Consumer complaint received 2025-11-09 00:00:00
Product: Credit card — Store credit 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: VA

Complaint narrative:
Summary : After a fraud claim on a store card ( XXXX XXXX, Synchrony had made multiple adjustments on my account, resulting in an overcharge of {$5100.00} more than I owe, plus interest. I have spent hours on multiple calls and Synchronys own representatives have admitted they have overcharged me but failed to correct it. I am requesting that Synchrony immediately remove the {$5100.00} overcharge and any associated interest or fees, given that I was told by Synchronys support rep that I could skip the XXXX payment with no fees or interest while they resolved this issue, but I still accrued {$170.00} in interest. 



Details : On XX/XX/year>, I purchased two items at XXXX XXXX XXXX XXXX, VA ) . The items were one sectional sofa ( 4 pieces ) and one recliner. I financed this purchase with Synchrony Bank using their XXXX XXXX XXXX  offered in store. The financing terms were 12 months deferred interest with payment. This was a brand new card, opened the date of purchase. According to my receipt from XXXX , the total of the two items after taxes were the following : sofa ( {$5100.00} ) and recliner ( {$630.00} ). This summed to {$5800.00} and was the correct amount to be financed.

Several days later, I viewed my account and noticed a discrepancy. I had two separate charges listed on the card. One charge was {$5800.00} ( sofa + recliner ) and the other was {$630.00}. In addition to appearing to be a double charge, the lone {$630.00} charge had other odd discrepancies, such as a different transaction date ( XX/XX/XXXX ) and different location of purchase ( XXXX, Michigan ) than the original. The account balance was {$6400.00}. This was {$630.00} more than my receipt from XXXX XXXX I called Synchrony about this discrepancy and after consulting with a support rep, I filed a fraud claim against the additional {$630.00} charge from XXXX, Michigan. 


While the {$630.00} fraud claim was being investigated, Synchrony opened another account for me. They did not immediately transfer the balance of the original account to this new account. I am not ( to my knowledge ) currently able to access this original account. 


On XX/XX/year>, an adjustment of - {$630.00} and a balance transfer of {$630.00} was made on the new account. This put the account balance at {$0.00}. 


On XX/XX/year>, a XXXX  charge of {$5100.00} was added to the new account. This made me nervous that they thought my fraud claim was against the recliner in general, rather than the claim being against the errant additional {$630.00} charge. On XX/XX/year>, I called Synchrony about this and they indicated that this was a part of the fraud claim process and I needed to wait for the fraud claim to be resolved before Im expected to start making payments. 


On XX/XX/year>, I was sent a letter from Synchrony Bank via email. This letter said that the fraud claim was denied on the following grounds : You authorized, participated in, or benefited from the purchase. They said they reversed the transaction credit ( s ) along with associated interest and fee credits that were provided during the investigation. It appeared that while Synchrony was not acknowledging a change in their charges, they actually may have ended up correcting the charges listed on my account. I was satisfied with that outcome, despite the documentation implying no action was taken on my account. The total amount charged on my account at this point was still only {$5100.00}. 


On XX/XX/XXXX and XX/XX/XXXX, balance adjustments of {$5100.00} and {$630.00} were added to my account, respectively. Because I already had {$5100.00} charged to me on XX/XX/XXXX, this balance adjustment effectively charged me {$5100.00} twice. At this point, the total amount charged on my account was now {$10000.00}, which shouldnt even be possible, given my credit limit on the card was {$8000.00}. 


On XX/XX/year> I called Synchrony to address this issue. After speaking with a support representative, they assured me that they would resolve this errant balance adjustment. Trusting that was true, I went ahead and started making payments on the card just a few days later. 


On XX/XX/year>, I called about the adjustment again. I was assured it was being resolved. 


On XX/XX/year>, two balance adjustments were made in an effort to correct the charges. One balance adjustment removed- {$5100.00} and another removed - {$630.00}. This was an overcorrection by Synchrony. The - {$630.00} adjustment should not have been removed from the account. I did not register this overcorrection at the time, I just saw the balance go down and I was happy. At this point, the total amount charged to my account was {$5100.00}. This was {$630.00} less than my original XXXX charges. 


On XX/XX/year>, I paid the total balance remaining on the card. The account balance was {$0.00} on XX/XX/year>. I was excited to be done with this account, although I did not realize I still technically owed {$630.00} because it was not on my account. I accrued no interest at all at this point and stopped checking on my account status. 


On XX/XX/year>, I received a phone call from Synchrony which went to voicemail. The voicemail indicated that Synchrony was calling about the initial fraud claim, which I knew had already been closed based on the letter I received on XX/XX/XXXX. Also knowing that the account was fully paid down to {$0.00}, I was not worried about calling Synchrony back, in fear that if I did, more confusion could be caused on their side. 


On XX/XX/year> ( the next day ), Synchrony sent me a letter via email claiming they had closed their fraud investigation a second time. Synchrony also made two balance adjustments to my account. One that added {$5100.00} and another that added {$630.00}. By doing this, Synchrony over-adjusted my account by {$5100.00}. I did not realize that this adjustment had been made, as I thought the account was paid off and I had stopped logging into Synchrony or checking emails. At this point, the total amount charged to my account was {$10000.00}. This was {$5100.00} more than my original XXXX charges. 


On XX/XX/year>, Synchrony sent me an automated email stating that I had a payment due on XX/XX/XXXX. The email said my total account balance was {$5800.00}. This was when I realized that my account was no longer {$0.00}. 


On XX/XX/year>, I called Synchrony again. They initially denied the overcharge. I was on the phone with Synchrony for an hour and sixteen minutes. By the end of the phone call, the support representative acknowledged that Synchrony made an error. She confirmed this error with her manager. I was assured that in one or two billing cycles the {$5100.00} would be removed. I was also assured that I could skip that months payment with no interest or late fees while they resolved the issue. She told me she took very detailed notes on my account that detailed these assurances, in case I had to call in again. I warned that if I have to call again, I will file a CFPB claim and/or involve a lawyer. 


On XX/XX/year>, {$170.00} of interest was charged to my account, despite being told that this would not happen. I was hopeful that any future account adjustments would resolve this and waited. 


On XX/XX/year>, Synchrony sent me a letter via email. The letter seems to indicate that the purchase adjustment was denied, but admittedly, Im confused by the wording of the letter. 


On XX/XX/year>, I called Synchrony to check about a status update of the adjustment, given the next payment was due XX/XX/XXXX and I still had not seen a balance adjustment. I told multiple support reps to check the notes that I was told were on the account from my XX/XX/XXXX phone call. None of them looked at the notes so I explained the situation to each of them. After a one hour and thirty minute phone call, the rep acknowledged that Synchrony had over-charged me and that within 7-10 business days ( XX/XX/XXXX ), I should expect the balance to only include the {$630.00} charge plus any interest that accrued. 


On this call, I also told the support rep about the assurance that interest and late fees would not be charged last time I called in XXXX. I told her to check the account notes to confirm. She told me that there were no notes at all from my XX/XX/XXXX phone call and she told me that the guidance I was given about skipping the payment was false. She told me I would still be charged interest for the {$630.00} that I still owed and any account adjustments would not affect that amount. This is a violation of Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ).

I have no confidence that Synchrony will correct their errors after 5 months of back and forth with the company. I need help fighting this corrupt company.

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