Consumer complaint received 2025-07-19 00:00:00
Product: Credit card — Store credit 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:
Please reference XX/XX/XXXX - XXXX, XX/XX/XXXX - # XXXX and XX/XX/XXXX - XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX XXXX | ( XXXX ) XXXX XX/XX/XXXX To : Consumer Financial Protection Bureau Re : Formal Complaint Mishandled Dispute Regarding XXXX Order # XXXX Dear CFPB Representative, I am submitting this formal letter to supplement my previously filed complaints ( CFPB Case # XXXX and # XXXX ) regarding Synchrony Bank 's ongoing failure XXXX XXXX address my billing dispute related to XXXX Order # XXXX. 
This matter stems from the purchase of a gazebo, advertised by an XXXX third-party seller as XXXX x XXXX feet, and shipped on XX/XX/XXXX. Upon professional assembly, it became clear that the actual usable footprint of the structure was only XXXX x XXXX feet substantial and material misrepresentation that rendered the product unsuitable for my intended space. The listing failed to disclose that the stated dimensions referred solely to the canopy overhang Timeline of Good Faith Efforts : XX/XX/XXXX : Initial email to XXXX Customer Service. 
XX/XX/XXXX : Formal dispute letter sent to XXXX XXXX XXXX. 
XX/XX/XXXX : XXXX from XXXX XXXX XXXX ( XXXX ) stating : I am going to request for the seller to provide a partial refund. 
XXXX : Multiple emails from the seller via XXXX offering {$20.00} ; all XXXX by me in good faith. 
XX/XX/XXXX & XX/XX/XXXX : Amazons Customer Relations repeated : We review every report and will take the necessary action to ensure the issue is resolved. 
XX/XX/XXXX : I posted a one-star review on XXXX reflecting XXXX experience. 
XX/XX/XXXX : Misrepresentation letter sent to XXXX XXXX XXXX. 
XX/XX/XXXX : Synchrony Bank acknowledged receipt of the billing dispute. 
XX/XX/XXXX : I submitted a detailed letter to XXXX Dispute Resolution team explaining the events and requesting a full refund of {$610.00}. 
XX/XX/XXXX : Synchrony denied my claim, citing only that merchandise was received, without addressing the root issuematerial misrepresentation. 
XX/XX/XXXX : Formal complaint letter sent to Synchrony requesting reconsideration. 
XX/XX/XXXX : Synchrony issued a new denial, this time stating they could not validate a quality defect, despite the fact that my dispute never alleged a product defect. 
XX/XX/XXXX : Third CFPB complaint filed ( Case # XXXX ). 
To date : Synchrony has now issued XXXX form-letter responses, failing to address the actual nature of the dispute. 

I have XXXX Synchrony Bank accounts, each with a {$10000.00} credit limit, and maintain XXXX balances. I do not revolve balances or carry debt. My XXXX XXXX is XXXX, and I have been a loyal XXXX XXXX customer for 20 years, with hundreds of successful purchases paid in full immediately upon receipt. This transaction was no exception. 
Under the XXXX XXXX Billing Act ( 15 U.S.C. 1666 ), card issuers are required to : Promptly and fairly investigate billing errors. 
Provide written explanation of findings ; Address claims involving misrepresented goods or services. 
Despite providing detailed, timely, and repeated documentation, Synchrony continues to respond with templated letters, refusing to engage with the clear evidence of material misrepresentation and merchant refusal to provide a remedy. Their response violates both the intent and requirements of the XXXX. 
I am respectfully requesting that the CFPB : XXXX. Intervene to compel Synchrony Bank to properly review the original dispute based on the claim of misrepresentationnot product defect. 
XXXX. Ensure Synchrony stops issuing generic denial letters and provides a substantive, fact-based decision. 
XXXX. Require Synchrony to issue a full refund of {$610.00} to my XXXX XXXX XXXX account in accordance with the XXXX and applicable credit protections. 
I would be happy to provide any additional documentation or correspondence if needed. Thank you for your time, and for your commitment to protecting consumers from unfair credit and billing practices. 
Sincerely, XXXX 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