Consumer complaint received 2025-10-29 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: PA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XX/XX/XXXX To Whom It May Concern, My name is XXXX XXXX XXXX, and I am a retired city worker living with a XXXX. On XX/XX/XXXX, I purchased a XXXX XXXX XXXX from XXXX, which was installed on XX/XX/XXXX. The product came with a warranty and guarantee. However, I encountered several issues with this product that have yet to be resolved. 

On XX/XX/XXXX, I contacted XXXX to obtain the number I was supposed to call for service due to a defect in the cooktop. When I called the number provided, I was met with a recorded message stating that they were unable to assist and asking me to call back later. I experienced this same message each time I called. 

On XX/XX/XXXX, I returned to XXXX and spoke with XXXX, who finally connected me to someone who could process my complaint. After receiving XXXX XXXX # XXXX, I believed the issue was resolved. However, when I spoke to XXXX on XX/XX/XXXX, she told me to wait until Monday for the work order to be processed in the system. 

On XX/XX/XXXX, I called the installation department and spoke with the manager, XXXX. She informed me that this was not an installation issue but a manufacturers problem, and no technician from XXXX would be sent to my home. At this point, it seemed XXXX and the installers were pointing fingers at each other, with the conclusion being that the manufacturer should replace the product. 

On XX/XX/XXXX, I called the manufacturer and spoke with XXXX, providing all relevant information, including the purchase date, installation date, Model # XXXX, and Work Order # XXXX. However, XXXX requested the serial number, which I did not have. I explained that the serial number should be on the receipt, but the ink had faded, making it unreadable. I suggested a three-way call with XXXX representative XXXX XXXX, to resolve the issue. XXXX confirmed that XXXX doesnt usually include serial numbers on receipts, but he would attempt to look it up. Unfortunately, he could not find the serial number and promised to call me back. I never received a return call from XXXX. 

I then spoke with XXXX at XXXX, who proposed a solution : the installation team would retrieve the serial number from the product during installation, then call it in to process a replacement. XXXX assured me that the problem was resolved. However, we were disconnected, and I never received a follow-up call. 

On XX/XX/XXXX, at approximately XXXX AM, I called XXXX, a XXXX at XXXX. She advised me to call the manufacturer to obtain a Return Authorization ( RA # ) and assured me that a new cooktop would be issued. When I called the manufacturer and spoke with XXXX, I reiterated that XXXX and the installers had agreed to issue a replacement, but I was unable to provide the serial number because I am handicapped and can not access it under the cabinet. Despite this, XXXX insisted that the serial number was required. 

After speaking with XXXX at XXXX, who heard XXXX insistence on the serial number, I once again explained that I am handicapped and that the defective cooktop poses a fire safety risk, creating a hazardous situation in my home. It seems that neither XXXX nor the manufacturer are considering my condition or the safety risks involved. 

In conclusion, I feel that XXXX and XXXX are more concerned with avoiding responsibility and profit than ensuring the safety and satisfaction of their customers. I have made multiple attempts to resolve this issue, but the lack of effective communication and customer care has only caused frustration and distress. I am now turning to you for assistance in ensuring that this matter is addressed properly and that consumers, especially those with XXXX, are treated with the respect and care they deserve. 

Thank you for your attention to this matter. I look forward to your prompt response and a resolution to my complaint. 

Sincerely, XXXX 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 explanation