Consumer complaint received 2026-01-04 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: AR

Complaint narrative:
CFPB Complaint Narrative ( XXXX & XXXX to Submit ) I am filing a complaint regarding Sams Club Travel ( Members Deals ) and Synchrony Bank for their mishandling of a hotel reservation dispute involving false advertising, misrepresentation, and failure to conduct a proper investigation. 
On XX/XX/year>, I booked a hotel stay at the XXXX XXXX in XXXX, Illinois, through XXXX XXXX XXXX ( XXXX ) XXXX XXXX. The XXXX XXXX XXXX website advertised the room as a Double King room. During the booking call, the representative placed me on hold to confirm with a XXXX that the hotel offered a Double King room. Based on that confirmation, I completed the booking. 
Immediately after the call, I contacted the XXXX XXXX directly to verify the room type. The hotel informed me that no such room type exists at that location and that they have never offered a Double King room. Within XXXX minutes of booking, I called XXXX XXXX XXXX back to cancel the reservation due to the false and misleading information provided by their representative and their website. I was told the reservation was cancelled and was given a CARES cancellation number. I also clearly stated that the cancellation was due to false advertising. 
I have email documentation from XXXX XXXX XXXX showing the room type they advertised, which does not match the actual offerings of the XXXX XXXX in XXXX, Illinois. 
Despite cancelling immediately, Sams Club Travel has not resolved this matter. I have now filed XXXX disputes with Synchrony Bank ( the issuer of the XXXX XXXX credit card ). Each time, Sams Club Travel has submitted documents to Synchrony that are so small and illegible that neither Synchrony Bank nor I can read them. These unreadable documents are being used as justification to deny or delay my dispute. 
In my most recent dispute, I specifically requested that Synchrony Bank obtain the recorded phone call between me ; the Sams Club Travel representative, as this call will clearly show the misrepresentation about the room type. I also requested readable documentation. To date, I have received no readable documents, no explanation, and no meaningful update on the investigation. 
I am requesting CFPB assistance because : Sams Club Travel engaged in false advertising and misrepresentation. 
I cancelled the reservation within XXXX minutes, yet the charge remains. 
Sams Club Travel continues submitting unreadable documents to Synchrony Bank. 
Synchrony Bank has failed to conduct a proper investigation and has not obtained the call recording I requested. 
I have not received any clear communication or resolution from either party. 
I am seeking a full refund and a thorough investigation into the false advertising and unreadable documentation used to deny my dispute. 

I contacted Sam 's Club Travel Members Deals on XX/XX/year>, and a representative took the cancellation over the phone. The representative provided confirmation in writing to me on XX/XX/year>, which is the first correspondence from XXXXam 's Club Travel Members Deals. 
I received several email messages ( XX/XX/year>, XX/XX/year>, and XX/XX/year>, with an updated ( I can provide all email communication ). After Sam 's Club Travel refused to refund me my additional {$730.00}. I then went to Synchrony Bank to dispute the charge with the credit card company. I was refunded {$500.00}, but the {$730.00} is what Sam 's Club TraveXXXX is refusing to give me back. I have disputed the total charge of {$1200.00} on XX/XX/year>, claim # XXXX XXXX dispute with Synchrony Bank on XX/XX/year>, claim # XXXX. Synchrony is still accepting the illegible documents from Sam 's Club Travel. 

Please help to resolve this issue with these XXXX companies, in which I feel that they are giving me the run around in hopes that I get tired and give up. I refuse to give in and let Sam 's Club TraveXXXX charge me for the XXXX rooms, and I cancelled the reservation due to their false advertising of the room.

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