Consumer complaint received 2025-09-28 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: WA

Complaint narrative:
I am writing to formally request a full refund in the amount of {$2000.00} for my recent ticket purchase through XXXX XXXX with my PayPal Mastercard that is facilitated by Synchrony Bank. The seats I purchased for the XXXX concert in XXXX at XXXX XXXX were sold at premium pricing but failed to disclose that they were partially obstructed view seats. This omission had a severe and material impact on our concert experience. 

The tickets or ticket listing did not indicate any obstruction, yet the seats provided a restricted view of the performance. The overhang as well as the press boxes blocked more than 25 % of our view. We were unable to see the full screen showing the band throughout the performance, the artists heads were blocked by the overhang from the press box, and we couldnt see any of the confetti displays or the fireworks that were integral parts of the show. I checked my tickets multiple times and the listing, and nowhere did it state that there was a partially obstructed view. 

I immediately contacted XXXX XXXX chat support the day after the concert. The representative was dismissive and unhelpful, stating that nothing could be done as the venue policy states it was unobstructed. However I quickly corrected him that XXXX is primarily used for soccer/futbol events for which there is no screen or fireworks show and so the overhang does not block soccer. However for concerts the overhang absolutely does block views and hundreds of users have posted on a view from my seats website confirming the same. The support agent said he would submit an investigation, but I just got an email saying they did not find any issue and closed the investigation, the email says to appeal, reply to the email, but when I do that I get an auto-response that the email is not monitored and I need to go to customer support chat again. So I went back to the chat, explained everything again, they filed another investigation, same result, same email error. Each time I submitted photo evidence of the obstruction and tickets. 

I have gotten nowhere with XXXX XXXX support. I also emailed their legal team on XX/XX/year> requesting arbitration if the issue is not resolved within 14 days. I still have no response. I submitted all evidence in that email, and that email address did not send an automated response so I assume that is monitored they have just chosen not to respond. 

I also attempted to dispute via PayPal Mastercard however they redirect you to Synchrony Bank and I have not received a response.

I paid {$2000.00} for the 2 tickets for my daughter and I. At that price, it is unreasonable and unacceptable to receive seats with an obstructed view. It was a compromised and disappointing experience on what was meant to be a milestone celebration for my XXXX birthday. 

Beyond the ticket cost, I incurred substantial additional expenses flying from XXXX, XXXX, to XXXX, XXXX for this event. The concert was the centerpiece of this trip, on my actual XXXX birthday XX/XX/XXXX, making the obstruction all the more significant.

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