Consumer complaint received 2025-11-28 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Dear Synchrony Consumer Relations and CFPB Representative, Thank you for your response dated XX/XX/year>. After reviewing the details, I believe there are discrepancies that need clarification before this matter can be considered resolved.

1. Refund Amount Does Not Match the Original Credit Posted Your letter states that a credit of {$7200.00} was issued to my account on XX/XX/year>. 
However, the refund issued to me was only {$6000.00}, leaving a difference of {$1100.00} that was deducted without clear justification. 

Your letter explains this deduction as a remaining balance for services rendered, but this conflicts with your statement that the dispute was closed in my favor. If the dispute was resolved in my favor, I should not be responsible for any portion of the disputed amount unless the provider submitted documentation supporting the balance. If such documentation exists, please provide : A copy of the documentation from the provider A breakdown of how the balance was calculated Confirmation of whether the provider was paid by Synchrony or whether payment was reversed 2. The Provider Balance-Billed Me After Synchrony refunded the disputed charge, my dentist balance billed me directly.

If the provider was paid by Synchrony for the original charge, they should not be billing me again.

If Synchrony reversed payment to the provider, then I need clear confirmation of : The date and amount of any payment reversal The reason the reversal occurred Why I was not notified of the reversal at the time 3. Interest and Fees Should Not Be Kept Your letter states that I was refunded {$1200.00} in interest and fees, along with a later adjustment of {$13.00}. However : Interest and fees tied to reversed or invalid charges must be fully removed.

If the provider rebilled me and I am responsible for payment, then Synchrony should not retain any interest or fees associated with a dispute that was closed in my favor.

I am requesting an itemized accounting of all interest, fees, credits, reversals, and provider payments relevant to this dispute.

4. Request for Documentation & Account Audit To fully understand and resolve these inconsistencies, I am requesting : 1. An itemized ledger showing : All provider charges All payments made to the provider All reversals or chargebacks All credits issued to my account All interest and fee adjustments 2. A clear explanation for : Why my refund was reduced by {$1100.00} Why the provider billed me after Synchronys refund Whether the current refund amount is correct based on CFPB dispute regulations 5. Request to Reopen the Investigation Due to conflicting statements, incomplete information, and unresolved financial discrepancies, I respectfully request that : This dispute be reopened The CFPB continue oversight until the refund, provider billing, and interest/fee corrections are fully reconciled Thank you for your attention. I look forward to receiving the requested documents so that the account can be fully corrected. 

Respectfully, XXXX XXXX CFPB Case 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