Consumer complaint received 2026-04-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am filing a complaint against Synchrony Bank regarding their refusal to properly investigate a disputed {$65000.00} charge on my account. This charge relates to a XXXX project that remains incomplete and defective. I dispute the charge not only due to nonperformance, but because I did not authorize final disbursement of funds to the XXXX. I was led to believe that financing would not be finalized or released until the project was completed. However, Synchrony released the full {$65000.00} to the XXXX prior to completion, without my informed authorization. Synchrony denied my dispute based solely on documentation provided by the merchant, without addressing : Whether I authorized final disbursement The fact that the project remains incomplete Evidence of defective work and resulting property damage Ongoing regulatory review with the California Contractors State License Board ( CSLB ) This is not simply a dissatisfaction with services. This involves : Potential misrepresentation by the XXXX Improper release of funds Failure of Synchrony to conduct a reasonable investigation I am requesting : A full reinvestigation of this dispute Documentation showing how and when I authorized fund disbursement Reversal or credit of the disputed amount pending proper investigation Suspension of interest and collection activity I am prepared to provide supporting documentation including emails, photos, and regulatory filings. Synchronys refusal to properly investigate this matter has resulted in significant financial harm. I am requesting regulatory assistance to ensure a fair and complete review. XX/XX/XXXX XXXX provides initial estimate for approximately {$53000.00}. XX/XX/XXXX XXXX is signed. XX/XX/XXXX Customer emails XXXX stating willingness to proceed at {$65000.00} to include full waterproofing, replacement of damaged pillars, and related repairs. XXXX responds : Ok, no problem. XX/XX/XXXX XXXX sends updated estimate for {$65000.00}. Customer replies with requested clarifications and approval contingent on those changes. No revised signed contract reflecting these changes is ever provided. XXXX XXXX XXXX begins. Work involves balcony demolition and partial reconstruction. During XXXX XXXX areas are left exposed for extended periods. Concerns arise regarding workmanship, including improper installation and reuse of damaged materials. XXXX XXXX XXXX intrusion issues continue and/or worsen. Interior damage begins to appear, including hardwood flooring and sheetrock. XX/XX/XXXX Customer disputes financing after discovering concerns with scope, incomplete work, and premature funding. XX/XX/XXXX XXXX visits property to inspect a new leak in an area that had not previously leaked. XXXX states someone will return to address the issue. No follow-up occurs. XX/XX/XXXX Work stops. Project remains incomplete. No formal completion, inspection, or sign-off is provided. Early XXXX Full {$65000.00} has already been disbursed to contractor despite incomplete work and ongoing defects. XX/XX/XXXX Customer files dispute with Synchrony Bank. Dispute is denied based solely on merchant-provided documents. XXXX XXXX Complaint filed with California Contractors State License Board ( CSLB ). Contractor references insurance involvement, but no direct contact or resolution is provided to customer. XX/XX/XXXX Contractor representatives visit property and acknowledge issues. No written repair plan or timeline is provided afterward. XX/XX/XXXX Present No meaningful progress toward completion or repair. Project remains incomplete with ongoing damage. SUMMARY OF DISPUTE Customer did not knowingly authorize final disbursement of {$65000.00} Project remains incomplete with documented defects Water intrusion and property damage occurred after contractor work No final inspection, completion approval, or sign-off was provided Dispute denied without addressing authorization or incomplete performance REQUEST Customer requests reinvestigation of the {$65000.00} charge, including review of authorization for fund disbursement and consideration of incomplete and defective work.

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