Consumer complaint received 2025-02-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Description of the Issue : On XX/XX/2025 and on XX/XX/2025, I attempted to file a dispute regarding XXXX unauthorized fees charged to my account labeled as ( XXXXXXXX XXXX XXXX XXXXXXXX ). Since submitting the dispute, I have contacted Synchrony Bank multiple times by phone, requesting written acknowledgment of the dispute and confirmation that it is being processed. Despite my repeated requests, I have not received any written confirmation of my dispute, which I understand is required by Regulation E. 
On XX/XX/2025, I was transferred to the third-party company by Synchrony Bank when I tried to file a dispute. The third-party representative told me, I opted in to the fees. I recorded the entire conversation after being hung up on for notifying the previous representative that I was going to record the conversation ( XXXX  is a two-party consent state, and their company has an automated disclaimer that the conversations are being recorded, which constitutes implied consent ). 
I then called again and asked to speak with a supervisor, who acknowledged that they record conversations, but their policy was to hang up whenever anyone advised them that they were being recorded. I explained that their recording disclosure constitutes implied consent, but the supervisor simply stated that this was their policy. The supervisor stated they would provide a refund for all the fees but refused to provide anything in writing stating so. 
On XX/XX/2025, after failing to receive anything from the third-party company, I contacted Synchrony again, requesting to file a dispute, and I have a voice recording of that conversation. At this time, they were again refusing to provide written acknowledgment and then tried to send me to the third-party company directly. I explicitly stated that I wanted to file a dispute through Synchrony, not through the third-party company. After being told there was a note of the dispute but still being refused written acknowledgment, I escalated the call to a supervisor, XXXX, who advised me that Synchrony Banks policy did not allow their department to file formal disputes for fees. I asked why, and she stated that it was internal policy, and that I had agreed to these fees. When I requested documentation showing me agreeing to this, she stated she had none. She mentioned that there was some type of internal note for the dispute but again refused to provide anything in writing. I told her that internal policy did not trump the law and again requested multiple times to file a dispute, and was denied each time. 
I then referenced the Electronic Fund Transfer Act and Regulation E Section 1005.11, reminding her that I had the right to formally dispute unauthorized charges, that they had a duty to investigate, and that they were required to provide written acknowledgment of these disputes. I also told her that what she was telling me was in violation of these,

but she still refused. Under Regulation E, the bank is required to provide written acknowledgment of disputes within 2 busi
ness days ( for disputes filed in person or over the phone ) or 5 business days ( for disputes filed electronically or by mail ). This failure to acknowledge my dispute in writing violates these consumer protection regulations.

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