling XXXX In XXXX when I disputed the amount with both credit cards XXXX XXXX did not dispute the XXXX half for {$7500.00} or ask for anything back so XXXX sent me my refund of {$7500.00}. None of the product was returned based on the half refunded nor did they respond to my dispute with my XXXX card. Now XXXX XXXX is saying that they are waiting for me to contact them to set up a return. Before this they told XXXX they refunded me {$610.00} saying it was worked out but that was unrelated to my dispute and not forthright as it was for something completely different than what I am disputing... it was for a product I ordered for part of my porch package which they did not carry anymore. With the items I ordered for my porch package I can not send any of the items back as the builders were forced to use them because I did not have any more money or time to purchase something else on the spot. XXXX XXXX  are not honest and based on our emails and phone calls they were not willing to make it right with me. They claim I am keeping the remainder of the package but they are not addressing that all the parts ordered go together to make a complete design and look. They do not understand that they ruined my Double Porch design and ruined my opportunity of designing my porch the way we intended and initially planned based on their false pictures of their XXXX XXXX XXXX XXXX which look nothing like what we received. We lost our house in a XXXX so understandably there is a shortage of Contractors because of the XXXX and they are extra busy because of the XXXX so they are in a hurry because of the high demand to rebuild all the XXXX homes. We had a contract to build a house with a start and finish date and a budget to stick to. My XXXX Contractor has a contractual responsibility to keep the project moving along and to pay his subcontractors on schedule. I can not send anything back and my porch design is ruined and I had to alter the design because XXXX XXXX did not even send me the correct amount of posts so I was forced to use them on a different part of the home than intended. I ordered my package of : XXXX XXXX XXXX XXXX and built off the look of these posts by adding XXXX brackets, turned balusters, turned spandrels, XXXX running trim, drop finials to make a complete porch posts package from XXXX XXXX in XX/XX/XXXX in time for the building schedule of the porches getting built. I coordinated with XXXX XXXX on the estimated delivery arrival time before we started the design process. We spent much time working with XXXX at XXXX figuring for measurements based on our house plans and designing each part of the porches from XXXX catalogue of thousands of items to choose from. I don't think anyone realizes what a huge mistake this is on my home being built. The picture they showed of their XXXX XXXX XXXX porch post are much different design than what I received so I called the person who makes them for XXXX XXXX and he explained the pattern has been changed a lot for the reasons they stated, safer to ship by making them bigger in the turned area and they look much more modern than the picture they posted on their website. That being said my whole package will not look as good as I do not have nice looking porch posts. They have a turned look that is not attractive or any resemblance of what their picture website shows and I am not happy with using them but am forced to as I have nothing else to use due to my building contract. I am forced to use the posts as I can not stop the building process. There is a shortage of contractors because of the XXXX. The XXXX contractor could not wait any longer so we were forced to use them differently than intended because there are only XXXX matching posts instead of XXXX. In short we spent over {$15000.00} for a beautiful porch which we did not get so now it is ruined. We had a budget to stick to and a timeline with the contractor. There is no extra money to buy surplus posts. The builders were not going to wait for us to get different posts. XXXX XXXX misrepresented what they were selling by not using a real picture of what they sell, they are using False Advertising and I was forced to use what I had at the moment Because I did not have the time or the extra money to correct this mistake on the spot. XXXX XXXX still owes me the other half of my purchase in the amount of {$7300.00} paid with my XXXX which they have not refunded me for false advertising. XXXX XXXX Website says they do business by following the XXXX XXXX give us a try and we will prove it they say. XXXX XXXX website guarantees the customers happiness. I am not happy and I want the remainder of my purchase refunded to me as I did not get what I paid for and my porches are ruined. It is not my responsibility to pay for something when they send out the wrong product. My porch package was made incorrectly based on XXXX XXXX XXXX false advertising picture and my order was not what it should have been so I need a refund on the other half of my purchase in the amount of {$7300.00} to make up for a full refund. Thank you. Sincerely, XXXX 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