Consumer complaint received 2024-02-09 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: TX

Complaint narrative:
This complaint is in regard to consumer deceit / predatory practices by Mattress Firm / Syncrony Bank. 






XXXX : We were at the XXXX XXXX XXXX  and met with XXXX and XXXX who were Mattress Firm sales reps. We were intrigued about a massage chair. We were unsure of making such a large purchase, over {$7000.00}. They ASSURED us verbally that we could do our research and cancel before the delivery date with NO penalty if we bought the chair that day. We agreed since we asked MANY times if we could cancel delivery without any penalty and they continued to say yes. They did not stipulate any time frame of cancellation. They said anytime BEFORE delivery. This was all verbally stated to us. My husband was also present. 

We signed some documents I believe on an XXXX. They were rushing us through the signatures, telling us that this was common legal stuff. My husband and I AGAIN asked if there was any fee for cancelling this purchase before delivery. They verbally stated, absolutely not, if you cancel before delivery there is no charge, but once it is delivered there are no returns and no refunds. We signed the documents and specifically asked for a copy of this. They proceeded to tell us that it would be emailed to us by the end of the day. I asked if we could just get a printout of the contract and they said they are unable to do this. We left with 3 pieces of paper, none of which mentioned anything about a cancelation restocking fee or any mention of a time limit for cancelation. ( See attached paperwork that was given to us at day of purchase ) XXXX : XXXX texted asking if we could take an earlier delivery. We responded that we would actually need to cancel the delivery which was initially set for XX/XX/11. He then mentions the cancellation fee. This is the first time we were ever aware of this fee. We respond that we were never told of a cancellation fee and there was no response from him. ( see attached text message thread ) XXXX : I made a formal cancellation request with Mattress Firm online. We had no other number to contact since this was not purchased in a specific store. ( See attached email ) XXXX : We texted XXXX ( sales associate ) again that we now received a bill for {$750.00}. We had no idea about any cancellation charges, or even how much we would be charged as we NEVER received the paperwork that they made us sign at time of purchase on the XXXX. We specifically requested that paperwork be emailed to us. There was no response. We then disputed the charge with Synchrony bank. We were on the phone for about an hour. 

XXXX : I reached out again to the sales associate stating I would need to take legal action if I did not hear back. He finally texted back I can double check the paperwork but yes there is a charge for cancelling. This was the FIRST time this was mentioned to us. He said Ill look into it today. Im not home right now, and there was no further response. We were never given a copy of the contract that we signed on the XXXX  at time of purchase. 

XXXX : We received another bill now with late charges and interest. We called Synchrony bank, and they informed us that the previous dispute was not filed. They did not know why. So now we were on the phone for another hour and the dispute went through and we received a mail correspondence confirming this. 

XXXX : We received another statement from Synchrony bank stating the dispute was resolved and we now owed {$760.00}. We called Synchrony bank and was told that the company submitted paperwork stating we signed a clause that had a {$750.00} restocking fee with our signature. We STILL have never been given a copy of this document.

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