Consumer complaint received 2025-11-11 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 am writing to escalate my dispute, originally mailed, faxed and electronically sent on XX/XX/XXXX, regarding recurring charges from XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX to my Synchrony account. These charges occurred monthly from XX/XX/XXXX through XX/XX/XXXX for a total of about $ XXXX. I have no way to access either the $ XXXX XXXX invested or the additional $ XXXX I was supposed to receive from XXXX. The website is no longer functional, and my account has been closed. 

The Federal Bureau of investigation is actively investigating the entity for federal fraud. The FBI Victim Services Division has officially identified me as a victim in Case # XXXX. I have attached the official FBI notification letter for your review. Additionally I have included : -Detailed account statements highlighting every fraudulent transaction ( XXXX was charged the XXXX of every month from XX/XX/XXXX- XX/XX/XXXX. 

-Confirmation of prior document submissions ( Reference # XXXX and # XXXX ). 

Multiple other financial institutions have already reversed identical charges for affected victims. I respectfully request that Synchrony Bank : 1. Immediately reverse all charges from XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX XXXX XXXX ) 2. Issue full refunds to my account. 


I am disputing recurring charges made by XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX ) on my TJX Synchrony credit card account, starting from XX/XX/XXXX, through XX/XX/XXXX. These charges are for services that were either misrepresented or never rendered due to unilateral and deceptive changes to the original agreement. 

When I enrolled in the XXXX program, it was marketed as a medical reimbursement account designed to cover procedures not eligible under traditional HSA plans, including cosmetic procedures. I was promised that for each monthly contribution, XXXX would match funds, and I could access the full value of the account after 36 months, provided I paid a $ 45 monthly maintenance fee thereafter. The program was promoted as being easy to use via a debit card accepted by more providers than a typical HSA card. 

However, unbeknownst to me, starting in XX/XX/XXXX XXXX unilaterally changed their business model. Without proper notice or consent, in XX/XX/XXXX they converted the debit card feature to a QR code-based system, drastically limiting usability. This change was communicated via email on XX/XX/XXXX XXXX XXXXduring the holiday seasonand contradicted the original terms of the agreement. Despite my requests on XX/XX/XXXX, I was denied a physical card, even though the revised contract stated one could be requested. 

I used the original visa debit card just once in XXXX but was advised to wait until my account matured and reached the $ XXXX market cap ( or full value ) before using it regularly- which didn't happen until XX/XX/XXXX. When I did use it the one time, I was essentially spending my own {$1000.00} of deposited funds, which i later replaced with even more of my own money so there was no benefit at all. The VISA card was later discontinued on XX/XX/XXXX. To replace the VISA debit cards ( which was not part of the original agreement or contract ), XXXX issued QR codes to its users and changed the cards from XXXX  procedures to only XXXX  procedures and also changed the way providers were paid. I attempted to use the XXXX account for XXXX XXXX XXXX XXXX XXXX XXXX but all providers refused to accept the QR code format. Between XXXX and XX/XX/XXXX, I submitted 13 provider requests through XXXX portal, and only four tentatively accepted until they learned the card was no longer a traditional debit card. XXXX representatives directed me to upgrade to a more expensive Platinum Plan in order to access the benefits originally promised in my initial agreement. This bait-and-switch practice amounts to a deceptive and fraudulent alteration of service. 

I attempted multiple times to contact XXXX via phone and email to resolve the issue and cancel my account, but my calls now go unanswered. I believe my contact attempts have been flagged or ignored. Upon realizing the companys business practices are under legal scrutinyincluding an ongoing class-action lawsuitI immediately contacted Synchrony to initiate this dispute. 

When XXXX ceased responding to my phone calls and emails, I contacted TJX Rewards Credit Card Services to request the cancellation of my existing card and the issuance of a new card with a different account number. This action successfully prevented XXXX from continuing to charge me on a recurring basis, as they no longer had access to my updated payment information. 

The company is accused of operating a business model that profits only when consumers do not access their funds, and intentionally alters terms to increase attrition. I have previously sent the documents and attached relevant excerpts from the contract, the list of providers I contacted, email correspondence, and documentation from the class-action case as supporting evidence on XX/XX/XXXX. Documents have been reviewed by back office team. Reference # XXXX and reference # XXXX. I have additionally included all of my statements with dates and amounts of reoccurring charges made to this fraudulent company from dates : XX/XX/XXXX to XX/XX/XXXX. Please kindly review. 

Please assist in reversing the charges made by this fraudulent organization.

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