Consumer complaint received 2025-06-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: SYNCHRONY FINANCIAL
State: UT

Complaint narrative:
This is a request to re-open my dispute case previously submitted via CFPB, originally found in my favor. 

Complaint ID- XXXX Synchrony sent me a final letter via CFPB indicating the XXXX was found in my favor. They sent me a check with my refund and they sent me a statement which indicated my balance was {$0.00}. Today, XX/XX/XXXX, I logged into my account only to find out that they have re-charged my account for the " FINAL CREDIT '' they had provided me per final reg.e communication letter a total of {$7800.00}. I only found out because I proactively logged in, no communication was sent indicating they overturned the case, which should be a violation of the regulation. 

Today, XX/XX/XXXX, called the assigned synchrony case XXXX to find why I was charged again, since we had resolved the case in my favor. The XXXX working on the case indicated that is because the merchant provided additional proof, so they could take the money back as the letter states the merchant has up to XXXX days to respond to the case. I reviewed the final letter, and this info is incorrect. The final letter does not indicate the merchant has up to XXXX days to re-dispute. Anyhow, I asked what poof the merchant had provided she said she couldn't see that info until I re-opened the case therefore I am re-opening this case via this platform, because they have not been helpful at all. 

I am re-attaching previously submitted documentation, plus the final letter which indicates the case was found in my favor, copy of my refund check and statement copy which indicates my balance of {$0.00}. 

Additionally here is the case background as per Complaint ID- XXXX On XX/XX/XXXX, I purchased XXXX one-way airline tickets to XXXX, XXXX through XXXX XXXX using XXXX XXXXXXXX XXXX XXXX XXXX card XXXX which is issued by Synchrony Bank. The tickets were advertised at {$670.00} each, and I expected to be charged that amount per ticket. Only XXXX transaction posted correctly at {$670.00}. The remaining XXXX transactions posted at {$3000.00} each, which is over XXXX times the expected price and completely unreasonable for a one-way, non-direct flight to XXXX. I immediately contacted XXXX, expecting them to acknowledge a possible pricing or technical error. However, they refused to assist or investigate. After returning from the funeral, I contacted Synchrony Bank to dispute the charges. My first dispute was closed on the grounds that I had not provided documentation, even though I was told my XXXX XXXX  statement showing the price discrepancy would be sufficient. I reopened the case and submitted my billing statements along with a receipt showing the correct {$670.00} charge. Despite this, the dispute was again denied with a vague explanation : " We have not received proof that the account is owed a credit. '' I believe Synchrony Bank has violated Regulation XXXX ( XXXX XXXX XXXX ) in the following ways : Failure to promptly initiate the dispute : I re-appealed my case by phone on XX/XX/XXXX. However, I did not receive confirmation that the case was opened until XX/XX/XXXX. Regulation XXXX requires the bank to initiate the investigation promptly upon notice. Failure to provide a provisional credit or resolve the issue within XXXX business days : Regulation XXXX requires a bank to either resolve the dispute or issue a provisional credit within XXXX business days. This did not happen. I feel I am being taken advantage of during a difficult time, and no reasonable explanation has been provided as to why XXXX of the XXXX transactions were charged at such an extreme and unjustified amount. I am requesting that Synchrony Bank issue a refund for the overcharges and that this matter be properly investigated. I am simply seeking a fair outcome and to be protected from what appears to be a pricing or billing error.

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