Consumer complaint received 2023-11-28
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit 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:
Note : This is to notify you that, I would be considering this as a final response on behalf of Synchrony Bank, and given if Synchrony Bank decides not to fight the dispute with the merchant and just accept the fraudulent act not only did they never cancel my reservation but also showing my number with some other number communication that I have interacted which is totally fake and I have not had any such correspondence and neither of the reported issues was resolved. As I provided the evidence they never responded to my emails or cancellation requests. In that case, I would have no other option but to take this issue with Legal and keep Synchrony Bank at fault for acting biased with evidences that I provided and favoring the merchant with false and fake information. 

Synchrony Bank ( DBA - Paypal Mastercard ), Has failed multiple times to resolve my dispute and acted biased to force a charge on me for the services that were not as promised by the merchant. They also have failed to provide me with any documentation or are willing to fight the dispute given the documentation I provided. I am yet to receive any documentation on how they are determining the dispute in the merchant 's favor. The bank also never sent me any forms that I can sign as I am still going to fight this dispute and I am not going to pay for the services that were not as promised. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Problem with the charge : On XXXX XXXX XXXX, I booked a rental property located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX through XXXX  with reservation # XXXX  for XXXX nights ( XXXX XXXX XXXX XXXX XXXX ). When we arrived at the property, soon after we realized the property was not in good condition there were prior damages toilets were clogged and overflowing, air conditioning system was not working on 100F which was unacceptable. this was not it there were also issues with the cleaning and their dishwasher leaked in all over the kitchen. The were multiple bugs and mosquitos we saw in the bathroom and bedrooms. Cleaning was not performed and their laundry washer and dryer were in a disgusting condition that can not even be described in words. Given we were traveling with a newborn we could not risk staying with these circumstances. Starting the XX/XX/XXXX, the evening we were supposed to check in I tried to reach out to the property manager 's contact, since there was no physical office or helpdesk, I called the phone they provided and no one ever answered the call or acknowledged the voicemails I left. When I didnt get any response from them, we decided to spend the night at our friends house. The next morning XX/XX/XXXX when I went to see if they fixed anything, nothing was fixed other than they cleaned the water leaked from the dishwasher. That means someone was there to look at the issues but they did not reach out to me or resolve the essential/critical issues such as toilet/air-conditioning/bugs etc. This ruined our whole vacation and given the situation, there was no way anyone could stay in the property. After allowing ample amount of time in good faith to resolve this issue when things were still the same, I requested them to cancel or arrange another location for our stays however once again they did not reach out for any assistance or offered any help. As we left the property around XXXX XXXX  on XX/XX/XXXX, I never heard any response back from the merchant regarding the cancellation or refund and they didnt answer the phone calls or my email when I tried to follow up on the refund.

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