Consumer complaint received 2025-01-24 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: FL

Complaint narrative:
I have been dealing with Sam 's Club Synchrony Bank Credit Card Services since XXXX and this issue is STILL not resolved. INVESTIGATION # XXXX CLAIM # XXXX and several attachments are being sent. 

I am seeking the following : *The {$620.00} charge be credited to my account and stay OFF. 
*Reimbursement/credit for the Certified Letter in the amount of {$10.00}. 
*Removing any and all negative information from ALL Credit Bureaus ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX I contacted Synchrony after I found a charge from RESERVATION HOTELS in the amount of {$620.00} XX/XX/XXXX. Synchrony removed the charge and then re-entered it about two months later. I caught it, called them again, and had it removed again. I have repeatedly asked verbally and then when faxes began being sent, it was also submitted in writing for this information/proof be sent to me. The last request was XX/XX/XXXX. Instead of receiving this information, it was the same BLANK FORM to be completed and returned. The blank form along with all previously submitted documents were returned via fax on XX/XX/XXXX. The fax also contains another request for any documentation substantiating Reservation Hotels claim this bill is owed. According to Synchrony this information/proof can not be sent via email ; it has to be mailed. I AM STILL WAITING. Many hours have been spent speaking to various agents with Synchrony, being put on hold, sent to the Fraud Department, to the Dispute Department, and then back to the Dispute Department. As of today, I'm not sure what the status of this issue might be.

Synchrony Bank does not give you an option to even upload information. Everything has to be either faxed or mailed. It was MONTHS after I had been disputing the charges that I was finally given a fax number and a mailing address. The first fax was sent on XX/XX/XXXX. It contained the completed form along with other documentation. This information was also submitted via certified letter ( {$10.00} ). I'm still waiting to receive the receipt certifying the letter was received. 

I have requested several times to receive documentation verbally and in writing regarding this charge. If you google RESERVATION HOTELS, it is listed as as potential spam. I called the number ( XXXX ) and requested the information be sent to me, but was told this information was " frozen '' and could not be sent. 

My wife and I stayed at XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. One of the many agents I spoke to acted as if the {$620.00} charge was from a XXXX XXXX. There is a letter from the Assistant Manager, XXXX XXXX, to dispute this also. 

I have tried everything I know to resolve this. I have had this credit card for several years now and have never had an issue. 

Your assistance in this matter is greatly appreciated.

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