Consumer complaint received 2026-06-06 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: GA

Complaint narrative:
I am submitting this complaint against Synchrony Bank regarding a disputed XXXX credit card charge and related negative credit reporting. On XX/XX/year>, I purchased two tickets through XXXX for the XXXX XXXX concert at XXXX XXXX in XXXX, Georgia, scheduled for XX/XX/year>. XXXX Order # XXXX shows two tickets in Section XXXX, Row XXXX, Seats XXXX, with an order total of {$800.00}. XXXX receipt also shows the payment method as XXXX ending in XXXX. The tickets were not delivered as agreed. Although the tickets initially appeared in my XXXX account, they disappeared on the day of the concert. XXXX redirected me to XXXX, where I was informed that the tickets had already been transferred to another email address. No tickets appeared in my XXXX account. After onsite escalation, a venue supervisor permitted entry, but when I reached the assigned seats, they were already occupied by individuals holding valid XXXX tickets for the same seats. A venue usher confirmed this issue. I disputed the charge with Synchrony because the underlying service was not usable, exclusive, or honored as purchased. Synchrony denied the dispute based on XXXX assertion that the tickets were valid, but that does not address the actual issue : the purchased seats were not provided to me. I also contacted XXXX and submitted a complaint to the Georgia Attorney Generals Consumer Protection Division. The Georgia Attorney General confirmed receipt of my complaint regarding XXXX and stated that it contacted the business on my behalf. A few days ago, I called Synchrony again and spoke with a supervisor. I explained why I did not pay the bill, namely that the charge relates to nondelivery of services by XXXX. The supervisor told me the balance was probably already on my credit report and advised me to dispute it with the credit bureaus. I have since received an alert from my credit monitoring service indicating that the matter is being reported. I also asked whether I could resolve or settle the balance, including possibly paying a portion to stop the credit damage, but the supervisor said Synchrony could not settle at this point. I am concerned that Synchrony is reporting a disputed balance as delinquent without accurately reflecting the unresolved nature of the dispute and without reasonably addressing the nondelivery evidence. This is not a situation where I simply chose not to pay a valid bill. The underlying charge arose from a documented merchant failure : XXXX did not provide usable, exclusive, honored tickets for the seats purchased. I request that the CFPB forward this complaint to Synchrony and require Synchrony to : Reinvestigate the XXXX transaction and nondelivery-of-services evidence ; Provide a written explanation of the basis for denying the credit card dispute ; Provide the documents Synchrony relied upon to conclude the XXXX charge was valid ; Correct or delete any negative credit reporting related to this disputed charge that can not be verified as accurate and complete ; Report the account as disputed to all credit reporting agencies while the matter is under investigation ; Confirm whether the reported balance includes only the {$800.00} ticket charge or also includes the separate {$75.00} parking charge ; Provide a reasonable resolution, including reversal, refund, correction of reporting, or another written settlement option.

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