Consumer complaint received 2026-01-22 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: NJ

Complaint narrative:
I am submitting this complaint regarding Synchrony Banks improper handling and denial of my credit card dispute, which involves a clear breach of contract and non-delivery of services. 

Financial Institution : Synchrony Bank Card : TJX Rewards World Mastercard Dispute / Claim Number : XXXX Amount : {$480.00} Date of Charge : XX/XX/XXXX Merchant : XXXX XXXX  ( booked via XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX   Summary of the Issue I purchased an excursion titled XXXX XXXX XXXX XXXX XXXX XXXX while vacationing with my family in XXXX. The transaction was for {$480.00} and was based entirely on two advertised and named experiences : 1. XXXX XXXX XXXX  XXXX. A visit to a XXXX XXXX with admission included Neither of these core services was delivered. 

Despite submitting a dispute for non-delivery of services / breach of contract, Synchrony Bank denied my claim multiple times. I believe this denial was improper and not consistent with Mastercard chargeback rules or basic consumer protection standards. 


Details of the Breach of Contract XXXX XXXX : The excursion promised a stop at XXXX XXXX where participants could experience these beautiful creatures up-close and see the turtles swim beneath you from the pier. 
Result : XXXX turtles were seen. No viewing opportunity occurred. The number of turtles was not limited. It was XXXX. The promised experience did not materialize in any form. 

XXXXXXXX XXXX  : The excursion advertised a stop at the XXXX sanctuary and explicitly included Entry/Admission XXXXXXXX XXXX XXXX XXXX 
Result : There was no entry or admission to a sanctuary. The bus pulled over to the side of the road with limited shoulder and pointed to where they usually are. The flamingos were so far away they were completely invisible and impossible to see or appreciate. Zooming in with a professional camera couldnt even result in a quality picture. No disclaimer was provided at booking that sightings were not guaranteed or that animals could be too distant to view. 


Why the Denial Is Improper The tour operators admitted they did NOT provide the service and their only defense is providing the explanation that animals are unpredictable. This does not excuse charging consumers for an experience that did not occur. This was not a partial dissatisfaction, it was a total failure to deliver the named and advertised services. The THING we were paying for, XXXX XXXX XXXX  were NOT provided. 

Synchrony Bank appears to have accepted the merchants explanation without properly evaluating : The advertised contractual promises and admittance by the merchant that the service was not provided The complete lack of delivery of those services Mastercard chargeback standards for non-delivery and breach of contract Providing transportation and bottled water does not constitute fulfillment of an excursion sold specifically for turtle and flamingo viewing. 

Resolution Requested I am requesting CFPB assistance to require Synchrony Bank to : 1. Properly re-evaluate this dispute under Mastercard rules for non-delivery of services 2. Reverse the denial 3. Issue a full refund of {$480.00} I have prepared and can provide detailed written documentation, including a formal re-dispute letter outlining the contractual failures.

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