Consumer complaint received 2025-06-16 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: CO

Complaint narrative:
This is about PayPal Mastercard by Synchrony Bank. I had an original charge of {$480.00} for a car service diagnosis and labor/parts fix. The shop XXXX XXXX did not diagnose the car correctly, admitted to guessing, and would not uphold their warranty that they stated on their terms and conditions. I went to a third party mechanic and showed they they mis-diagnosed the issue and I provided a document proving this. The credit card company has denied me twice based solely on saying I signed the terms and conditions ( but of course does not acknowledge that the same terms and conditions state that I have a warranty on this that the shop illegally did not uphold ), but I did not file the dispute as a charge that I did not authorize - I filed the dispute under a " defective service '' so being the one to sign the terms and conditions does not prove anything because that is not what I am disputing on. The dispute area will not acknowledge my documents I sent ( I sent proof and maybe 10 pages of documents that I do not believe they have read ) and will not allow a person from that department to speak with me about it even though I have requested this multiple times. I have asked for all documents to be sent to me related to these disputes and have never received them. I have told them that XXXX different times or more. I have asked if they can email, send a signature required mail, fax, and they won't do it. If their documents are not showing up it is a reasonable and fair request to ask for a different avenue of getting the items or at least having tracking on the items so they can prove that I am getting them. They just keep saying they send to me and I never receive one thing. I have legal access to those documents that they are withholding. The credit card company also sends emails that say " documents enclosed '' and to access a synchrony portal to get to the documents. But when you go to the synchrony bank website, they just send you back to PayPal, so their message center is fraudulent and inaccessible. This is also a known issue if you XXXX synchrony bank message center. Nobody can get into this, which seems like a legal breach. 

So then it gets worse. So I call in on XX/XX/year> XXXX XXXX XXXX to ask about my re-dispute on the {$480.00}. The agent tells me that my dispute was file in my favor and this is a permanent result and I will be credited the {$480.00}. I end up calling back that same day at XXXX XXXX time to let them know I do not see the credit. The XXXX agent also says my dispute in in my favor and looks through my statements to find the credit. Then that call gets disconnected. So I have XXXX agents tell me that it was in my favor and I will get a permanent {$480.00} credit. So I wait and do not see a credit so I call back on XX/XX/year> at XXXX and now the agent is saying I did not win the dispute. I am mad because I was told it was won in my favor, that I was going to get that money back, so I relied on that information and spent that money accordingly. I said they need to honor what they told me because XXXX agents told me the same thing and they say they will escalate a request to listen to those calls. Today XX/XX/year> XXXX- they call and leave a voicemail and say OOPS the first agent did tell you that you won the dispute. Oh and the second was researching and got disconnected. I Call back XX/XX/year> at XXXX to talk to them about it because they need to honor that {$480.00} credit. That they were negligent, misrepresentation, inconsistent communication, withholding documents related to the dispute, have an inoperable online portal for documents, have a dispute process that does not acknowledge the documents I sent in. I have legal rights to view all the documents related to the claim and they are withholding. All these calls are on recorded lines. I requested an escalation to this persons manager, a call back from the dispute management, and a re-review of that XXXX agent call because they are not being accurate about what was said in that call and how the XXXX agent also gave the wrong information. So they are withholding accurate information to benefit the company because of course they don't want to document that XXXX agents told me I won. 

I need this {$480.00} credit back on my account. This is gross negligence and misrepresentation. The dispute process also does not seem legal because they will not provide me the documents or access to speak to the dispute team since they are not reviewing my claim properly. I have legal rights to get a fair dispute process on my claim and legal rights for the supporting documentation and I am not getting either of those.

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