Consumer complaint received 2025-11-21 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:
Timeline of Events Unauthorized Charges & Dispute Handling Consumer : XXXX XXXX Account : PayPal Credit ( Synchrony Bank ) Unauthorized Charges : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX fraudulent charges appear on my PayPal Credit account. 
I did not authorize these transactions. 
XXXX XXXX XXXX I contact Synchrony Bank to dispute both charges. 
Synchrony claims the item was mailed to your address, but provides no proof or documentation. 
XXXX XXXX XXXX XXXX  Multiple phone calls made to Synchrony requesting investigation updates.

Synchrony continues giving the same generic explanation with no supporting evidence. 
No merchandise is delivered during this period. 
I continue receiving emails from Synchrony stating I have an account notice, but their system is unavailable and will not display the notices. 
XXXX XXXX XXXX XXXX XXXX  ) A damaged, re-taped box arrives at my XXXX months after the alleged purchase date. 
I do NOT open it because I never placed any order. 
XXXX tracking can not locate or verify the package ; screenshot included. 
I again ask Synchrony to identify the merchandise. Their descriptions change repeatedly : Unknown Beauty products Weight-loss products No item description available XXXX XXXX I request Synchrony provide documentation : order confirmation, invoice, tracking number, receipt, merchant details. 
They provide none. 
XXXX XXXXynchrony representative XXXX stays on the phone while I call the merchant. 
Merchant confirms : No order exists under my name or email They no longer recognize the company tied to the charges They advise me to contact an additional support email I email the support address. They also confirm : No order exists No record of any transaction under my information XXXX XXXX I attempt to return the damaged box but can not do so because no order number exists. 
I inform Synchrony ; they continue insisting the charges are valid. 
XXXX  Registered Letter & Synchronys Written Response XX/XX/XXXX I send a registered/return-receipt letter demanding removal of fraudulent charges. 
XXXX tracking initiated. 
XX/XX/XXXX Synchrony issues a written response stating they were unable to validate a quality defect, showing they misunderstood or did not read my letter. 
No reference is made to unauthorized charges or my documentation. 
XX/XX/XXXX XXXX confirms Synchrony received my registered letter on this date. 
Their written response was issued XXXX days before receiving my letter, indicating no investigation occurred. 
XXXX Ongoing Issues XXXX Synchrony repeatedly closes disputes without reviewing new evidence.

No documentation is ever provided to support their determinations.

Synchrony continues attempts to collect the disputed charges. 
I am unable to access notices due to repeated app error messages. 
Multiple fraudulent PayPal emails receivedraising security concerns. 
XXXX  Consumer Impact Nearly XXXX year attempting to resolve the fraudulent charges Significant time lost in calls, documenting evidence, and follow-ups Stress and frustration due to lack of investigation Fear of credit damage to my XXXX score Loss of trust in PayPal services Forced to close my PayPal account due to safety concerns XXXX  Current Status ( as of XX/XX/XXXX ) Charges remain on my account despite extensive documentation proving fraud Merchant has verified no order exists Synchrony has not complied with the Fair Credit Billing Act ( FCBA ) investigative requirements This matter now requires intervention by Consumer Financial Protection Bureau ( CFPB )

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