Consumer complaint received 2025-05-17 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: FL

Complaint narrative:
On XX/XX/year>, I made a large online purchase for pickup from XXXX for materials to build a chicken coop. I made this order using XXXX XXXX XXXX by Synchrony Financial. Later that evening, I was contacted by phone by someone in the order department named XXXX from XXXX saying that a couple of the items I ordered were out of stock and that theyd have to refund them. I said that was fine and told him to continue with the order. When I went to pick up the order with my father in law on XX/XX/XXXX, I was told by the lady in the pickup area that my order had not been paid for. I said that was incorrect and that Id been approved for up to {$1000.00} of purchasing power ( which is why my original order was {$990.00} ). They said because there were returned items, they needed to reauthorize the new total without the returned items and that Synchrony had declined the new authorization ( I guess because the original authorization was charged and the second one made it look like I was making XXXX purchases for over {$1000.00} limit total I had been approved forat least this is what I was told ). They told me that I would have to give a new form of payment since the XXXX XXXX  didnt go through. I didnt have that amount of money, which is why I used XXXX XXXX in the first place, which I informed the customer service person at XXXX XXXX They said they didnt have anything to do with Synchrony at the store and that if I wanted to use the XXXX XXXX function, they would have to cancel my existing order and I would have to place a new order with the same items online and select Synchrony Pay Later again. So I stood at the counter on my phone creating a new online order. Once they received it, they gave me my materials and I left. I kept receiving emails from XXXX reminding me to come pick up my original order ( that I was told was being canceled since my payment was declined ). A few weeks later, I received an email saying thank you for your pickup. I didnt think much of it and thought maybe it was an error in XXXX XXXX. Until a couple of months later I realized that I had XXXX separate XXXX XXXXr accounts that were being charged. The first account was for that original order and the second was for the order that was made in the store that day to reorder the canceled order which they never canceled apparently. I contacted Synchrony Bank and they told me that both the credit accounts were accurate and that I would have to call XXXX to handle it. I then contacted XXXX corporate and was told that it seemed someone at the store had forgotten to cancel and refund the order, so the order just stayed in Ready for Pickup state for weeks until someone closed it and marked it Picked Up? He said that I would have to contact the specific store directly in order to resolve the issue. I called the store on multiple occasions asking to speak with someone who could help me. Often, I was passed around to different departments and usually the call ended with me being left on hold for XXXX minutes waiting for a manager and me hanging up. I even went in person and tried to speak to the pickup department directly. No one was in the pickup area, so I asked store associate after store associate to find someone to help me and no one showed. I gave up after about XXXX minutes. The point of all of this is that I just want my money back. Ive been paying this loan for XXXX  months now because I dont want my credit score hurt, but its a fraudulent loan .. how is it possible that Synchrony would only approve me for {$1000.00} of spending and then somehow approved a second, almost {$1000.00} charge the next day? Im very frustrated and worried I lost {$1000.00} due to the negligence of Synchrony and XXXX and Im not sure what else to do other than file a formal complaint. I can give all order numbers, itemized receipts, dates and account numbers upon request. To be clear, Synchrony wont show me statements or my full loan numbers on the pay later website so I can only enter the last XXXX on the next screen

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