Consumer complaint received 2022-09-10
Company: SYNCHRONY FINANCIAL
State: MI
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:
To whom it may concern : The billing issue began with an erroneous charge by Amazon to my Amazon store credit card for Amazon Prime. I never authorized or agreed to a prime membership trial. XXXX XXXX, my father, opted into a trial, but he cancelled the prime membership before the expiration of the trial period. Same household email. I have provided email verification of the cancellation of the prime membership trial that was received and acknowledged by Amazon before the expiration of the trial period on multiple occasions. I initiated a dispute regarding the charge to my credit card back in XXXX of XXXX. I have spent numerous hours on the phone with Amazon and Synchrony bank trying to resolve this issue since XX/XX/XXXX. During this time, Synchrony back has continued to charge late fees and interest. I finally received satisfaction 17 months later by way of an email from Amazon dated XX/XX/XXXX crediting the credit card account for the prime membership charge in the amount of {$120.00}. I was told by the Amazon representative that they would be in contact with Synchrony Bank. I was advised to call Synchrony Bank just to follow-up with them, which I did do. I was told that the account correction could take XXXX billing cycles to show up on my bank statement. Any interest, penalties and fees would be credited to my credit card by Synchrony Bank leaving a zero-dollar balance. Also, I discussed that any credit bureau reporting needed to be removed and /or corrected to reflect no late payments, balance issues or a closed account that will affect my credit score. 

I received a request from Synchrony Bank requesting additional information. I faxed the information to Synchrony Bank as instructed on XX/XX/XXXX. I received an email on XX/XX/XXXX from Synchrony Bank. The email states " Hi! Thanks for working with us on your recent Amazon Store Card credit account dispute, resolved on XX/XX/XXXX. We hope your inquiry was handled quickly and easily! '' I called Synchrony Bank on XX/XX/XXXX to confirm that this was finally resolved. I was told that the email was not generated by Synchrony Bank and that there was still a balance of {$430.00} on the account. XXXX at Synchrony Bank transferred me to a manager, XXXX and after 60 minutes she indicated that she was submitting this for further review as a " work case '' and I should hear something in 1-2 billing cycles. I have spent numerous hours trying to get this resolved. It has gone on for 19 months because Synchrony Bank is always going to make corrections in 1-2 billing cycles and then doesn't take care of it. I have spent hours of my time to correct this erroneous billing issue, late fees and interest charges and this error on Amazons part has caused unnecessary frustration for over a XXXX XXXX and it has ruined my credit. 

Thank you for your attention to this matter.

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