Consumer complaint received 2025-01-28 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: TX

Complaint narrative:
On XX/XX/XXXX, I called the Synchrony credit card company to dispute a service that had been charged to my credit card. On XX/XX/XXXX, I needed a dumpster to remove some renovation XX/XX/XXXXmaterial from our home. The merchant called me from XXXX list stating he could assist me with my need. I expressed to the merchant that I needed at least a 15-yard dumpster to remove the materials, and he stated that he could provide me with the equipment. 

The merchant forwarded me with a prepay invoice for the amount of {$360.00}. I used my Synchrony bank credit card to pay the invoice and advised the merchant of when it would be an opportune time for him to drop the dumpster off. I also advised the merchant when I would not be available to receive the equipment, because I wouldn't be home. The merchant deliberately waited until he knew I wouldn't be home and parked a 10ft trailer in my driveway and left. 

I immediately called the merchant and advised him that this was NOT the equipment that I was expecting, nor did I agree to using a substandard trailer. I advised the merchant to come and pick the equipment up, so I would have room in my driveway, to accommodate the dumpster that would be delivered from another company, the merchant allowed the trailer to sit in my driveway for a couple of days, and we had to move the trailer to the street to accommodate the actual dumpster that was delivered through another company. 

On XX/XX/XXXX, Synchrony issued me a credit for the {$360.00} On XX/XX/XXXX, the charged was rebilled to my account without any explanation. 
On XX/XX/XXXX, I called Synchrony back to inquire as to way they had rebilled me for the equipment without notifying me of the rebill. The service rep stated they had, " mailed me a letter ( Which I never received ) and that this matter was still under review, but that I had signed a contract with the merchant '' ( Which I had not ). I stated that I had called to dispute this claim, and I was their customer, and they should have notified me before recharging my card. The rep stated, " We don't work for anybody. '' She also stated there was nothing else she could do while the claim was under review. 
On XX/XX/XXXX, I called back to inquire about the status of the claim, because it read, " Closed. '' I was told by one of the service reps that the claim had been closed in my favor, and they were waiting for the adjustment to be made however, she needed to let me speak with someone in the resolution department. 

The rep from the resolution department proceeded to tell me, that the customer service agent had given me misinformation, and that they were favoring the merchants claim. I advised the rep that I had submitted : An invoice with the description of the anticipated equipment, a copy of the unsigned contract between myself and the merchant, a picture of the substandard equipment the merchant had left, and a photo of what I was anticipating. 
The rep from the resolution department told me, " We don't take pictures as evidence, and when you signed that invoice, YOU signed a contract, YOU gave him your credit card number and now, YOU are responsible for this transaction! '' I told the rep that I would contacting any, and everybody that would assist me with the practices that Synchrony subjects their consumers to. She stated, " You do that. '' For these reasons, I'm contacting you. 

***Please note, the invoice states 15-yard dumpster.

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