Consumer complaint received 2020-08-03
Company: SYNCHRONY FINANCIAL
State: WV
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:
In XX/XX/2020, my husband and I purchased a vacation package from XXXX, using our MasterCard issued by Synchrony Bank . The amount billed was {$2800.00}. In XX/XX/2020 we received the following email from XXXX  stating that they were canceling our reservations and were not going to refund our money : From : " XXXX Customer Service '' XXXX Date : XX/XX/2020 at XXXX XXXX EDT To : xxxxxxxxxxxx Subject : YOUR XXXX   CANCELLATION Dear Xxxxxxxxxx Please be advised that, due to the DO NOT TRAVEL alert issued by the US State Department due to Coronavirus ( COVID-19 ) threat we have cancelled your upcoming international trip. 

The Department of State advises U.S. citizens to avoid all international travel due to the global impact of COVID-19. 

Please note : XXXX paused operations on XX/XX/XXXX as this crisis was unfolding, so we ask that you please note the following changes to normal procedures : Your resort reservation will be cancelled automatically. All cancellation fees have been waived. You will need to speak to your credit card 's issuing bank for your options as a cardholder. If you wish to reschedule your stay to a later date, please do so directly with your selected resort, although we are of the understanding that many resorts in your selected area have temporarily suspended operations. 

If your vacation includes flights, your flight portion will be cancelled when the airline you have booked officially cancels your flight, or within the next seven days, whichever comes first. Each airline is handling this crisis differently, and refund policies are changing by the day. Again, speak to the airline about your options, and to your credit card 's issuing bank for your options as a cardholder. 

XXXX ID : XXXX Cancelled : XX/XX/2020 at XXXX XXXX Cancellation details for XXXX XXXX XXXX XXXX All Adults/All-Inclusive Resort Cancellation Penalty : None Cancellation details for XXXX XXXX XXXX Cancellation Penalty : Your flight will be non-refundable _____________________________________________________________ As the email states, we contacted our credit card company ( Synchrony Bank ) In XX/XX/2020 and filed a complaint with them. We received a letter from Synchrony dated XX/XX/2020, denying our refund request. Synchrony stated that the reason for denial was the sales transaction appears to be authorized by you and/or received by you. While it is true that we authorized this purchase, we never received any services because XXXX cancelled our reservations. On XX/XX/2020 we re-filed our complaint with Synchrony and faxed them a copy of the XX/XX/2020 email from XXXX It has been over 60 days since the second complaint was filed and still we have gotten nothing in writing from Synchrony regarding this second complaint. On XX/XX/2020 I spoke again to a customer service representative from Synchrony and she said our second complaint had been closed, although we have never received any formal notification of this closure, nor the results of their findings from this investigation. I was told on XX/XX/XXXX by the Synchrony representative that she would re-open the case. In summary, it has been over 120 days since our initial complaint filing with Synchrony Bank and we are still waiting on a resolution to this issue.

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