Consumer complaint received 2024-12-11 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: PA

Complaint narrative:
XXXX XXXX XXXX I had reviewed a home remodel project for XXXX bathrooms, a front door, front porch and structural beam with XXXX XXXX XXXX XXXX. After my asking and their providing their Proof of Liability and a Contractor Registration number, I signed an estimate provided by XXXX XXXX XXXX XXXX XX/XX/XXXX. XXXX verbally agreed would be done by end of XXXX as I had Renters coming in XXXX XXXX. 
XXXX est. {$65000.00} Initial deposit {$25000.00} ( check ) XXXX. By the end of XXXX, my bathrooms were just gutted. Nothing complete. 
a. There were a few items that came up that caused delays, but I was told at the time it was just a couple of days, maybe a week. 

XXXX XXXX - XX/XX/XXXX - {$10000.00} ( ACH ) XXXX. I had to cancel rentals from my rental property starting XX/XX/XXXX as they were NOT done. 
XXXX XXXX - XX/XX/XXXX - {$17000.00} ( XXXX ) XX/XX/XXXX- XXXX XXXX called asking for final payment. He indicated he was 90 % done. I stated I would not pay full, but the amount up to 90 % that he says was completed. {$6200.00} ( Synchrony Bank XXXX ) -- > I made this with Visa as the house is XXXX hours away and I was not able to verify the work right away. 

XXXX. XXXX was then shut down on XX/XX/XXXX by the township for not filing permits. 
XXXX. They failed to file permits in a timely manner. They then began looking for contractors to sign off on work they did. 
XXXX. XX/XX/XXXX, XXXX weekend, I visited my property. It was in shambles, materials everywhere. No flooring, very little tiling, no fixtures, lighting in place. They were not 90 % done either of the bathrooms, let alone the estimated work. I called Synchrony and verbally filed a dispute. The indicated I should submit a form. 
XXXX. On XX/XX/XXXX I hired legal counsel and fired XXXX after they failed to file for said permit ( one they should have had done in XXXX Not filed still in XXXX ). I also submitted to PayPal/ Synchrony Bank their " Dispute Acknowledgement Form ''. 

During the lawsuit, I found out : - He didnt have the proper licensing to even issue the estimate he provided! The license he gave me was XXXX. 
- The estimate he provided was not legal by state of NJ. 
- He didnt file the proper permitting and got shut down by the zoning office. 
- He had employees who were not certified do the plumbing and electrical work. 
- I had originally disputed and informed Synchrony well within the original 30 days to NOT pay this man. 

After waiting to hear back from PayPal, I called back and was told I was denied, the rep indicated XXXX said they weren't cancelled. Since then I filed many more disputes with Synchrony. Up until XXXX, I did not get any notification other than a dispute was entered. After the initial " your dispute has been entered, you will hear back in XXXX days '', Nothing. No mail, no email, no resolution. I would have to call back, speak to a rep to find out I was denied.

I was billed for services not provided.

The services billed werent delivered. 
I was overcharged. 

Synchrony indicates XXXX " Said '' they reached out to XXXX and he said the work was provided. 

- I sent Synchrony my lawyers lawsuit documentation which documents his illegal activity, I sent an image of the " Stop Work '' notification.

- I sent Synchrony images of my property and the state in which he left it in ( saying he was 90 % done ). He was no where near 50 % done. All the work he did had to be re-done by professions. 
I had to pay an actual Home Improvement Contractor to get the work redone. 
- I sent Synchrony all the receipts for the work that had to be re-done and laid out the overall costs. 
- I had to return/ lost $ XXXX in rentals for majority of the summer season. I informed Synchrony of this too. 
- I sent all this to Synchrony and when I called XX/XX/XXXX regarding the last dispute outcome, the rep indicated " no new information had been provided ''. I asked what can I do? He apologized for the situation I was in and couldn't believe it. He said he wasn't sure what I can do. That there is no way to speak to someone higher. There was nothing he could do. He said I could file a complaint with their complaint department, which I'm doing. 

Why do I have to jump through hoops when I provided 100 % concrete proof XXXX XXXX XXXX XXXX was in the wrong, and all XXXX had to do was " SAY '' he provided the services. Really? I was their customer for over XXXX, if not XXXX. 

The only reason I can come up with what they are doing is they know this guy won't pay them back. Here I had told them not to pay him. They didn't listen to me ; they paid him ... and now they're after me because they know they won't see a dime from him. 

I fortunately won my lawsuit in XX/XX/XXXX, but unfortunately I do not think I'll ever see a dime come back to me. 

Synchrony billing : XX/XX/XXXX - {$6200.00} appeared on my statement XX/XX/XXXX - {$6200.00} was credited on my statement- tentatively XX/XX/XXXX - {$6200.00} re-added to my statement Had Synchrony held the credit, with all the payments I made between XX/XX/XXXX up to XX/XX/XXXX, as of XX/XX/XXXX, Synchrony would actually have owed me {$170.00}. All the fees and charges that accrued incorrectly between XX/XX/XXXX and XX/XX/XXXX would have been avoided. I actually stopped paying and cancelled the card on XX/XX/XXXX, in which case Synchrony owed me {$330.00}. 

To this date, Synchrony has held to the statement that I owe XXXX for work they never provided.

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