Consumer complaint received 2026-04-02 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: NJ

Complaint narrative:
We contacted the seller within the first month after installation when the defects became evident, not as a late cancellation but due to a defective product from inception. This complaint involves a defective water filtration system financed through Synchrony Bank. From the first month after installation ( XXXX ), the system began failing. We contacted the seller immediately due to malfunctioning performance and issues with the product not working as promised. At that time, we requested a return. The seller refused to accept the return and stated that since the product had already been paid for, it belonged to us and they would not take it back under any circumstances. We were told we could do whatever we wanted, but they would not accept the product. This shows clear refusal to resolve a defective product issue. Although the contract mentions a XXXX cancellation period, we reported defects within the first month once we discovered the product was not functioning properly. This is not a late cancellation issue, but a defective product from the beginning. The product was also sold under misleading circumstances. The salesperson was someone known to us through our church, which created trust that was later abused. We relied on verbal promises that were not honored, including the functionality of the system and expectations about the product. We spent months trying to resolve the issue directly with the seller before contacting the bank. After getting no resolution, we filed disputes with Synchrony Bank and submitted extensive documentation, including photos of the defective system and records of communication showing ongoing issues. Despite this evidence, Synchrony Bank failed to properly resolve the dispute and repeatedly directed us back to the seller. This forced us into accepting a replacement system we did not want, instead of resolving the issue. We continued making payments only to protect our credit, not because the issue was resolved. We paid for months without being able to properly use the system, resulting in financial loss. Even after replacement, the system continues to fail. We are now being told that we must pay additional costs ( approximately {$450.00} ) to repair a system that has been defective since the beginning. We are currently unable to use the water system safely and have experienced property-related concerns as a result. This is not simply a product quality issue. This is a case of : - Defective product from inception - Misrepresentation in the sale - Failure to resolve within a reasonable time - Financial harm due to forced payments - Improper handling of the dispute by the bank Under the FTC Holder Rule, Synchrony Bank shares responsibility for claims arising from the sellers conduct. The bank can not dismiss this matter as solely between the consumer and the seller. We are requesting : - Cancellation of the remaining balance - Correction of any negative credit reporting - A fair resolution considering the defective product and damages caused Synchrony Bank has failed to properly investigate and resolve this dispute despite clear evidence. We are seeking a full and fair resolution under consumer protection laws.

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