Consumer complaint received 2020-09-07
Company: SYNCHRONY FINANCIAL
State: ID
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:
Last XX/XX/2020 I inadvertently got involved with a scammer from XXXX who persuaded me to make financial charges for his behalf under the guise of a business loan. Once I realized what was happening I made every effort to stop everything and advise everyone involved. I have paid all of my bills in full. I am having difficulty receiving credit for two disputed transactions on my Sam 's Club/Synchrony Bank Mastercards. The original card I owned ending in XXXX was compromised so a second new card ending in XXXX was issued in XXXX. The amount of credit due to me is {$2000.00} plus {$100.00}, total due {$2100.00}. I made every effort not to indicate this was the result of a scammer solely to protect the other women involved, they too were victims. I am attaching full documentation, if more is required I have it available, please advise.

I phoned my original 6 transaction dispute to Synchrony Bank  Customer Service earlier in XXXX though I do not have notes for this conversation. I recall it was challenging getting a connection due to the new COVID 19 shut down. 

On XX/XX/2020 I submitted a written detailed dispute to Sam 's Club FCBI Synchrony Bank for 6 transactions of varying amounts charged on XXXX XXXXXXXX XXXX. Total amount of disputes was  {$7500.00} and also included a bank payment for the same amount on XX/XX/2020 from a source I was given, not an account I own. I received an automated voicemail from Sam 's Club Credit Services on XX/XX/XXXX acknowledging my dispute. 

On XX/XX/2020 credit posted for 4 transactions total value - {$5400.00}. I was charged {$29.00} interest for the {$2100.00} that was not credited to my account. Sam 's Club/Synchrony Bank statement dated XX/XX/2020 reflects these transactions. 

On XX/XX/2020 I submitted a letter in an attempt to clarify my bill and bring attention to the fact I had not been credited for two outstanding disputed transactions mentioned above plus the interest charged. I received an automated voicemail from Sam 's Club Credit Services on XX/XX/XXXX acknowledging my dispute. I spoke with Customer Service on XX/XX/2020 for 18 minutes and was told I owed nothing, it was still being investigated. On XX/XX/2020 Synchrony Bank responded and apparently misunderstood my inquiry clarification completely. Synchrony Bank takes five weeks for responses to be delivered by mail so I received their response after I'd spoken to customer service. 

On XX/XX/2020 I submitted a more detailed credit dispute itemizing all transactions and including all bank card statements. I received an automated voicemail from Sam 's Club Credit Services on XX/XX/XXXX acknowledging my dispute. On XX/XX/2020 I phoned customer service and spoke with XXXX for 15 minutes. He understood and saw the discrepancy and credited my account for interest and late payment fees. He also read a message to me he wrote requesting a follow-up from a bank representative who could take care of my problem, I should have received a call from them within 48 business hours. I never received a call. I phoned customer service again on XX/XX/2020 and spoke with XXXX, I believe, who assured me she was giving me full credit for both disputed transactions and all interest and late payments fees. I received a written response on XX/XX/2020 dated XX/XX/2020 denying my refund completely for lack of new information. I received an online written e-response dated XX/XX/2020 stating I would not receive refund for {$2000.00} because I should take it up with the merchant. Note : they neglected to include the additional {$100.00}. 

My response : I have been working with the merchant all along Sams Club Credit Services/Synchrony Bank in an effort to resolve their inaccurate accounting. 

I printed my balance from my account website yesterday, XX/XX/XXXX. XXXX did credit all late payment fees and interest charges, perhaps in excess, but I am still being charged for amounts I do not owe. Due to XXXX 's generosity of credited fees my balance is now {$2100.00}. 

I paid all the original charges totaling {$7500.00} on XX/XX/2020 after all original disputes failed. This is reflected on the last statement dated XX/XX/2020. I refuse to pay any of these charges twice. I should be credited for the amount still owed to my account from the original dispute.

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