Consumer complaint received 2022-09-30
Company: SYNCHRONY FINANCIAL
State: LA
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/2022 at approximately XXXX XXXX, I received an e-mail from XXXX that I had been issued a credit from the merchant XXXX XXXX XXXX in the amount of {$370.00}. So I login to XXXX to view my account and notice that I had received the refund in the account as noted in the recent activity. However, the balance nor the available credit had been updated yet. So I thought well this will probably be processed on to the account tonight and updated tomorrow. So the next day, XX/XX/XXXX, I login to check the status of my account and the recent and the {$370.00} was removed from the recent activity. I decided to call paypal credit to find out what was going on. I spoke to a rep that said that they never sent me an email and that the merchant did not send paypay any refund. So I ask if I should report the email as phishing to XXXX and the rep said not that to disregard it and I inquired about the refund and how it is processed and the rep could not explain it to me to my comprehension I mention if the company canceled the refund then I would need to dispute it. The rep agreed and started to process the dispute. I was told that the would issue a new account and would have to update any merchants I have recurring charges with and the balance would transferred over to the new account. The next day the XXXX XXXX XXXX XXXX XXXX to the account for {$370.00} and the balance was like XXXX XXXX and something dollars I knew that that balance was incorrect and did the math and it was additional {$370.00} that I believe to be a provisional credit that had also been posted so I called in and explained everything to a new rep who was with investigations that I was withdrawing my dispute due to the credit being posted to the account and told him all the back needed to do was remove the provisional credit and my account would be back to normal. The response was ok. About a day or two later I login to check the account to make sure everything was fix and see that my balance is {$1000.00}. Upon further review of my account, I determine that Synchrony bank had mistakenly did an additional balance transfer for {$370.00}. So I call the bank and ask to speak to a bank manager and was transferred. Upon explaining everything in full context the manager reviewed the account apologized and said it would be resolved within 48 hours. So I said thank you and waited to see. I check as instructed a few days later and had to call back in to the bank ask to speak to a manager and was transferred explained everything again and was told that I need to wait I felt that this was getting repetitive and stated that I was just going to file a complaint with CFPB because they reported the amount in question to the credit bureau I said bye to the lady and she ask if I could please hold on for a second so I said ok. I was transferred to a rude lady that stated she was a bank manager for the investigations. I told her I never asked to speak with her and very cordially explained briefly what happened she said that there was no mistake and everything is right on the account. I told her I disagreed and would pursue a different remedy.

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