Consumer complaint received 2026-02-22 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 filing a complaint against Synchrony Bank regarding my XXXX XXXX XXXX ( account ending in XXXX ) for failing to conduct a reasonable investigation of a billing dispute, violating my rights under the Fair Credit Billing Act. 

The dispute concerns a charge of {$140.00} out of a total {$180.00} transaction made with the merchant XXXX on XX/XX/XXXX. I opened a dispute because the purchased service was not provided : the airline ( XXXX ) cancelled the scheduled flight. 

I provided Synchrony Bank with clear documentation demonstrating that the airline cancelled the flight on XX/XX/XXXX. Despite this, on XX/XX/XXXX, Synchrony Bank closed my dispute in the merchant 's favor, stating : " The information we have on file shows that the purchase or service was not cancelled according to the merchant 's cancellation policy ''. 

This reason is factually incorrect and ignores the core premise of the dispute. I did not cancel the service ; the service provider cancelled it. By treating an airline-initiated cancellation as a buyer-initiated cancellation, Synchrony Bank failed to evaluate this as a " Services Not Provided '' chargeback. The merchant 's internal policies do not override federal regulations or network rules regarding services that are paid for but never rendered. Furthermore, the airline confirmed they already refunded the agency ( XXXX ) for this ticket. 

Synchrony Bank 's failure to properly review my submitted evidence has allowed a merchant to unjustly retain my funds for a cancelled service. I request that Synchrony Bank reopen this dispute, review the evidence under the correct " Services Not Provided '' classification, and issue a permanent credit of {$140.00} to my account. 

DOCUMENTS : Dispute closed against XXXX XXXX - Irrelevant reasons.pdf : Specifically Page XXXX. This shows Synchrony 's exact failure : citing that " the purchase or service was not cancelled according to the merchant 's cancellation policy, '' proving they fundamentally miscategorized your dispute. 

XXXX  : This proves I clearly explained to Synchrony that both flights were cancelled by the airlines and that I did not receive the services. It shows I provided the correct narrative, which they ignored. 

XXXX. XXXX - Booking XXXX Action needed_ XXXX canceled your flight to XXXX XXXX please check your options.pdf : This proves I have indisputable evidence that the XXXX cancelled the flight, which Synchrony should have seen and used to rule in my favor under " Services Not Provided. '' XXXX. Screenshots.pdf : Page XXXX reinforces that the carrier executed the cancellation. 

Note that I had also provided ample additional evidence to Synchrony as stated in " XXXX XXXX I can provide yet again upon request.

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