Consumer complaint received 2025-07-18 00:00:00
Product: Credit card — Store credit 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: NV

Complaint narrative:
This is in relation to my previous dispute filed : XX/XX/year> Via the XXXX  portal : Case Number : XXXX Creditor : Synchrony On behalf of Synchrony, I am responding to your inquiry we received from the XXXX XXXX XXXX XXXX XXXX ) on XX/XX/year>. I appreciate you bringing this matter to my attention. 

We attempted to contact you on XX/XX/year>, in order to discuss the above-referenced account ; however, we were unable to contact you and left a message. Please see below a summary of the account information and disputes : On XX/XX/year>, an initial billing dispute was opened on your behalf, for the purchase made on XX/XX/year>, in the amount of {$5700.00}. A letter of acknowledgement was sent and enclosed for your records. 


On XX/XX/year>, a temporary credit was applied in the amount of {$5700.00}, while the transaction was under dispute. This credit is reflecting on the XX/XX/year>, billing statement, a letter was sent advising of this and is enclosed along with a copy of the XX/XX/year>, billing statement for your records. 


On XX/XX/year>, a letter was sent advising of the request for the Credit Bureaus to remove delinquency reporting for the dates of XX/XX/year>, to XX/XX/year>. A copy of this letter is enclosed for your records. 

On XX/XX/year>, a previous complaint response was sent advising of the dispute resolution, in your favor, however, also advising that the merchant could respond with a rebuttal within two billing cycles, which may reverse the credit. A copy of this letter is also enclosed for your convenience. 


On XX/XX/year>, the merchant submitted proof that no billing error occurred, resulting in the reversal of the temporary credit in the amount of {$5700.00}. The dispute closed, and the balance was subject to interest for your account. This is reflecting on the XX/XX/year>, billing statement, which is enclosed for your records. 

On XX/XX/year>, a second dispute was initiated, and a letter of acknowledgement sent. This letter is enclosed for your convenience. 


On XX/XX/year>, the second dispute was resolved and closed. Also, a letter is enclosed for your records. 

Please be advised, we have researched your complaint a second time. Based on our investigation, a credit will not be issued for the {$5700.00}. Your claim was presented to XXXX XXXX XXXX. A copy of their response was received and sent to you XX/XX/year>. 

The second dispute has been resolved on XX/XX/year>, in favor of XXXX XXXX XXXX. Additionally, we have enclosed documents where you acknowledged any possible consequences of the XXXX XXXX XXXX nonrefundable policy. 

Your account is important to us, and it is our goal to serve our customers in a timely and satisfactory manner. I regret any dissatisfaction you have experienced regarding this account ; however, Synchrony Bank has complied with the terms of the account. Therefore, your request for refund of the {$5700.00} has been denied. 

We would like to stress compliance is very important to Synchrony, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our account holders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account. 

Thank you for the opportunity to respond to your concerns. 



Sincerely, Senior Specialist, Corporate Consumer Relations Synchrony My response is as follows : I am rejecting this response because : Case Number : XXXX To : Senior Specialist, Synchrony Corporate Consumer Relations Via XXXX XXXX XXXX XXXX Dear [ Senior Specialist ], Thank you for your response to my XXXX  complaint. After reviewing your letter, I must respectfully disagree with your conclusion and request a full reconsideration of my case. Below are the key issues that require clarification and resolution : 1. The " merchant proof '' provided by XXXX XXXX XXXX is insufficient and irrelevant. 
You state that XXXX " submitted proof that no billing error occurred, '' but you do not provide details of this " proof. '' If XXXX referenced a " nonrefundable policy, '' this is irrelevant to my complaint. My dispute is not about a " refund '' it is about a defective product that XXXX has refused to repair under warranty. Nevada law ( XXXX XXXX and XXXX XXXX ) requires vendors to honor warranties for defective goods, regardless of refund policies, when a buyer has paid as agreed. I have paid Synchrony on time, fulfilling my obligation, and XXXX  refusal to repair is a breach of their warranty, not a " billing error. '' XXXX. Synchrony has failed to resolve the root issue : XXXX has not received payment. 
Your response focuses on " billing disputes '' but ignores the critical fact that XXXX has not received the {$5700.00} for the scooter. I have made on-time payments to Synchrony, yet XXXX confirms XXXX have not been paid ( see attached email from XXXX ). This failure to forward payments to the merchant is Synchronys responsibility and has directly caused XXXX to refuse repairs. My complaint is not about a " credit '' it is about ensuring XXXX is paid so they honor the warranty, and my account reflects the correct terms ( as originally agreed with XXXX ). 

3. The " nonrefundable policy '' does not waive my right to a functional product. 
You reference " documents where I acknowledged possible consequences of XXXX nonrefundable policy. '' Even if I signed such a document, it does not override my right to a defect-free product under XXXX implied warranties. A nonrefundable policy applies to change-of-mind returns, not to products that are unsafe or nonfunctional upon receipt. The scooters shaking, pitching, and noise are defects that existed when I first used it ( XX/XX/year> ), and XXXX is legally obligated to repair them. The issue of account switching was not mine, but Synchrony 's. 

4. Request for immediate action To resolve this matter, I demand the following : A copy of the " proof '' XXXX provided to Synchrony ( to verify its relevance to the warranty issue ). 
Confirmation that Synchrony has forwarded the {$5700.00} to XXXX ( or a plan to do so immediately ). 
A reversal of any interest charges incurred due to the temporary credit reversal, as the dispute was caused by Synchronys failure to pay XXXX. 
Assurance that XXXX will honor the warranty once paid, with Synchrony assuming responsibility for facilitating this. 
Synchronys obligation extends beyond " resolving billing errors '' it includes ensuring that payments are properly allocated to the merchant so that buyers receive the goods they paid for. My account remains in good standing ( on-time payments ), yet I am left with an unsafe scooter and no resolution. 
I urge you to reconsider this case in light of XXXX consumer protection laws and the facts of my situation. I am prepared to escalate this to the CFPB ( where I have an open complaint ) and pursue legal action if necessary, but I hope we can resolve it amicably. 
Thank you for your attention to this urgent matter. I look forward to a prompt response. 
Sincerely, XXXX XXXX XXXX Any information required provided upon request Updating to emphasize their failure to address the merchant payment issue, etc.

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