Consumer complaint received 2025-07-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: IL

Complaint narrative:
New Evidence Attached We ordered a bed fromXX/XX/XXXX on XX/XX/XXXX for {$7600.00} using a Synchrony Credit Card. The company sent the wrong bed, We contacted the company and they told us that we had to keep the bed that they sent. We filed a timely billing error disoute with Synchrony Bank on XX/XX/XXXX. Synchrony Bank 's response to the dispute did NOT address the non-delivery of the actual item that we ordered. Further defective items were received, Therefore, we rejected the entire order, pursuant to the XXXX CXX/XX/XXXXe of XXXX ( XXXX ) due to non-perfect tender of goods. We requested that the company retrieve the bed that we did NOT order but they never did. The company and Synchrony Bank still refused to issue a refund. Synchrony Bank has NOT addressed the non-receipt of goods. Synchrony Bank now seeks to sue us to make us pay for merchandise that we did NOT order. Synchrony Bank has also caused negative reporting about me to CRAs. I have followed the FTC 's rules that customers can not be forced to pay for merchandise that they did NOT order. ______________ Dear Synchrony Bank Representative : Summary : The advertising photos do not match what we received. The items ' descriptions do not match what we received. The model number on the attached label does not match the model number that we ordered.________________ NEW DOCUMENTATION, DATED XX/XX/XXXX, FROM THE MANUFACTURER OF THE BED INDICATES THAT WE DID NOT RECEIVE THE BED THAT WE ORDERED. The merchant has had nearly XXXX years to rectify the issue. Synchrony Bank has also had nearly XXXX years to do the right thing.________________ It is UNCONSCIONABLE for Synchrony Bank to FORCE US TO PAY FOR SOMETHING THAT WE DID NOT ORDER. " XXXX XXXX XXXX '' is the merchant. We are NOT writing to Synchrony Bank about our personal comfort. We are and have written to Synchrony Bank about the failure of the merchant to deliver the agreed upon merchandise. Quality is a secondary issue of the failure to deliver the merchandise that we agreed to purchase. Synchrony Bank failed to conduct the appropriate Billing Error Dispute investigation to determine whether we had received the correct merchandise. We did NOT receive the merchandise that we ordered. The fact that the bed does not resemble the bed that we ordered supports our claim. The fact that the mattress is nearly XXXX inches shorter than the mattress that we ordered bolsters our claim. The fact that the model number on the mattress label does not match the model number that we ordered must, from practical common sense and legal-contractual domains require a more thorough investigation than a mere dismissal of our Billing Error Dispute, as a " quality issue. '' What more MUST we do to substantiate that we did not receive the merchandise that we ordered? Synchrony Bank has not produced ANY evidence to counter our Billing Error Dispute. ________________ After multiple attempts to work with the merchant, it became clear that the merchant was engaging in bad faith behaviors and most likely outright fraud as described by federal laws and the laws most states. We immediately informed the merchant that the bed was not as advertised. ( See attachment __ ) We requested written communication from the company numerous times. ( See attachment ___ ) We made telephone contact with merchant numerous times ( See attachment ____, also an audio recording of a telephone call requesting to return the un-ordered item is also available. I spoke with the president of " XXXX XXXX XXXX, '' XXXX XXXX, who failed to honor his offer to return the bed.________________ XXXX. We filed a timely and proper Billing Error Dispute on XXXX XX/XX/XXXX because the Merchant, "XX/XX/XXXX '' sent us the wrong bed and refused to rectify the situation. Recently ( XX/XX/XXXX ), the manufacturer of the bed provided new documentation, which attests to the fact that WE RECEIVED THE WRONG BED. A representative from XXXX XXXX XXXX wrote at least XXXX times that the model number of the bed identified on the bed 's mattress label is not the model number of bed that we ordered. Please see attachment A. We ordered model number XXXX XXXX as listed and pictorially identified in the receipt ( Attachment B ). The merchant sent us model number XX/XX/XXXXXXXX, which as written by the manufacturer of the bed is NOT the model number that we agreed to purchase. The box had XXXX model number but the actual bed/mattress had a different model number. Therefore, the item we received was not as advertised and thus we did NOT RECEIVE THE MERCHANDISE THAT WE ORDERED. ________________ XXXX. Synchrony Bank converted our " Merchandise Not Received/Not as Advertised '' Billing Error Dispute into a " quality issue '' as the chief reason for the dispute. That was and is in error. The quality error is secondary to the fact that WE DID NOT RECEIVE THE MERCHANDISE THAT WE AGREED TO PURCHASE as part of the purchase agreement ( contract ). The quality of the item arises because it is not the item that we agreed to purchase. Our original billing error dispute details a long list of issues that highlight WHY THE BED IS NOT WHAT WE ORDERED. ________________ XXXX. Synchrony Bank has NOT provided ANY DOCUMENTATION to substantiate that we received the correct bed from the merchant. We request all documentation upon which Synchrony Bank relies upon to determine that the correct items were delivered to us. ________________ XXXX. We request that Synchrony Bank require the merchant to provide a written explanation as to why we received a bed with a different model number listed on the federally-mandated mattress label. ________________ XXXX. We request that Synchrony Bank require the merchant to provide a written explanation as to why we received a bed that was different from what was advertised in ALL the photos associated with the model of bed that we purchased. ________________ XXXX. We request that Synchrony Bank require the merchant to provide a written explanation as to why the adjustable base was mis-advertised.________________ XXXX. We request that the Synchrony Bank representative handling this case, escalate this matter to a manager and/or legal representative for Synchrony Bank . ________________ XXXX. We request that Synchrony Bank issue a chargeback to the merchant, and request that the merchant provide us an address to ship back its merchandise. We did NOT order what was received, immediately complained, requested resolution, and will ship back the merchandise at our expense. We simply do NOT want what we did agree to buy. We did NOT agree to finance the bed that we received, therefore, we are under NO legal contractual obligation to remit payments to Synchrony Bank for un-ordered merchandise or merchandise not received. ________________ XXXX. We incorporate our initial Billing Error Dispute ( including the detailed attachment detailing the XXXX Rejection ) and CFPB complaint into this reply Billing Error Dispute that includes NEW INFORMATION from the manufacturer of the bed. ________________ The merchant, " XXXX XXXX XXXX '' basically told us to live with it and kept our funds. Synchrony Bank assisted Personal Comfort Bed by failing to perform a proper Regulation XX/XX/XXXX investigation into our " merchandise not received '' Billing Error Dispute. After the merchant 's failure to respond to our numerous written requests, we utilized the XX/XX/XXXX CXX/XX/XXXXe ( XXXX ) to reject acceptance of the order because of receiving an item that we did NOT order. The FTC makes it unlawful to force consumers to pay for merchandise that they did not request or order. We informed Synchrony Bank of all this information and included our detailed communications to the merchant. We requested that the merchant, XXXX XXXX provide us with a return shipping address, they did not. Finally, in using the XXXX to reject/revoke the order, we informed XXXX XXXX to pick up their merchandise as they failed to send us the agreed-upon merchandise. XXXX XXXX never made a useful or reasonable effort to handle this matter in a sensible or reasonable manner. Synchrony Bank failed to perform a reasonable Regulation XX/XX/XXXX investigation and chose to sue us and force us to pay for something that we did NOT order. ________________ This issue has caused damage to my FICO score and ability to obtain credit. It is the ONLY NEGATIVE on my credit reports. Please properly investigate this matter. ________________ XXXX. Buyer 's Rights on Improper Delivery. 
Subject to the provisions of this Article on breach in installment contracts ( Section XXXX ) and unless otherwise agreed under the sections on contractual limitations of remedy ( Sections XXXX and XXXX ), if the goods or the tender of delivery fail in any respect to conform to the contract, the buyer may ( XX/XX/XXXX ) reject the whole; or ( XX/XX/XXXX ) accept the whole; or ( XX/XX/XXXX) accept any commercial unit or units and reject the rest. 

XXXX. Manner and Effect of Rightful Rejection. 
( XXXX ) Rejection of goods must be within a reasonable time after their delivery or tender. It is ineffective unless the buyer seasonably notifies the seller. 
( XXXX ) Subject to the provisions of the XXXX following sections on rejected goods ( Sections XXXX and XXXX ), ( a ) after rejection any exercise of ownership by the buyer with respect to any commercial unit is wrongful as against the seller; and ( b ) if the buyer has before rejection taken physical possession of goods in which he does not have a security interest under the provisions of this Article ( subsection ( XXXX ) of Section XXXX ), he is under a duty after rejection to hold them with reasonable care at the sellers disposition for a time sufficient to permit the seller to remove them; but ( c ) the buyer has no further obligations with regard to goods rightfully rejected. 
( XXXX ) The seller 's rights with respect to goods wrongfully rejected are governed by the provisions of this Article on seller 's remedies in general ( Section 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