Consumer complaint received 2026-04-14 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: OR

Complaint narrative:
Subject : Urgent Complaint XXXX XXXX Refusing Refund for Defective Product To Whom It May Concern, I am submitting a formal complaint against XXXX XXXX for engaging in unfair and deceptive business practices related to a defective product and their refusal to issue a timely refund. On or about XX/XX/year>, I purchased a treadmill from XXXX. Upon receipt on XX/XX/year>, and shipped on XX/XX/year>, the product was defective and failed to function as advertised. I promptly notified the company and requested a return and full refund in accordance with basic consumer protection standards. Since that time, XXXX has failed to resolve this matter despite multiple attempts on my part. Specifically : They have repeatedly claimed to process a refund, yet the transactions have failed multiple times. The product was received in defective/non-working condition. I contacted the XXXX promptly to request a return and refund. XXXX refused to take the product back and has delayed the refund repeatedly. XXXX has provided inconsistent explanations and failed refund attempts. They have provided inconsistent and shifting explanations regarding these failures. They have refused to provide an alternative refund method ( such as a check ), despite being informed by my financial institution that there are no restrictions preventing a refund. They have failed to arrange a proper return or pickup of the defective product. Despite complying with stated return requirements, the merchant refused to issue a full refund and instead offered several partial refunds : {$30.00} XX/XX/year>, {$80.00} XX/XX/year>, {$250.00} XX/XX/year>, {$300.00} XX/XX/year> ; {$500.00} XX/XX/year>, and {$600.00} XX/XX/year>. I am demanding a full refund of {$720.00}, the company has been avoiding and at this point continued delays are unacceptable and may constitute a failure to fulfill their obligations to issue a timely refund. As of today, I have not received my refund. This pattern of behavior demonstrates a clear effort to delay and avoid issuing a legitimate refund. Their continued inaction and contradictory responses are unacceptable and place an unfair burden on the consumer. I have made every reasonable effort to resolve this matter directly. However, XXXX continues to stall without providing a valid solution. This raises serious concerns about their business practices and compliance with consumer protection laws. I am requesting immediate intervention and the following resolution : 1. A full refund of the total purchase amount without further delay. 2. Written confirmation of the refund processing. 3. Clear instructions for returning the defective product at no cost to me. If this issue is not resolved immediately, I am prepared to escalate further, including pursuing additional complaints and remedies available under consumer protection laws. I respectfully request that the Consumer Financial Protection Bureau investigate this matter and take appropriate action to ensure compliance. Attached are supporting documents, including correspondence with the company and confirmation from my financial institution. Sincerely, XXXX XXXX

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