Consumer complaint received 2026-03-08 00:00:00
Product: Credit card — Store credit 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: GA

Complaint narrative:
I am submitting this complaint regarding Synchrony Banks handling of a billing dispute related to purchases made using an XXXX XXXX XXXX XXXX Synchrony Bank credit card. In XX/XX/year> I financed furniture from XXXX XXXX XXXX using a Synchrony-issued store card. The total financed amount was {$8300.00}. The order consisted of multiple furniture items intended to function as a complete bedroom and living room set. The merchant repeatedly delayed deliveries and failed to provide items as promised. When deliveries did occur, several problems occurred : items were missing, one item was delivered in the wrong color and later removed by the merchant, and one of the nightstands was never delivered despite multiple delivery attempts. The delivery receipts provided by the merchant explicitly document that the nightstand was not delivered ( marked Delivered : 0 with a driver note stating Forgot to load / Not on truck ). In addition, the XXXX storage bed that was delivered could not be assembled or used as represented. Prior to purchase, the sales associate confirmed that the bed frame would accommodate our adjustable base without the slats installed. When the delivery team attempted installation, the bed could not be assembled in the manner promised and was therefore not usable as represented. Because of these problems, we communicated dissatisfaction with the order and intended to initiate a return of the entire purchase within the merchants stated 7-day return policy window. However, repeated delivery delays caused by the merchant pushed the final delivery attempt past the date when XXXX XXXX XXXX filed for bankruptcy. After the bankruptcy filing, the merchant refused to accept any returns and directed customers to file claims through bankruptcy court instead. As a result, we were prevented from exercising the return rights that existed at the time the purchase was made. I filed a dispute with Synchrony Bank. Synchrony issued a partial credit for items it classified as not delivered but denied the remaining balance of {$5000.00}. Their decision relied strictly on whether individual items were marked d elivered on internal records, without considering that the order was incomplete, that some items were incorrect and removed, and that the merchant refused to honor the return policy due to bankruptcy. Furthermore, Synchronys calculation of the remaining balance does not reconcile with the merchants own delivery documentation. Based on the original invoice and the delivery receipts, the merchandise actually remaining in my possession corresponds to approximately {$3800.00} in invoice value. Synchronys determination that {$5000.00} remains owed does not appear to reflect the actual items delivered and retained. I have requested a line-item accounting of how this amount was calculated but have not received a clear explanation. It is also important to note that XXXX XXXX, which issued the deposit payment for this same order, reviewed the identical facts and determined that the merchant failed to fulfill the transaction and refused to honor its return policy. XXXX XXXX closed that dispute fully in my favor. My concern is that Synchrony Bank did not adequately consider the broader dispute basis under the Fair Credit Billing Act, including goods not as described, unusable merchandise, and the merchants refusal to honor its stated return policy. Instead, the bank relied solely on whether certain items were ma rked as delivered, even where those items were incorrect, removed, or unusable. I am requesting that the CFPB review Synchrony Banks dispute handling process and ask Synchrony to re-examine this dispute, provide a clear itemized accounting of the remaining balance, and reconsider the denial in light of the incomplete and nonconforming delivery of the merchandise and the merchants refusal to honor its return policy.

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