Consumer complaint received 2025-05-25 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: CA

Complaint narrative:
On or around XX/XX/year>, I authorized plumbing services for sewer repair beneath my house for an agreed-upon amount of {$11000.00}. My authorization for this specific work and amount was made via text message directly with the plumber. This amount was to be charged to my Synchrony Home Design credit card. 

While I was at work, the plumber, XXXX, actively pressured my XXXX grandmother to sign for an increased amount. XXXX falsely told my grandmother that he had spoken with me and that I had agreed to the {$20000.00} charge. This was a deliberate lie. He also misrepresented the financing terms to her, stating there would be 'no interest ' and that payments would be manageable at " $ XXXX a month. ' My grandmother, under these false pretenses and believing I had agreed, signed the contract. I possess a copy of the contract clearly showing the original {$11000.00} crossed out and {$20000.00} subsequently charged, bearing my grandmother 's signature. 

A total charge of approximately {$20000.00} subsequently appeared on my Synchrony Home Design credit card statement. This included an unauthorized additional charge of approximately {$9000.00} for 'extra work ' that I did not authorize, approve, or consent to at any point. My authorization was strictly limited to the {$11000.00} for the specified sewer repair, as documented in our initial text exchange. 

Upon discovering this unauthorized charge, I immediately texted XXXX the plumber to question the {$9000.00} increase. He falsely claimed that my grandmother had agreed to the extra work. Furthermore, upon learning I was disputing the {$9000.00}, XXXX explicitly stated that he would 'take my grandma to court and void the warranty. ' Following this, I filed a fraud claim with Synchrony Bank in XX/XX/year>. My claim was specifically about the unauthorized {$9000.00} charge and I also requested an investigation into the plumber 's deceptive practices. I detailed how XXXX the plumber obtained the signature from my grandmother through misrepresentationspecifically, by lying that I had agreedand without my authorization. I also informed them of the initial text authorization for {$11000.00}, the altered contract, XXXXXXXX XXXX concerning text messages where he later requested me to sign additional finance paperwork stating he " didn't want to get in trouble, '' and his subsequent threats to take my grandmother to court and void the warranty. 

Since filing the fraud claim in XX/XX/year>, Synchrony Bank has denied my dispute/claim and has failed to remove this unauthorized {$9000.00} charge from my account. I have specifically requested information from Synchrony Bank regarding their investigation into my fraud claim and an explanation for why it was denied, especially concerning the unauthorized {$9000.00} that was never approved by me and was obtained through deceptive means targeting my elderly grandmother. This information has not been adequately provided by Synchrony Bank. 

As a result, I am being held responsible for an amount that I consider to be fraudulent and was never authorized. I am seeking the removal of the approximately {$9000.00} unauthorized charge from my Synchrony Home Design credit card account and for Synchrony Bank to properly acknowledge and resolve my fraud claim, recognizing the deceptive tactics used by the merchant.

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