Consumer complaint received 2022-12-17
Company: SYNCHRONY FINANCIAL
State: WI
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:
On XX/XX/XXXX I noticed that two payments were made on my Amazon synchrony bank card. I called synchrony bank and asked if I could be refunded one of the payments I made. I was told from synchrony bank that its a credit on my account and it would take over 30 days for me to receive a check, I told the rep that I would make a report with my bank that it was not a authorized transaction. I went to my bank and made a report but I was told because it was an ACH transfer, I will have to go back to synchrony bank. the next day I called synchrony bank and requested a check. I was told by the rep that it will take 7 to 14 days not 30 days to receive a check. I verified my address with the rep, to ensure i will receive my check. that following Monday XXXX XXXX sent me a email saying they were able to get one of the payments I made back from synchrony bank. I then tried calling synchrony bank two times I was told on the phone by the rep that they were unable to hear me. I than used their online chat option. I was told by the rep that he will resolve getting my check not issued. I noticed the next following week that I got a letter from synchrony bank saying that my transaction was reversed. When I looked at my account I noticed it was {$230.00} the check that I requested for them to stop they decided to still send so now I called the rep and ask for a stop payment on the check and for my payment to be applied back to my account I was told from the rep that they were unable to do that. I was able to get a hold of a manager and was told by the manager that she put a stop payment on the check and I would be refunded in seven days I notice that on XX/XX/XXXX that I had received the check from synchrony bank. I called the rep and ask for my payment to be applied back to my account, but I was told by the rep that my payment would not be able to be applied to my account because she could not stop the check i told the rep the Check was already stopped from a manager and I was left on hold when she came back she told me she put a stop payment on the check and that it would take 30 to 60 days for me to get my refund. I told the rep again a stop payment was already put on the check from the manager and that it would take up to a week for me to receive my money. I ask the rep to transfer me to a manager. I was transferred to a manager and was told that stop payment was put on the check and that it would take 14 days for me to receive my refund. Ive talked to five reps and two managers and each one is telling me a different story I would like my payment to be applied back to my account because the check is destroyed and stop payment is placed on the check Im getting different responses, and I am left unsatisfied

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