Consumer complaint received 2022-12-12
Company: SYNCHRONY FINANCIAL
State: UT
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Unfair treatment by Synchrony Bank regarding a {$15000.00} disputed amount, despite irrefutable evidence provided by us. Synchrony has repeatedly sided with the " merchant '', despite evidence we have provided and despite us refuting the evidence provided by the merchant. 

XX/XX/XXXX : We filed a dispute with Synchrony. XX/XX/XXXX, The merchant was sided with due to their claim that they have tried multiple times to contact us with no success. On second & third dispute, we provided evidence to the contrary. 

XX/XX/XXXX : We filed another dispute. XX/XX/XXXX, Documents of evidence was mailed, which had been lost in XXXX network. XX/XX/XXXX, documentation was sent again. We called Synchrony bank and informed them of the situation. Evidentiary documentation was lost in XXXX network a second time ; Synchrony Bank never received our documentation. XX/XX/XXXX, email was sent to us, that the merchant has been sided with ; due to our " signing of the satisfaction completion certificate ''. On closer observation by Synchrony Bank, they would have seen that this had never been signed. Evidence provided by us in the refutation of this claim to Synchrony bank in the third dispute, had been disregarded. 

XX/XX/XXXX : We opened a third dispute. Synchrony bank received the documentation we sent for the previous dispute on XX/XX/XXXX and XX/XX/XXXX. XX/XX/XXXX, we sent all conceivable documentation regarding our case. Evidence to Synchrony of the " service not rendered '' ; faulty and beyond unsatisfactory ; photos of the sewer back-up, photos from a video of the faulty job, professional evaluation of the video ( photos ), evidence showing plumbing done against code. 

Because the merchant has been continually sided with, we provided Synchrony with documentations, illustrating the merchants pattern of false statement and misleading information that has been provided to them by the merchant ; claims that they have tried to contact us multiple times without success, claims of " job completion '', claim of us signing a " certified satisfaction of completion '', claims that they have been continually working with us to come to a resolution, claims they have been following through with contacting city entities that are required to accomplish the job, etc. 

XX/XX/XXXX : an email was sent by Synchrony Bank informing that have sided with the Merchant. The merchant had reciprocated that they had finished the job. Synchrony 's email to us reciprocated the words of the merchant ; I quote, " According to our records, it does not appear an error occurred. The merchant has indicated all services were rendered Again ''. And this, despite the concrete indisputable evidence we have provided. 

We have also asked Synchrony Bank to send us photos sent to them by the merchant of underground work they did. This was stated in the letter from the merchant to Synchrony Bank in the third dispute. I have asked multiple times, they disregard what I'm asking on email, and when I've called, they don't have any information regarding this.

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