Consumer complaint received 2026-02-04 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: NV

Complaint narrative:
I am filing a complaint regarding Synchrony Banks handling of a credit card dispute on my TJ Maxx XXXX and the unreasonable barriers placed on my ability to submit required documentation. 

On XX/XX/year>, a charge for {$49.00} posted to my account from a merchant operating under the name XXXX XXXX. The merchandise received was materially misrepresented, defective, and not as described. The seller advertised leather shoes that were not leather, were grossly mis-sized, and arrived with defective stitching already unraveling upon receipt. The seller failed to honor its published return policy and required international return shipping to XXXX at my expense, then closed my support ticket and ceased communication. 

Additionally, on XX/XX/year>, there was an unauthorized inquiry and address change attempt associated with my credit card account that required me to cancel my card and obtain a replacement. This suspicious activity was reported at the time I initiated the dispute. 

Synchrony Bank instructed me to submit all supporting documentation by fax. I attempted to fax my dispute packet numerous times using multiple fax machines, including commercial scanning/fax services, and each attempt resulted in error messages indicating the fax number was not functioning. I called Synchrony Bank repeatedly ( approximately XXXX to XXXX times ) requesting an alternate fax number or another method to submit documentation. Each time I was told there was no alternate fax number and no other way to submit materials. 

I was then instructed to wait up to ten business days for a replacement credit card in order to access an online portal to upload documents. This creates unnecessary delay and effectively prevents timely submission of dispute evidence. I have already prepared a complete, organized dispute packet of approximately fifteen pages, yet Synchrony Bank has provided no reliable method for me to submit it. 

I believe Synchrony Bank is placing unreasonable procedural barriers on consumers attempting to exercise their rights under Regulation Z to dispute inaccurate charges. The inability to transmit documents by the only method provided, combined with repeated refusals to offer alternatives, has obstructed the dispute process entirely. 

I am requesting that Synchrony Bank : Accept my supporting documentation without further delay Properly process my dispute and issue a full credit for the misrepresented and defective transaction Correct the lack of functional submission methods for dispute evidence This experience has caused significant frustration and unnecessary time burden while attempting to resolve a clear case of deceptive merchant practices and potential account misuse. 

Thank you, XXXX XXXX

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