Consumer complaint received 2026-05-14 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: MD

Complaint narrative:
On XX/XX/year>, ( Saturday ) at approximately XXXX hours, XXXX XXXX, a salesperson for XXXXXXXX XXXX XXXX, came to my residence to show me flooring option and to measure the flooring I wanted to replace. I told him I wanted to replace all the XXXX currently in the house including two sets of stairs, specifically using full stair treads as were already installed. I selected a flooring option that I was familiar with and had already received several other quotes from other flooring companies. XXXX XXXX provided a quote of the flooring option and stated that if I signed the contract now, I would get special pricing. He also offered financing through Synchrony XXXX and stated that they were offering 0 % APR for 12 months. I informed XXXX XXXX that I would apply for the credit card but was uncertain whether I would ultimately use it for the purchase because I was in the middle of a kitchen remodel and my decision would depend on my remaining available funds. XXXX XXXX stated that I could decide how much I put on the credit card at the time of install, and that all he needed was a deposit to move forward. I provided him with a deposit of {$2000.00} via XXXX and applied for the credit card. XXXX XXXX said I was approved for a credit line and I should be receiving the card in the mail in the next few weeks. I received a copy of the contract and a receipt for the {$2000.00} XXXX transaction. At no point was I informed that XXXX XXXX XXXX had charged the remaining balance of {$11000.00} to the newly opened Synchrony XXXX credit line. On XX/XX/year>, I informed XXXX XXXX that I no longer wished to use services of XXXX XXXX XXXX and requested immediate cancellation of the contract. XXXX XXXX verbally confirmed the cancellation. That same day, I followed up by email requesting the immediate cancellation of my contract and asked when I would receive my refund of my {$2000.00} deposit. XXXX XXXX XXXX acknowledged my request via email and stated that could take up to 30 days to receive my refund. I also sent a written notice of cancellation via USPS priority mail with signature to the following email address specified in the contract : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX The cancellation letter was mailed on XX/XX/year>, and received by XXXX XXXX XXXX on XX/XX/year>. This cancellation was submitted well within both the recission period stated in the contract and the State of Marylands statutory recission period. At this time, I was still unaware that XXXX XXXX XXXX had charged the Synchrony XXXX credit account. I later received the physical card in the mail and closed the account since I was no longer using their services. On XX/XX/year>, I received the first Synchrony XXXX credit card statement reflecting the balance of {$11000.00}. This was the first time I became aware that XXXX XXXX XXXX charged the account. I had previously been told that any remaining balance would be due on the day of installation, as reflected in the contract. I immediately called XXXX XXXX XXXX and spoke with XXXX. I advised that I had not authorized the charge and reminded them that the contract had already been cancelled. XXXX instructed me not to make any payments on the card and that the matter would be resolved. On XX/XX/year>, I followed up by email regarding the overdue refund of the {$2000.00} deposit, as more than 30 days had passed. I also inquired about the refund of the {$11000.00} charged to the Synchrony XXXX account because the first payment was due on XX/XX/year>. I received no response. I again followed up on XX/XX/year>, and again on XX/XX/year>. XXXX XXXX XXXX eventually responded briefly, stating that the deposit refund had been sent out earlier that week. I replied the same day again asking about the {$11000.00} credit card balance ; however, I received no response. On XX/XX/year>, I filed a formal dispute with Synchrony Mohawk regarding the cancelled sales contract and the outstanding balance. On XX/XX/year>, I again emailed XXXX XXXX XXXX requesting the status of the refund of the {$11000.00} charge. XXXX XXXX XXXX responded that they were waiting on the manufacturer to release the order and that they would provide an update once they received additional information. They also informed me that sending multiple emails would not change the process. On XX/XX/year>, I sent another follow-up email regarding the refund status. I received no response. On XX/XX/year>, I received an email from Synchrony XXXX advising me that my dispute had been denied and that I would be responsible for the disputed charges. Synchrony XXXX informed me I would be receiving a written explanation in the mail in the next 7-10 business days. On XX/XX/year>, I again contacted XXXX XXXX XXXX regarding the credit card balance. Now that the dispute was denied, I would be responsible to start making monthly payments on goods and services I never received. XXXX XXXX XXXX responded that they are still awaiting the credit back to the account and again informed me that multiple emails would not speed up the process. On XX/XX/year>, I received Synchrony XXXX written dispute-resolution letter via mail. The letter included the written response from XXXX XXXX XXXX dated XX/XX/year>, stating they were waiting on the manufacturer to reconcile the account and that the issue should be resolved within approximately 30-45 days. The letter also stated that XXXX XXXX XXXX had informed me that all applicable credits and refunds are subject to the manufacturers return policies, inspection, and approval. This had never previously been communicated to me and is not contained anywhere within the contract. On XX/XX/year>, I filed a second dispute with Synchrony XXXX challenging the authorization of the charge on the card and requesting proof of authorization. I specifically requested : Proof authorizing XXXX XXXX XXXX to charge the account ; Proof that XXXX XXXX XXXX ordered or purchased the flooring from any third-party vendor ; Proof that the order was cancelled on XX/XX/year> ; Any correspondence related to the alleged refund process. I sent all of the email communication, copies of the contract, and supporting documentation both online and via USPS priority mail. On XX/XX/year>, I emailed XXXX XXXX XXXX asking : How the charge to the Synchrony XXXX account had been authorized ; Why I was never informed that the charge had been processed ; Why I never received a receipt for the charge ; and Why the contract did not reflect the {$11000.00} payment as paid, unlike the separately documented {$2000.00} deposit. I further requested : All documents evidencing the authorization to charge the account ; Complete credit card application and disclosure records ; The full legal name, address, and contact information for the third-party manufacturer and/or vendor ; and All communications with any third-party manufacturer related to order placement, order cancellation, fund transfers, and refund status. XXXX XXXX XXXX responded with a brief two-sentence reply referring me back to the contract and stating only that they will check on the status. On XX/XX/year>, I sent another email to XXXX XXXX XXXX demanding an immediate refund for the {$11000.00} No response was received. On XX/XX/year>, I again demanded a refund in the amount of {$11000.00} and advised XXXX XXXX XXXX that the ongoing delay of more than 100 days constituted a breach of contract. No response was received. On XX/XX/year>, I received an email from XXXX Synchrony credit card stating that my second complaint was denied and that I was responsible for the disputed charges. On XX/XX/year>, I sent another email to XXXX XXXX XXXX, which was a copy of the letter of demand I intended to send via certified mail via USPS a few days later. In addition, I requested an acknowledgement of receipt. No response was received. On XX/XX/year>, I received Synchrony XXXX final response letter. The letter failed to address the unauthorized nature of the charge, the cancelled contract, or the supporting documentation I submitted. Instead, Synchrony XXXX replied upon Metro Flooring Contractors XX/XX/year>, letter and denied the dispute without conducting a meaningful investigation. As a result, I remain responsible for the {$11000.00} balance on the Synchrony XXXX account. If the balance remains unpaid, interest will accrue and my credit standing may be negatively impacted. On XX/XX/year>, I send the final demand letter to XXXX XXXX XXXX via USPS certified mail. This entire experience has caused significant stress, inconvenience, and financial hardship for both me and my family. XXXX XXXX XXXX has failed to provide meaningful communication since XX/XX/year>. It has now been more than 130 days since the contract was cancelled. I believe this period is more than sufficient to process any legitimate refund.

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