Consumer complaint received 2025-06-03 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: MO

Complaint narrative:
Starting back in XXXX of 2025, as part of the start-up of a new liquor business called XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I launched an ads campaign with XXXX XXXX in order to locally advertise the new business. In the process of signing up for the ads, I received a spend {$500.00} and get {$500.00} advertising credit from XXXX. As the time went on for the running of the ad campaign, I was keeping a close eye on the advertising credit and saw that the " credit '' wasn't auto-applying as it should. I had noticed that it was charging me more than it should and beyond the threshold. When checking back, I had noticed that my budget per day was altered without my consent or knowledge. I immediately opened up a case dispute on the charges in XXXX 2025 with Synchrony Bank from my previous billing cycle in XXXX  2025 explaining to them that I was wrongfully over-charged for these ads. In the mean-time, I tried to cancel the campaign and the ads from running but XXXXXXXX XXXX deliberately suspended my account thus preventing me from cancelling them from running. I did manage to find a different setting that allowed me to " cancel '' the account but the campaign was still active and running. The only other choice it led me to in order for XXXX to stop charging my card was to cancel the card and get a replacement number. In XXXX of 2025, we received temporary credit during Synchrony 's investigation. In XXXXXXXX 2025, we were informed that the credit had been reversed and the balance that accrued solely from XXXX still had to be paid. We filed for a second dispute with Synchrony giving them even more extensive and sufficient information about what XXXX had done as well as their deceptive business practices with the credit promo. We even tried to show them that we couldn't even cancel the campaign for the ads either. Another thing we tried to show them was that XXXX would not let us remove the payment method from the account and kept trying to force us to insert a different payment method. They ruled in favour of XXXX for the second time in XXXX 2025 despite the evidence that they presented being super out-dated. They refused to look into our case any further and did not do any due diligence to make things right at all. In addition, we tried to contact XXXX in order to resolve the dispute but however, there is no legitimate way to get through to XXXX from what we've done from calling them to trying to fill out a help form on XXXXXXXX XXXX  trying to see if we could send an email to them. We are truly very unsatisfied, not only from XXXX but from Synchrony bank as well considering we basically got scammed for advertising that was not only over-charging me but also did not work to promote my business.

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 non-monetary relief