Consumer complaint received 2025-07-30 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: KS

Complaint narrative:
On XX/XX/XXXX, I submitted a formal complaint to the CFPB regarding Synchrony Bank 's mishandling of a dispute filed against a purchase made with XXXX XXXX XXXX. On XX/XX/XXXX, I received an email from Synchrony Bank stating they had opened a dispute for the case. However, since that time, several things have occurred that further demonstrate Synchrony 's mishandling and complete disregard for the dispute process and their obligations under the Fair Credit Billing Act and FTC Holder Rule. It further suggests that Synchrony has no intention of resolving disputes or addressing complaints, including the one made to the CFPB, in good faith or in accordance with Consumer Protection Laws. Rather, they appear to be going through the motions to create a superficial paper trailshielding the merchant from scrutiny and enabling them to continue evading legal responsibility and violating federal consumer protection laws with impunity. Because I could not attach documentation of this ongoing failure to my existing complaint, I chose to close the previously complaint and open a new one so that I could include all new and relevant information, as I believe it is important to this case. Below is my initial complaint, followed by the added information and attachments. 
I am filing a formal complaint against Synchrony Bank for mishandling a billing dispute on a {$2100.00} store credit card charge from XXXX XXXX XXXX XXXX XXXX. The item was ordered in XX/XX/XXXX ( charged in XX/XX/XXXX ), after multiple assurances that it met specific requirements for my post-spinal XXXX recovery. It did not. The couch was misrepresented, arrived late, and lacked promised features. I was denied an exchange or refund. Within days, one side malfunctioned. The merchant took part of the couch for a quick repair, leaving the other unstable part in my home with protruding, exposed rails, posing a safety hazard. I was then ignored for XXXX months. After I filed a dispute, the merchant attempted to deliver a repaired piece, but a significant portion of recovery time had passed, and it didnt resolve the core issue of misrepresentation. I declined delivery and was yelled at and berated. I submitted a 70+ page dispute packet, including medical documentation, receipts, evidence of injury, call logs, and legal citations. Synchrony failed to respond to any of it and denied my claim without proof. Their denial cited a no return policy in the fine print on the receipt, but I never signed or saw this receipt. The merchant submitted a copy with someone elses signature ( that clearly isnt my name and starts with the letter C ), likely someone helping me with caretaking at the time. I was in post-operative recovery, heavily limited in mobility, and was not told or provided any information regarding return/refund/cancellation policies. Synchrony denied my disputes without conducting an investigation. On XX/XX/XXXX, a Synchrony rep admitted via live chat that they go by the merchants response, the merchant declined the dispute, and theres nothing we can do. This violates the Fair Credit Billing Act ( FCBA ), which requires a fair, impartial review. They also falsely claimed they uploaded documents on XXXX XXXX though their secure message center was discontinued XX/XX/XXXX. I never received those documents by mail or otherwise. Despite submitting over XXXX pages of documentation ( including legal citations, photos, call logs, and medical proof ), Synchrony ignored it. They never disclosed the merchants documents, including a falsified handwritten statement or receipt not signed by me. Additionally, they stated reopening disputes would be reported to major credit bureaus and could negatively impact my credit, raising concerns of intimidation and misconduct. This mishandling left me without safe seating for a year. My recovery was delayed and more arduous, requiring increased medical interventions and reduced/altered work capacity. A minor in my home was injured by the exposed rails during this time, and it was recently discovered that the remaining portion of the sofa is also mechanically defective. Ive spent over XXXX hours gathering evidence, writing formal correspondence, and pursuing a remedy for this issue -- incurring significant emotional, physical, and financial strain throughout the process. Meanwhile, Synchrony has ignored evidence and blatantly disregarded my rights under the dispute process as a consumer. Please see attached Final Demand Letter and Exhibits AH, which include detailed evidence, certified mail confirmation, a table of contents for the previous dispute packet sent to Synchrony, photographic and video documentation, and a formal summary of all time and cost burdens incurred. The attached demand letter and exhibits were professionally prepared on my behalf to assist in clearly presenting this matter and advancing it toward fair resolution. I am submitting them directly as the consumer. 
* * * Since filing the original complaint provided above, new information regarding Synchrony 's continued mishandling of the dispute and disregard for the complaint submitted to the CFPB has continued, which I have included documentation to illustrate ( See files labeled Synchrony Dispute Violation 7.28.25 and Exhibits I-A through I-D ), including evidence that : -They have once again recorded the dispute under the wrong dollar amount, despite repeated formal corrections, including the one outlined in the original complaint to the CFPB -They are continuing to defer to the merchantcontacting him again despite previously admitting he was ++ allowed to unilaterally deny the dispute without submitting any documentation ++ The merchant claimed to the Kansas Attorney General he submitted information in XXXX XXXX Synchrony that stated it should " serve as the formal record and be used for any future dispute and legal proceedings ''. I was never made aware of such documentation despite multiple formal requests that Synchrony provide it to me if it existed. Either Synchrony withheld it from me despite multiple formal requests, and is now inappropriately reaching out to the merchant again after he has already stated they are to use this as the formal record, or the merchant did not actually submit it to Synchrony, and is once again misrepresenting the facts. Either scenario highlights serious due process violations.

++They were formally notified that the receipt submitted by the merchant includes a signature that is not mine. This compounded with previous fraudulent claims allegedly made by the merchant to Synchrony, such as " that the issue had already been resolved '', when I was able to provide evidence to Synchrony to the contrary, further demonstrates Synchronys ongoing failure to investigate in good faith and its continued willful reliance on deceptive and unverified merchant statements to improperly deny valid disputes.

Synchronys decision to reach out to the merchant again in XX/XX/XXXX after I filed this complaintwhile citing the wrong dispute amount for the fourth timeis both redundant and inappropriate. 
These facts, along with the attached analysis and supporting exhibits, raise significant concerns about ongoing violations of the Fair Credit Billing Act and Synchronys failure to follow dispute resolution procedures. Synchronys continued inclusion of the merchant in the dispute process as of XXXX XXXX without disclosing submitted documentation or addressing previously raised misconductis entirely inappropriate and demonstrates ongoing procedural failure. It reflects a disturbing pattern of procedural negligence and bias in favor of the merchant, at the direct expense of the consumer. The fact that Synchrony also reopened the dispute under the incorrect amountyet againdespite repeated formal corrections and documentation, underscores a disregard for the dispute records and this very investigation filed with the CFPB, a breakdown in internal controls, and a clear indication that Synchrony has no genuine intention of resolving this dispute. Rather, they appear to be going through the motions to create a superficial paper trailshielding the merchant from scrutiny and enabling them to continue evading legal responsibility and violating federal consumer protection laws with impunity.

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