Consumer complaint received 2026-02-22 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: TX

Complaint narrative:
CFPB Complaint Against : Synchrony Bank ( Card issued via XXXX ) Merchant : XXXX I am filing a complaint against Synchrony Bank for improper handling of my billing dispute in violation of the Fair Credit Billing Act ( XXXX ), including failure to provide proper notice, failure to request documentation, contradictory communications, and refusal to provide a written decision or evidence package. 


Background : On XX/XX/XXXX, I disputed a charge of {$1400.00} for a XXXX flight because I was denied boarding and the airline retained my money. The charge was made using a XXXX XXXX XXXX issued by Synchrony Bank. 
I initially filed the dispute through XXXX XXXX XXXX because the card is issued through XXXX. 
In XX/XX/XXXX, I called XXXX multiple times and was told only to wait XXXX  days. 
In XX/XX/XXXX, I was told to call back the next morning for dispute issues, but no resolution was provided. 
In XXXX XXXX, when I escalated, XXXX apologized and informed me they could not handle the dispute and that I must contact Synchrony Bank directly. 
XXXX never informed me that documentation had to be sent directly to Synchrony Bank  by mail or fax, and never advised me that Synchrony has no access to XXXX XXXX XXXX. 

XXXX  Dispute Closed Without Notice : When I contacted Synchrony Bank in mid to late XX/XX/XXXX, I was told : My dispute had already been closed in the merchants favor. 
The reason was that I did not submit documents. 
Synchrony has no access to XXXX XXXX XXXX. 
Documents must be submitted only by mail or fax. 
This was the first time I was told any of this. I never received : A written request for documents. 
A notice that my dispute was denied. 
A written explanation of the decision. 

I had uploaded extensive documentation in XXXX XXXX XXXX, but Synchrony stated they could not see it. 


XXXX  Dispute ( Reopened ) : Synchrony agreed to reopen the dispute in late XX/XX/XXXX. I mailed all supporting documentation in the first week of XX/XX/XXXX. 

After that : I received multiple email letters ( letter attached via email ) confirming receipt of my documents. 
I was told the dispute was under review. 
Autopay was adjusted. 
Interest and fees would not accrue on the disputed amount. 


On XX/XX/XXXX, Synchrony emailed me stating : Were here to resolve your recently opened dispute claim During our review, payments on your disputed balance are not required. Your required minimum payment has been updated accordingly and fees and interest will not accrue on the disputed charges during the review process. 
However, when I called Synchrony on XX/XX/XXXX, I was told the investigation had already been decided against me on XX/XX/XXXX. 
This directly contradicts XXXX XX/XX/XXXX email, which represented that the dispute was still under review. 


Verbal Denial Without Evidence : During the XX/XX/XXXX call, Synchrony stated the denial was based on : You agreed to the merchants policies when booking. 
No evidence was provided. 
No written decision was provided. 
No copy of the alleged policy was provided. 
No explanation was given as to how merchant policies justify denial of boarding without refund. 

Denied boarding is not reasonably explained by signing merchant policies, and Synchrony has never shown : What policy was relied upon. 
Where I agreed to it. 
How it applies to this denial of service. 


Claim Reopened Again ( XXXX time ) Without Providing Decision : On XX/XX/XXXX, after I challenged the lack of written notice and evidence, Synchrony offered to reopen the dispute again, which I accepted. 

This means : The dispute has been unresolved since XX/XX/XXXX. 
No final written decision has ever been provided. 
No evidence package has ever been provided. 
Synchrony is repeatedly reopening the dispute instead of complying with documentation and notice requirements. 


Ongoing Failures Synchrony Bank has : Never provided a written final decision. 
Never provided an evidence package. 
Never explained the legal basis for denial. 
Repeatedly promised documents within XXXX weeks and failed to send them. 
Caused the dispute to remain unresolved for nearly XXXX year. 

Allowed system separation between XXXX and XXXX to delay and obstruct the dispute process. 


Harm I paid the disputed amount in XX/XX/XXXX despite the dispute. 
I lost the opportunity to act promptly against the airline. 
I spent months contacting XXXX and XXXX. 
I never received required notices or documentation. 
Had I been informed of the denial in a timely and documented manner, I would have pursued the airline separately.

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