Consumer complaint received 2022-03-13
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This complaint is a follow-up to CFPB XXXX, which was closed by the credit card company Synchrony Bank without any discussion with myself, the complainant, even after repeated attempts by me to contact Synchrony Bank 's representative assigned the complaint to discuss the matter. 

I formally request this complaint to be reopened by CFPB on the basis of additional evidence being provided in the form of current day photographs and architectural drawings of the work that was originally contracted for but never performed by XXXX XXXX XXXX XXXX. The photographs being provided to Synchrony Bank via this follow-up complaint substantiate beyond any doubt that the {$7200.00} charged to my account for a balcony repair/remodel project was never provided by general XXXX XXXX & XXXX XXXX XXXX 

On XX/XX/XXXX, XXXX XXXX XXXX XXXX committed fraud by offering to cancel the project but never providing a refund for the contracted amount of {$7200.00} back to the Synchrony bank credit card, even to this day. From XXXX XXXX, I attempted repeatedly to secure a refund from XXXX & XXXX XXXX XXXX By XX/XX/XXXX, XXXX XXXX XXXX XXXX stopped answering emails and phone messages from me requesting a refund. So, suspecting fraud, I began written communications with Synchrony Bank in XX/XX/XXXX per their prescribed dispute process. Although I've attempted on numerous occasions since then, I have never been able to speak with anyone actually responsible for investigating my fraud complaint. I have been passed around from one customer service representative to another. Each person said they did not have access to the paperwork I had submitted in my letters nor could they provide me a name of the person responsible to investigate my dispute. The representatives could only see that a dispute had been initiated. 

When I filed the original complaint with CFPB in XX/XX/XXXX, I was sent an email by a Synchrony Bank company representative ( XXXX XXXX ) that said she would be investigating my complaint and provided me a phone number to call her. I responded to her email the next day with a phone message requesting she call me to discuss the matter so that I could explain the dispute in detail and answer any questions she may have had. I also sent her an email with my telephone number and email address. After not receiving a call back for a few days, I called her number again, only to receive a message that her mailbox was full and not accepting messages. 

If someone from Synchrony Bank would just call me to discuss the dispute and review the letters, documents and photographs I have mailed to their company, I believe the dispute could be resolved appropriately in a few minutes. Unfortunately, it has been ten months since I initially reached out to Synchrony Bank and I still have not gotten anywhere due to their inherent bureaucracy and what I perceive as extremely poor customer service.

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