Consumer complaint received 2026-04-22 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: NY

Complaint narrative:
DEMAND LETTER OFFICE OF THE PRESIDENT SYNCHRONY BANK / PayPal Credit Card Date : XX/XX/XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Account Ending : XXXX To : Office of the President Synchrony Bank XXXX XXXX XXXX XXXX XXXX, PA XXXX RE : WRONGFUL REVERSAL OF DISPUTE CLAIM DEMAND FOR IMMEDIATE REINSTATEMENT OF {$220.00} CREDIT AND FULL ACCOUNT REMEDIATION Dear President / Executive Resolution Team : I am writing to demand the immediate reversal of your XX/XX/XXXX decision to close my dispute ( Case ID : XXXX ) and reinstate the {$220.00} credit to my account. Your decision is factually wrong, procedurally unjust, and I intend to pursue every available legal and regulatory remedy if this matter is not resolved within ten ( 10 ) business days of this letter. THE FACTS ARE NOT IN DISPUTE XX/XX/XXXX : I was enrolled in a XXXX XXXX free trial subscription as a promotional add-on when purchasing a single course ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) for {$19.00} XXXX. The terms stated the free trial would auto-convert to a paid annual plan. I did not authorize a recurring annual subscription. XX/XX/XXXX SAME DAY as the first unauthorized charge of {$88.00} : I immediately contacted XXXX via email demanding cancellation and a full refund. I sent multiple cancellation requests on XX/XX/XXXX, all of which were ignored. XXXX only response was an automated acknowledgment promising a reply within 48 hours a reply that never came. XX/XX/XXXX : I escalated, sending a formal written demand referencing the prior unanswered requests. I explicitly threatened to file a PayPal fraud claim and did so resulting in PayPal Case ID XXXX for {$88.00}. XX/XX/XXXX : Despite my XXXX dispute, XXXX continued billing. I sent additional cancellation demands in XX/XX/XXXX. Still no substantive response. No cancellation confirmation. No refund. XX/XX/XXXX : I was charged yet again {$220.00} more than one full year after my first cancellation demand. This charge was entirely unauthorized. I have never used this service. My XXXX account shows zero courses accessed or completed. The subscription was not cancelled according to XXXX policy because XXXX never responded to my cancellation requests. That failure belongs to the merchant, not to me. YOUR STATED REASON FOR CLOSING THE DISPUTE IS FACTUALLY AND LEGALLY WRONG Your XX/XX/XXXX letter states : The information we have on file shows that the purchase or service was not cancelled according to the merchants cancellation policy. This conclusion is both factually inaccurate and legally indefensible. Here is why : 1. I attempted cancellation repeatedly and in writing beginning the same day as the first charge. The enclosed documentation proves I sent cancellation requests on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These are not allegations they are documented, timestamped communications. 2. The merchants failure to process my cancellation does not extinguish my right to a refund. Under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 et seq., a billing error includes charges for goods or services not accepted or not delivered as agreed. A subscription I attempted to cancel, never used, and was never acknowledged for constitutes exactly this. 3. XXXX provided you documentation that is misleading. Their claim that cancellation did not occur per their policy conveniently omits that their support team never responded to any of my requests. A merchant can not ignore cancellation requests and then claim the customer failed to cancel. 4. You failed to conduct a thorough investigation. Under Regulation Z, which implements the FCBA, you are required to conduct a reasonable investigation before resolving a dispute. Accepting a merchants self-serving documentation as conclusive without considering my extensive written record does not meet this standard. MY DEMANDS I demand the following, in writing, within ten ( 10 ) business days : 1. Immediate reinstatement of the {$220.00} credit to Account Ending XXXX, inclusive of all associated interest and fees charged since the reversal. 2. Reopening of the dispute and re-investigation with full consideration of the documentation provided herein, including all cancellation emails sent to XXXX. 3. Removal of any negative credit reporting related to this disputed balance. 4. Written confirmation of the above actions. IF YOU FAIL TO ACT, I WILL PURSUE THE FOLLOWING REMEDIES WITHOUT FURTHER NOTICE : Formal complaint to the Consumer Financial Protection Bureau ( CFPB ) at consumerfinance.gov/complaint Formal complaint to the Office of the Comptroller of the Currency ( OCC ) Formal complaint to the New York State Department of Financial Services ( XXXX ) XXXX XXXX XXXX XXXX in XXXX XXXX XXXX for {$220.00} plus court costs and statutory damages under the FCBA Consultation with consumer protection counsel regarding Synchronys compliance with Regulation Z dispute investigation requirements I have been a customer in good standing. This dispute is not frivolous it is backed by more than a year of documented, ignored cancellation requests against a merchant that has never responded substantively to any communication. I expect the respect of a real, substantive response not an automated acknowledgment. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Enclosures : XXXX receipt dated XX/XX/XXXX Email to XXXX dated XX/XX/XXXX ( cancellation demand # 1 ) Email to XXXX dated XX/XX/XXXX ( cancellation demand # 2 ) Email to XXXX dated XX/XX/XXXX ( cancellation demand # 3 ) Email to XXXX dated XX/XX/XXXX ( cancellation demand # 4 ) Email to XXXX dated XX/XX/XXXX ( cancellation demand # 5 ) Email to XXXX dated XX/XX/XXXX ( cancellation demand # 6 ) XXXX auto-acknowledgment ( no human response received ) PayPal Case ID : XXXX documentation Synchrony Bank letter dated XX/XX/XXXX XXXX account screenshot showing zero courses accessed

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