Consumer complaint received 2026-04-11 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: CA

Complaint narrative:
On XX/XX/year>, I was charged twice for {$370.00} by XXXX for a single purchase ( XXXX XXXX ). Only one charge is valid ; the second is a duplicate caused by a merchant processing error. On XX/XX/year>, there was a separate XXXX transaction for {$370.00} and a corresponding refund of {$370.00}. This refund is unrelated to the duplicate XX/XX/XXXX charge. I disputed the duplicate charge with Synchrony Bank in partnership with Venmo. However, the bank repeatedly misapplied the XX/XX/XXXX refund to the XX/XX/XXXX duplicate charge and incorrectly treated the issue as resolved. Dispute Timeline : 1st Dispute Dispute Date : XX/XX/year> Bank Response Date : XX/XX/year> Bank Response : A credit of {$370.00} ( dated XX/XX/year> ) was cited as resolution. Outcome : Dispute was closed by incorrectly matching the XX/XX/XXXX refund to the XX/XX/XXXX duplicate charge without proper investigation. Action Taken : I requested clarification on how the dispute was evaluated, how transactions were matched, and why the refund was incorrectly applied. Supporting documents were provided. XXXX Dispute Dispute Date : XX/XX/year> Bank Response Date : XX/XX/year> Bank Response : Same response repeated, citing XX/XX/XXXX refund as resolution. Outcome : Dispute again closed incorrectly without addressing the duplicate charge. Action Taken : I reiterated my request for clarification and resubmitted supporting documentation. XXXX Dispute Dispute Date : XX/XX/year> Bank Response Date : XX/XX/year> Bank Action : Temporary credit of {$370.00} was issued. Bank requested additional documentation On XX/XX/year> XXXX. Dispute Acknowledgement form ( signed ) XXXX. Any other supporting documentation to help resolve the dispute. My Action : XX/XX/year> ; Sent below forms and additional proof to the bank as asked : 1. Signed dispute acknowledgement form 2. Annotated credit card statement highlighting the disputed charge 3. Tabular explanation of transactions 4. XXXX receipt confirming only one valid purchase on XX/XX/XXXX Outcome ( XX/XX/year> ) : Previously applied Temporary credit was reversed by bank and my account was recharged with {$370.00} without proper justification. Action Taken : I again requested a clear explanation of the investigation and transaction matching. 4th Dispute Dispute Date : XX/XX/year> Bank Response : No response to date Outcome : Dispute remains unresolved Action Taken : I requested clarification on all prior dispute handling, including how transactions were matched and why the XX/XX/XXXX refund continues to be incorrectly applied. Given the repeated mishandling of this dispute across multiple attempts, I request that this case be reviewed by a senior dispute specialist or escalation team to ensure proper resolution.

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 monetary relief