Consumer complaint received 2025-07-23 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: CA

Complaint narrative:
We are having an ongoing issue with Synchrony Bank regarding a {$200.00} payment they claim we owe them. We have all of our XXXX  invoices which go directly to the Synchrony Banks XXXX credit card all invoices should match the credit card statement as we did not charge anything else on the credit card. 

This last Fall XXXX we had to have our router replaced as it was not working properly. Verizon sent us a new router and charged a {$200.00} deposit until they received back the old router. The old router was returned ( see attached paperwork ), but it took Verizon several months to credit us back the {$200.00}. Synchrony finally sent us a check of {$210.00} that included interest we paid on it. Attached is the paperwork returning the router on XX/XX/XXXX. We thought the issue was closed. 

In XXXX of this year we ended our service with Verizon and thus cancelled our Synchrony Bank credit card, after making our final payments. We again sent Verizon back the router we used from them for the XXXX, as was part of that agreement. Attached is the paperwork returning the router on XX/XX/XXXX. 

Synchrony Bank continued to send us monthly statements after our Verizon service ended. As such, their XX/XX/XXXX statement showed {$210.00} added back on the billing, even after they sent us the refund check. In the same statement, they added another {$200.00} charge onto the bill. I called Synchrony to have them do an internal investigation, which ended with them stating we still owed them. We subsequently received their XX/XX/XXXX statement that now showed they had reversed the {$200.00} charge, and listed a balance due of {$5.00}. We paid the {$5.00}, believing they finally got this corrected. However, their XX/XX/XXXX statement which we just received - again shows that {$200.00} is once again due. From this, we again called Synchrony and the first representative we spoke with said she saw the error and would correct this for us. She put us on hold and the call dropped after a XXXX wait. We called back, but got a different representative, who told us that we had to pay the {$200.00} regardless of what the other person said. 

We asked Verizon to mail us all our billings since last XXXX. You will see in their record statements that not only do we not owe {$200.00}, but that we were due back a credit of {$39.00}. 

We have made all our payments, including the record payments made in XXXX, XXXX and XX/XX/XXXX, in the amounts {$510.00}, {$200.00} and {$260.00}, respectively as requested. 

Also attached please see we received on XX/XX/XXXX a credit to us in the amount of {$12.00}. We then received another credit on XX/XX/XXXX in the amount of {$39.00}. Why would there be credits to us if there were an outstanding payment we owed? The Verizon statements show a total of {$1100.00} and we have paid Synchrony {$1300.00}, which is more than we should have paid. 

Verizon Billing Invoices Checks to Synchrony XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ( both {$200.00} & {$200.00} on one statement, one check written ) XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Could you please help us resolve this?

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