Consumer complaint received 2025-07-21 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: SYNCHRONY FINANCIAL
State: MI

Complaint narrative:
I purchased a phone from XXXX XXXX that was recieved defective. It would not charge. I notified XXXX  who sent me a return label to send it back. There was also an issue of the other phone I ordered not having been shipped and they messed up the order. I was assured that I would not be charged a restocking fee as it was defective. They acknowledged receipt of the phone, but then said it had a scratch on it and attempted to refund me a very small part of the amount I had paid. I had taken a photo of the phone when shipping it and it was scratch and damage free. I provided this to Venmo  also. I requested the phone be returned to me in that case as I also had insurance on it and other ways of dealing with it if this was their stance. They were to attempt to ship it back to me. However, they then issued another partial refund that I'd had no discussion or agreement with them for. Please see the XXXX Venmo refunds attached. I have not gotten any further response from XXXX about this. I then filed a dispute with Venmo. The purchase was made online using my Venmo XXXX  card and should have been covered by the XXXX XXXX XXXX advertised by Venmo and meets all the requirements of this. There is also an advertised written promise from XXXX that they will make a full refund if you are unhappy with your mobile device for any reason. The item was DEFECTIVE and not just something I was unhappy with. The amounts that have been refunded make no sense. I was told by Venmo in writing that I would receive a provisional credit in the remaining amount if the investigation was still going past XXXX  days. I filed the dispute on XX/XX/XXXX. They changed the date to XX/XX/XXXX, but can not explain why. I am told that XXXX  has not responded to any requests, which I am the customer and was given XXXX  days. I am unsure why they are afforded an unlimited timeframe as Venmo claims there is no affiliation with XXXX. I have asked for information for filing a complaint with Venmo and they will not respond. The refuse to provide the chat logs with customer service now but did up until I began questioning why they do not follow through with their promises. I have in writing what they claim will be done but refuse to now do with no explanation. I have provided all requested documentation and information in a timely manner XXXX now. I was told in no uncertain terms that the credit would be applied to my account and they refuse to do so. I have sent them proof of this and they refuse to respond. When I attempt to inquire via chat, they do not respond but give a very generic reply every XXXX minutes and refuse to give any information on how to make a formal complaint. I have been told I'd be contacted in XXXX hours, then XXXX  days, then XXXX  days, and never once have they actually contacted me. My inquiries are ignored. I can provide chat logs up until a week ago when they refused to give the information to me and that makes no sense. If they do not want me to have proof of the things they are telling me, that alone says there is a problem with the integrity of Venmo. They have outright lied and made statements that would pacify a person for a short time but they have not at anytime followed through with any of their statements or promises. I have been respectful and patient but they need to be honest and accountable, and do what they say, especially when they advertise these promises to gain customers. There is no transparency and I have never been so blatantly lied to by a company that is trusted with so many folks money.

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