Consumer complaint received 2025-02-18 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: OH

Complaint narrative:
I purchased clothes online from XXXX for {$180.00} on XX/XX/XXXX, using my Venmo Credit Card ( issued by Synchrony Bank ). On XX/XX/XXXX, I returned the items to the XXXX store and received a refund of {$170.00} back to my original payment method. I received a notification from Venmo that the refund was successfully processed, and I thought nothing more of it at the time. 

However, nearly a month later, I noticed my Venmo statement was higher than usual and discovered that the refund was removed from my account. I immediately contacted XXXX on XX/XX/XXXX, who confirmed that they had processed the refund and advised me to contact Venmo if the refund wasnt showing up. XXXX provided me with the refund reference number and details but did not offer further proof of the refund on their end. 

Upon reaching out to Venmo, I was told that I needed to contact Synchrony Bank directly because Venmo does not handle credit card transactions. I did so and opened a dispute. I provided a copy of my receipt from XXXX and screenshots of the email from XXXX showing the refund details. 

XXXX passed with no update, so in XXXX, I contacted Synchrony Bank again for an update. They told me the dispute was closed due to a lack of proof. I insisted that I had already sent the necessary documentation and demanded they verify it. After confirming that they had received my proof, they reopened the dispute and assured me that I would be credited while they investigated further. 

Despite being told I would receive a credit, I never received it until XXXX, when the refund was finally credited back to my account. I was relieved, but today, on XX/XX/XXXX, I received my Venmo statement and saw that the refund of {$170.00} was re-billed to my account. This is the same amount that was already refunded to me and should not have been charged again. 

When I called Synchrony Bank, I was told that my dispute was closed again, and they had sent me a letter regarding the closure, but I never received any such letter. Synchrony Bank has repeatedly refunded the amount and then reversed it, and I believe they are stealing my money. This has been an ongoing issue for over XXXX months, and I am incredibly frustrated by the lack of transparency and resolution. 

Actions taken : - I returned the items to XXXX on XX/XX/XXXX, and was refunded {$170.00}. 
- I contacted XXXX on XX/XX/XXXX, who confirmed the refund and provided a reference number. 
- I reached out to Venmo, who told me to contact Synchrony Bank for the credit card refund. 
- I opened a dispute with Synchrony Bank, providing proof of the refund via receipt and XXXX email. 
- The dispute was initially closed in XX/XX/XXXX due to a lack of proof, which I then verified with Synchrony. 
- Synchrony reopened the dispute and assured me I would be credited while the investigation took place. 
- I received the credit in XX/XX/XXXX. 
- On XX/XX/XXXX, I was re-billed the {$170.00}, despite already being refunded.

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