Consumer complaint received 2025-03-06 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: AL

Complaint narrative:
XXXX : This dispute is XXXX months old, involving XXXX company representatives, XXXX Faxes, XXXX consumerfinance.gov/complaints, and many, many, many phone calls. Unfortunately, your Consumer Service Department has not been able to comprehend where Synchrony Bank 's Sam 's Clubs MasterCard 's mistake occurred in its overcharge of {$3000.00} to our accounts : XXXX, XXXX, XXXX, XXXX. Previously, on XX/XX/XXXX, I faxed you a " Chronology '' that presented the history, showing where Synchrony Bank 's Sam 's Club 's MasterCard 's billing mistake occurred. Apparently, you were not able to understand that chronology as the billing mistake has continued, bouncing from XXXX account to another account. So, if you can follow simple math ( add, subtract ), please review the following numbers. 
# XXXX. Acct XXXX closed with a balance of {$3000.00} on XX/XX/XXXX. That balance was transferred to Acct XXXX on XX/XX/XXXX ; that balance of {$3000.00} that was transferred to Acct XXXX on XX/XX/XXXX was PAID on XX/XX/XXXX. Now, by my math, that should be THE END of this dispute! Rationale : we owed {$3000.00} and we paid {$3000.00}! 
# XXXX. However, for whatever unknown reason, Synchrony Bank 's Sam 's Club 's MasterCard charged {$3000.00} to Acct XXXX TWICE ( XX/XX/XXXX AND XX/XX/XXXX ) while ONLY issuing ONE CREDIT of {$3000.00} ( XX/XX/XXXX ) -- if you do the math, that left us with a balance of {$3000.00} due ( XX/XX/XXXX ). However, there was a balance of XXXX for Acct XXXX on XX/XX/XXXX shown because it showed a payment credit of {$3000.00} on XX/XX/XXXX. Now, by my math that should be THE END of this dispute! Rationale : Synchrony Banks Sams Clubs MasterCard said we owed {$6100.00} ( {$3000.00} X XXXX = {$6100.00} ) and acknowledged receiving {$6100.00} ( {$3000.00} on XX/XX/XXXX and {$3000.00} on XXXX/XXXX/XXXX ). The balance of Acct XXXX was XXXX on XX/XX/XXXX! End of XXXX! 
# XXXX. However, for whatever unknown reason, Synchrony Bank 's Sams Club 's MasterCard then switched accounts, charging Acct XXXX the {$6100.00} that was previously PAID ( see # XXXX, regarding Acct XXXX ). Acct XXXX charged {$3000.00} on XX/XX/XXXX AND XX/XX/XXXX and ONLY ISSUED ONE CREDIT of {$3000.00} on XX/XX/XXXX that left a balance of {$3000.00} -- a balance that we do NOT owe if you do your math correctly. Interestingly, Synchrony Banks letter, dated XX/XX/XXXX, regarding Acct XXXX, stated : The payment of {$3000.00} received on XX/XX/XXXX that had been missing from your account has now been corrected. The corrections will appear on your next monthly billing statement. Please accept our apology for any inconvenience this may have caused you. With that acknowledgement, that should be THE END of this dispute! 
However, Synchrony Banks letter, dated XX/XX/XXXX, regarding Acct XXXX, stated : During a recent review of our account records, we discovered we erroneously applied a payment in the amount of {$3000.00} to your Sams Club 's World Elite Mastercard account. To correct this error, we have charged your account the same amount of the payment in order to reverse the payment. Your XX/XX/XXXX correspondence claiming that that balance ( {$3000.00} ) is the result of your issuing an erroneous payment of {$3000.00} is WRONG!!! Refer to the opening paragraph of item # XXXX which proves that the balance of {$3000.00} is the result of Synchrony Banks Sams Clubs MasterCard inexplicably charging the account TWICE ( {$3000.00} X XXXX ) but ONLY acknowledging XXXX payment credit of {$3000.00}, which is the amount originally owed on Acct XXXX that was transferred to Acct XXXX and PAID! So, why did Synchrony Bank continue to charge that {$3000.00} that was PAID ( Acct XXXX ) to Acct XXXX ( TWICE ) and then to Acct XXXX ( TWICE )??? NOTE : I have repeatedly asked for proof that shows where/why that " erroneous '' payment that you allege was credited to Acct XXXX ; you have NEVER responded to that request -- probably because you can't because it never happened. 

In Synchrony Bank 's letter, dated XX/XX/XXXX, you stated that " We have referred your inquiry to another department. '' However, you NEVER told me the name of that department so that I can communicate with that department. What is the name of that department? What is the contact number for THAT department? Further, you stated " For the status of your inquiry please contact us at the number listed on your statement. '' I did, but that number is the same number for your Customer Service Department. The problem that department has not been able to resolve the dispute for the past 11 months! Why would I want to call that number? I want the number for the new department that is handling this dispute. NOTE : submit this statement to that new department ASAP. 
Sincerely, XXXX XXXX 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