Consumer complaint received 2026-05-15 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: IN

Complaint narrative:
I have repeatedly disputed a purchase made XX/XX/XXXX and provided extensive documentation regarding both the transaction and the dispute process, yet I continue to be ignored by my bank, SYNCHRONY/PAYPAL. As a client, I expect them to advocate for and protect me from fraudulent or improperly handled sales. During my most recent call with SYNCHRONY, I was instructed to fax my dispute materials along with a written explanation of the case. The fax was sent the morning of XX/XX/XXXX. Now, more than XXXX hours after sending the fax, SYNCHRONY has messaged me claiming that " no fax was received '' and " no dispute is open on my account '' after months and months of conversations about this issue. I purchased a couch from XXXX on XX/XX/XXXX and paid for in-home delivery because the item was too large, heavy, and unwieldy for me to transport myself. The delivery experience was unacceptable from the start. The delivery team arrived not in an XXXX vehicle or even a professional delivery truck, but as XXXX men in plain clothes driving a rented car. They dragged the boxed furniture across the parking lot, damaging the packaging and exposing the item to water and the elements. When they reached my hallway, I had to intervene personally to prevent further damage. Despite recently undergoing XXXX and being instructed not to lift heavy objects, I ended up helping carry the item into my home myself. The delivery workers also entered my home wearing muddy boots, damaging and dirtying the area. The entire purpose of paying for professional in-home delivery was defeated. Once the item was unpacked, it was clearly defective and damaged. It contained dents, creases, stains, a XXXX XXXX, loose staples, and obvious manufacturing defects indicating poor construction and structural instability. I immediately contacted XXXX. I was told that if I submitted photo documentation, I would receive a refund. I complied and provided extensive photographs through a lengthy email chain ( XX/XX/XXXX ). After doing so, XXXX stopped responding entirely. I then spent significant time attempting to reach someone again through chat, phone, and email. Eventually, I was again told that I would receive a refund if I called customer service directly ( XX/XX/XXXX ). When I called, XXXX changed its position and stated that the item could only be refunded unless I physically returned it myselfsomething impossible given the size and weight of the furniture. They expected me to hire another delivery service at my own expense. After explaining that this was not feasible, I was told my only option was a partial refund. I agreed to that compromise and was again instructed to submit photographic documentation. After I submitted the photos for the second time, XXXX reversed course yet again and claimed the item was NOT eligible for a partial refund because it was structurally unsound and therefore HAD to be returned. I agreed to return it on the condition that XXXX arrange pickup themselves. They refused. At that point, I informed them I would dispute the charge because they had left me with no reasonable alternative. To my surprise, the dispute was repeatedly ruled in XXXX favor without meaningful explanation. I reopened the dispute multiple times and submitted documentation each time. Throughout this process, XXXX and XXXX representatives repeatedly assured me that the charge would ultimately be reversed and that I simply needed to wait for the review period to conclude. Each time, after weeks or months of waiting, I was informed that the dispute had once again been resolved in XXXX favor. I can no longer continue this cycle. After the most recent denial, I asked the SYNCHRONY representative what options remained. I made it clear that I considered this charge fraudulent and would not pay it. I was advised to contact XXXX XXXX final time because XXXX had apparently justified denying the dispute by claiming they were willing to refund me if I returned the item. I then contacted XXXX again and explained that I was willing to return the furniture if they arranged pickup due to the items size and weight. This time, the representative explicitly stated that XXXX would send someone to retrieve it. I recorded this conversation and can provide both the audio and a transcription. However, after placing me on hold, the representative returned and stated : No, XXXX is done with this transaction. We dont want to refund it. That was the end of the conversation. At this point, XXXX has refused a full refund, refused a partial refund, refused pickup of the defective merchandise, and refused any meaningful resolution whatsoeverdespite acknowledging the items condition and despite previously stating they would resolve the issue. I HAVE EXHAUSTED EVERY POSSIBLE ATTEMPT TO NEGOTIATE THIS MATTER IN GOOD FAITH. I AGREED TO A PARTIAL REFUND. I AGREED TO RETURN THE ITEM. I FOLLOWED EVERY PROCEDURE REQUESTED OF ME AND PROVIDED EXTENSIVE DOCUMENTATION MULTIPLE TIMES. My bank has done nothing to support or advocate for me. I have closed my account and they continue to charge me for the total balance of the item. I WILL NOT BE PAYING IT

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