Consumer complaint received 2025-09-17 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: FL

Complaint narrative:
VENMO Synchrony Bank XXXX XXXX XXXX XXXX, XXXX  XXXX Re : Purchase of Electric Bicycle Account Holder Name : XXXX XXXX XXXX Our File Number : XXXX Dear Sir or Madam : This letter is written on behalf of XXXX XXXX XXXX. It is our understanding that he purchased an electric bicycle, on pre-order, from a company named XXXX. The electric bicycle was called the XXXX XXXX. The order was placed on XX/XX/XXXX. The first payment in the amount of {$990.00} was paid through his Venmo account. That initial payment was followed up by six ( 6 ) consecutive payments. ( See attached screenshots of payments ). The total cost of the item was {$6300.00}. We understand that XXXX XXXX was promised that the electric bicycle would be delivered within a few months of his purchase. However, to date that has not taken place. For the past two years, XXXX XXXX has been trying to get in contact with representatives for XXXX, yet that has proven to be unsuccessful. Initially, XXXX XXXX was told that his delivery would be part of the second round of deliveries and those delivered were going to be made by or before the first quarter of XXXX. Yet again no delivery was ever made. We understand that XXXX XXXX has not been the only victim of this potential scam by XXXX. As a result, he added himself to the XXXX XXXX complaint list that is being investigated by the Deputy District Attorney for the State of XXXX. As such, he is not the only potential victim of a scam by XXXX. 
We understand that your company is refusing to reimburse him even though this clearly falls under a fraud claim. XXXX XXXX made a purchase and as it turns out this company has engaged in scamming and defrauding customers like XXXX XXXX. It is not fair that XXXX XXXX is not being reimbursed for a transaction that he made in good faith but ended up being fraudulent. Therefore, on behalf of XXXX XXXX XXXX, demand is hereby made that you reimburse him the payments made totaling {$6300.00}. 

I have also sent them a letter notifying them that if they do not respond, i will be seeking help. 

Dear Venmo and PayPal XXXX XXXX, This correspondence serves as a formal and final demand for immediate resolution regarding an unresolved fraudulent charge totaling $ XXXX on my Venmo Credit Card account. This incident has remained open and unaddressed for over three years, during which time I have been subjected to excessive interest accrual and repeated stonewalling by both Venmo and Synchrony representatives. 
Despite numerous attempts to follow dispute protocol, I have been given the runaroundtransferred between departments, denied proper escalation, and met with indifference to the protections promised to cardholders under applicable federal and contractual consumer rights. 
Please be advised that under Regulation Z ( 12 CFR Part 1026 ), which implements the Truth in Lending Act ( TILA ), I have the right to dispute unauthorized charges and expect those disputes to be resolved in a timely and reasonable manner. Additionally, per Visas Zero Liability Policy, which you publicly reference as a Venmo Credit Card benefit, I am not liable for any unauthorized transactions. This policy is outlined explicitly here : https : XXXX Furthermore, under Fair Credit Billing Act ( 15 U.S.C. 1666 ), any failure to investigate or correct billing errorsincluding unauthorized useconstitutes a direct violation of federal consumer protection law. 
I am requesting the following, immediately : Full reversal of the $ XXXX fraudulent charge Refund of all interest and penalty charges incurred as a result of your delay A formal acknowledgment and closure of the dispute in my favor If this matter is not resolved within 10 business days, I will be filing formal complaints with the following agencies : Consumer Financial Protection Bureau XXXX CFPB ) Federal Trade Commission XXXX FTC ) XXXX XXXX XXXX XXXX XXXX XXXX Office of the Comptroller of the Currency ( OCC ) State Attorney Generals Office Additionally, I am prepared to seek relief through civil litigation, including but not limited to damages under breach of contract, negligence, and bad faith failure to honor federally guaranteed protections. 
This matter has gone on far too long. I am seeking closure, not further excuses. The time for deflection has passed. 
Please escalate this matter to your executive resolution team. If I do not receive a satisfactory response within 10 business days, I will be forced to file formal complaints with the Consumer Financial Protection Bureau ( CFPB ), XXXX XXXX XXXX XXXX XXXX XXXX, and state attorney generals office. 

Mail to : Consumer Financial Protection Bureau XXXX Washington, DCXXXX  Last 4 SS # XXXX

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