Consumer complaint received 2025-12-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: CO

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding Synchrony Bank, issuer of my Venmo Credit Card, and their failure to properly return funds that were mistakenly but verifiably deposited into my account. 

I have a Venmo Credit Card with a {$100.00} credit limit, which I stopped using a long time ago. In XXXX XXXX, I refinanced my home and used the equity to pay off my credit cards. At that time, my Venmo balance was {$0.00}. 

During this process, I mistakenly mailed a check for {$5800.00}, payable to SYWMC/CBN ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to Synchrony Bank instead of XXXX. I did not realize this error until XX/XX/year>, when purchases on my XXXX XXXX XXXX credit cards began getting declined. 

After reviewing my credit report, I discovered the payment had never been credited to my XXXX XXXX XXXX account. When I contacted XXXXXXXX XXXX XXXX they requested proof that the check had been cashed. I obtained documentation from my mortgage company, including a copy of the cashed check ( attached ). Following their investigation, XXXX XXXX XXXX confirmed that the check was cashed, but not by themit was cashed by Synchrony Bank. 

In XX/XX/year>, I contacted Venmo Credit Card/Synchrony Bank to dispute the issue. Over multiple calls, I received no clear answers. I was repeatedly instructed to fax my documentation, which I did XXXX separate times, as requested. Initially, I was told they did not receive it. Later, I received confirmation ( via voicemail or email ) that the documents had been received and would be reviewed. 

While using my Venmo app for an unrelated reason, I noticed that my Venmo Credit Card account showed a credit of {$5800.00}, reflecting a payment posted on XX/XX/XXXX, XXXX the card having only a {$100.00} limit. I immediately contacted Venmo to withdraw the dispute and request reimbursement. I was told the investigation still needed to be completed. 

At the end of XXXX, I was informed that my refund was being issued. When I did not receive it, I called again and was told the review would be completed by XX/XX/XXXX. After receiving no update, I called again and was told the check had already been mailed and that I would receive it by XX/XX/XXXX. 

When the check still did not arrive, I called again on XX/XX/XXXX. At that point, I was told that I would not be receiving my money back because the transaction no longer showed on my account and that Synchrony Bank claimed they never cashed the check, despite clear evidence showing otherwise. I was told the case was closed, that there was no appeal process, and that I should request a stop payment on the checkeven though the check was already cashed months ago. 

Synchrony Bank representatives refused to further review my evidence or provide any path to resolution. 

This situation has caused me significant financial hardship and emotional distress. I am the sole provider for my household and care for my elderly mother, who has no income. A loss of nearly {$6000.00} is devastating for my family. The stress of this ordeal has directly affected my health ; after being told definitively that I would not get my money back, I experienced chest pain and had to go to the emergency room. 

I am prepared to pursue this matter in small claims court if necessary, but I am seeking resolution through regulatory intervention first. I am requesting assistance in compelling Synchrony Bank to acknowledge that they cashed the check in error and to return my {$5800.00} immediately. 

All supporting documentation, including proof that the check was cashed by Synchrony Bank, is attached. 

Thank you for your time and assistance. I sincerely appreciate any help you can provide. 

Respectfully,

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