Consumer complaint received 2025-05-16 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: PA

Complaint narrative:
Disputed Transaction : Merchant Name : XXXX Dispute Dates : XX/XX/XXXX ( original ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Amount : {$1700.00} Claim Numbers : XXXX ( original disputeXXXX XXXX ), XXXX ( XX/XX/XXXX ), XXXX ( XXXX XXXX ), XXXX ( XX/XX/XXXX ) Summary of the Issue : I am filing this complaint because I was sold a product that was falsely advertised, misrepresented and not as described/ counterfeit by the merchant listed above ( XXXX ), and Synchrony Bank has breached their obligation to protect me from misrepresented transactions by repeatedly resolving my dispute in the merchants favor. 

The product I purchased was compounded prescription medication. The medication was compounded and shipped by a pharmacy that I later discovered was : Not licensed for sterile compounding Not licensed to operate in my home state Under active investigation or regulatory action by their states department of health I was denied the opportunity to choose a pharmacy and was led to believe the product would be legally compounded and dispensed from a sterile environment by a licensed compounding pharmacy. This turned out to be completely false. XXXX  knowingly sent medication from an unlicensed, unsterile pharmacy, and it is a danger to my health if taken ( as stated by the Florida Department of Health ). The merchant misrepresented the product, as well as the pharmacy where it was produced and shipped. I did NOT receive what I was promised. 

I asked XXXX to refund the amount paid for the medication and even offered to return it, as it had not been opened or used. My request went unanswered. The emails that were sent to me from XXXX were automated, generic emails that they sent to everyone. 

I agreed to receive medication that was SAFELY compounded and was 100 % safe to inject into my body without risking my health. I DID NOT agree to receive unsterile, unsafe medication. I DID NOT agree to receive medication that is not allowed to be shipped to my state. As a patient, I should be able to trust my doctor when they prescribe medication. This trust has been broken, and I was completely misled and lied to about the medication. 

Timeline & Dispute Filing : I discovered the merchants misrepresentation on XX/XX/XXXX, and I filed my original dispute with Synchrony Bank XXXX CareCredit on XX/XX/XXXX. I have reopened this dispute 3 times and each time, Synchrony Bank has resolved the dispute in the merchants favor, despite clear and compelling evidence provided by me clearly showing that the product was misrepresented and not as described / counterfeit. 

Also, despite multiple requests, Synchrony Bank has never provided the response from the merchant so that I could counter the information. I have a right to receive that information. 

Evidence I Provided : I provided many documents to Synchrony Bank as evidence, and I believe they dismissed all of them. My case is as straightforward as it gets, so the dispute should have been resolved in my favor the first time. 

I provided proof that the merchant provided misleading information about the source of the medication. 

I provided state regulatory findings showing the pharmacy lacked proper licensing. 

How the Bank Mishandled the Dispute : They misclassified the dispute as quality of the product instead of misrepresentation or not as described. 

They have dismissed all evidence I provided, including valid regulatory and medical evidence. 

Lack of transparency : They failed to provide me with the merchants response, which is my right to have. 

They denied the dispute simply because I purchased the product. I am NOT disputing the fact that I purchased the product. I am disputing the fact that the product I purchased was falsely advertised, misrepresented and not as described / counterfeit. 

They have breached their obligation to protect customers from misrepresented transactions, of which I am a victim. 

Requested Resolution : I respectfully ask the CFPB to : Investigate Synchrony Banks complete mishandling of my dispute. 

Require them to resolve the dispute in my favor. 

Ensure fair treatment and proper categorization of consumer complaints involving misrepresented/ not as described / counterfeit products. 

Thank you for your assistance in this matter. 

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 monetary relief