Consumer complaint received 2025-08-29 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: SC

Complaint narrative:
I am disputing a charge on my credit card account with Synchrony Bank, which appeared on my card on XX/XX/2025. The charge, in the amount of {$6500.00}, was made to XXXX XXXX XXXX, a program of XXXX XXXX XXXX XXXX. The company did not provide the services as promised in the contract. I cancelled the service and requested a full refund through XXXX, which they agreed to do. However, they did not refund me. I thus reported this transaction as fraud to XXXXSynchrony Bank XXXX and provided ample documentation ( over XXXX pages of evidence ) showing that the company failed to provide the agreed services. 

I submitted a formal dispute letter in accordance with the Fair Credit Billing Act ( XXXX ) within the required XXXX window and included evidence ( e.g., a copy of the contracts, official communications with the company, other customers ' similar issues with the company, FBI investigation XXXX, etc. ). After admitting to making administrative mistakes in the first XXXX disputes I filed with Synchrony Bank, I filed a third and fourth time. Every time Synchrony Bank sends me the same rejection letter with the only explanation being, " We have received no proof that a credit is due on the account from you and or the merchant. '' Over the last XXXX months, I have called the Synchrony Bank Dispute Department and spoken with XXXX different managers, all of whom have agreed that this explanation is strange due to the overwhelming amount of evidence I have submitted in my favor. However, none of these managers has been able to give me any explanation for why my dispute keeps getting denied. I have further requested that the managers mail me the evidence I sent them, which they have promised to do, but I have never received it. Additionally, I have requested to speak with their XXXX team regarding this matter, which they have promised to set up, but I have never received a call from them. I have recorded my conversations with these Synchrony Bank Dispute Department XXXX  and can provide those recordings if needed. 

This same dispute regarding XXXX has been filed by about XXXX other customers with XXXX, XXXX Bank, XXXX, and XXXX XXXX, all of which have ruled in the cardholder 's favor. Synchrony Bank is the only financial institution that has not upheld the cardholder 's agreement in this matter. According to the cardholder 's agreement, this situation should qualify me for a refund through Synchrony Bank. However, Synchrony Bank has been continually stalling and failing to uphold the legal terms of the contract. 

I am requesting the CFPBs assistance in compelling XXXXSynchrony Bank XXXX XXXX its legal obligations under the XXXX and XXXX this fraudulent charge from my account.

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