Consumer complaint received 2025-09-04 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:
b"To: Synchrony Bank c/o paypal MC                                     \nAttn: Billing Inquiries\nXXXX XXXX XXXX XXXX XXXX XXXX  \nRe: Notice of disputed charge to Account No. XXXX XXXX XXXX XXXX  \nDear Billing Inquiries Division:\n \nI am writing to dispute a charge of XXXX to my credit card account on XXXX XXXX XXXX. The charge is in error because I returned the items on XXXX XXXX XXXX  and I received an email confirmation on XXXX XXXX XXXX that a refund XXXX  was due to me.  See email from XXXX XXXX  dated XXXX XXXX XXXX that the refund was successfully processed back to my PayPal MC account and to contact my bank for processing times.  \nEvents of what happened:  \nI saw a couch I wanted online, but I wanted to see it in person before I bought it. I went into the store and saw it, then the sales guy offered to write up the order in-store, not knowing that he was going to charge me more money for the sectional couch and more for delivery too. I went home and canceled the in-store order and re-ordered for the lower price online using the information on the original sales receipt written by XXXX XXXX in the store. The difference was that the sectional couch online is XXXX  but in store I was charged XXXX  also for delivery, online would have been XXXX if elected, but they charged me XXXX in store. (Note: I re-ordered the couch online in the same configuration as the sales guy ordered in store, to match the configuration of the floor model.) When the couch was delivered on XXXX XXXX XXXX immediately noticed it was the wrong configuration after unwrapping the arm chase portion of the couch. (Note: I did not pay for the delivery out of frustration with the different delivery charges in store vs. online for the same white glove service; otherwise, I would have been able to detect the problem and send it back with the delivery team.) Thus, within an hour of delivery, I called XXXX XXXX and from that point on, I've been getting the run around on pick up and refund. They finally picked up the sectional on XXXX XXXX and confirmed a refund for XXXX XXXX XXXX XXXX  but so far, I have not gotten a refund. Every time I call or email XXXX  they tell me they will respond in 72 hours or check on the status, but no direct answers. My last attempt to both email and call XXXX XXXX about the refund was on XXXX XXXX XXXX, and those were the responses I received.  \n \nI am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement.\n \nEnclosed are copies of (1) Email from XXXX XXXX confirming the return of the sectional chase with pictures, (2) Email from XXXX XXXX confirming the attempt to refund the XXXX   Please correct the error on my account promptly; (3) Email dated XXXX XXXX XXXX  stating that the refund was processed successfully back to my original payment method.  \n \nSincerely,\n \nVickie Ingram\n \nEnclosures: (1) Email from XXXX XXXX confirming return of sectional chase with pictures, (2) Email from XXXX XXXX  confirming the attempt to refund the XXXXn3); (3) Email dated XXXX XXXX XXXX  stating that the refund was processed successfully back to my original payment method.\n\n\nUpdate:  I spoke to a rep at Paypal MC on XXXX  at approximately XXXX and they stated did not receive the refund back to my original payment method as the rep at XXXX XXXX claimed in the email addressed on 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 monetary relief