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: HI

Complaint narrative:
On XX/XX/XXXX, I purchased tickets from XXXX to XXXX through XXXX ( Confirmation # XXXX ). 




Booking Confirmation Then, I received this itinerary on XX/XX/XXXX. This time, I was confident that our ticket exists. 



Then after a while, I tried to modify the dates of our flight due to personal reasons, and we offered them that we will pay for the extra amount. But the merchant refused assistance, so I kept original booking. 


Merchant email responses ( XX/XX/year> ) I tried it cancelling myself but when we found out it can not be refunded, then we let it be the same. 
Since my friend, the one I am supposed to fly with was skeptical due to their service, she checked the reviews of the merchant online and found out that they had issues with the merchant regarding their plane ticket being canceled on the last minute. 
So, we called the merchant if we could get the ticket from XXXX XXXX, which is the airline of our plane ticket. The customer support said we could get it from the XXXX XXXX website and so we did. 
After checking the XXXX XXXX website and contacting their customer support, we found none. Our ticket is not existing. 
We contacted the XXXX XXXX after and tell the worker about it and they said that its there. But again, theres none. So, we asked their IT customer support or the one that can help us. We called 4 times because the agent keeps on ending our call. During our last call with the XXXX XXXX representative, she admitted that the situation appeared to be a scam. 
So, we filed a dispute in Venmo. 

Then, on XX/XX/XXXX, {$1400.00} was rebilled on my Venmo credit card. So, I contacted XXXX XXXX again and checked the XXXX XXXX once again and found that our ticket is there. 


Proof of the plane ticket from XXXX XXXX through XXXX XXXX This calmed me down and so I fixed everything I need in the XXXX and here in XXXX. Since it was charged back before, I thought the dispute was cancelled already and everything is already settled. 
On XX/XX/year>, when I attempted to check in, XXXX XXXX informed me that my reservation no longer existed. XXXX XXXX later explained this was because I had filed a dispute previously, even though the charge had already been reapplied. The ticket was canceled without any notice or email from them. If I had not checked the night before, I would have discovered this only at the airport. 
They canceled the reservation without noticing or emailing me beforehand. If I didnt check in the night before then I would have discovered the cancellation only at the airport, which would have caused serious disruption. 
I called them to seek assistance but they said they could not give me the service I have purchased from them in the first place. 


Proof of seeking assistance from the merchant with their cancellation and rebilling They said they could not give me the plane ticket before XX/XX/XXXX. So, I dont have any choice but to book another flight from a different airline which costed me {$350.00} more, and forcing my companion not to go with me anymore. 





On XX/XX/year>, XXXX XXXX emailed me, but by then the damage had already been done. 

This situation caused financial loss, stress, and disruption to my travel plans. I am requesting that the {$1400.00} charge be reversed, as the service I paid for was not provided. 
Reasons Why I Am Disputing The merchant failed to provide the service purchased : the confirmed tickets were canceled by the merchant without notice. 
The merchant misrepresented the service, providing contradictory information about whether the ticket existed. 
The cancellation caused significant financial and logistical harm, forcing me to purchase a replacement flight. 
Request Since the service was not provided and the cancellation was solely the merchants action, I respectfully request that the {$1400.00} charge be reversed in accordance with the Fair Credit Billing Act. 
Thank you for your prompt attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX ( XXXX ) XXXX Account Number Ending in : 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