Consumer complaint received 2026-07-02 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: VA

Complaint narrative:
Subject : Dispute of Alleged Unauthorized Online Payment and Returned Payment Fee I am filing this complaint because Synchrony Bank refused to investigate a disputed online payment and assessed a returned payment fee despite significant inconsistencies in the information they provided. According to Synchrony, on XX/XX/year>, I logged into my online account using my XXXX, added my checking account, and authorized a one-time payment of {$71.00}. I dispute these claims. My checking account was already on file with Synchrony before XX/XX/XXXX. And a successful payment had already come out in XXXX with my original checking account. I had no reason to add the same checking account again, and Synchronys own representative stated that the checking account associated with the XX/XX/XXXX activity contained an additional digit compared to the checking account that had previously been saved on my account. She was unable to explain why there was an extra digit or how that discrepancy occurred. She not only did not provide information she refused to investigate this or get me to where I needed to have it investigated. Only citing I did this, nothing they can do. I also did not knowingly authorize a one-time payment on XX/XX/XXXX. Even if Synchronys records show that a checking account was added or modified, that does not establish that I intentionally authorized a payment. When I questioned this, the representative repeatedly relied on internal timestamps and stated that because the activity originated from my XXXX, no investigation would be conducted. Synchrony further informed me that they could only see timestamps indicating activity on my account but could not provide any evidence beyond those records to demonstrate that I knowingly authorized the payment. The payment was subsequently reversed, and Synchrony charged my account a {$30.00} returned payment fee. I immediately contacted my financial institution to verify whether Synchrony had attempted to debit my checking account. My bank advised me that they found no record of any XXXX debit attempt or attempted withdrawal by Synchrony related to this transaction. Despite these discrepancies, Synchrony refused to investigate my dispute or provide a meaningful explanation as to : Why my account allegedly contained a second checking account with an additional digit. * How they concluded that I knowingly authorized the payment. * Why my bank has no record of an attempted withdrawal while Synchrony assessed a returned payment fee. Instead, I was simply told there was nothing they could do and that the returned payment fee would remain. Even after speaking to an account XXXX I respectfully request that Synchrony Bank : * Conduct a formal investigation into the disputed XX/XX/year> account activity. * Explain how the incorrect checking account information became associated with my account. * Provide the basis for concluding that I knowingly authorized the disputed payment. * Review and remove the returned payment fee if it was assessed in error. * Correct any inaccurate information in my account records. As a customer, I expected my concerns regarding disputed account activity to be investigated. Instead, I felt my concerns were dismissed without a meaningful review despite the inconsistencies I identified. Thank you for your consideration.

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