Consumer complaint received 2025-11-26 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: AZ

Complaint narrative:
Subject : Synchrony Bank Verizon Visa Failure to Conduct Reasonable Investigation Dispute Mishandling Regulation Z Violations I am submitting this formal complaint against Synchrony Bank Verizon Visa for systemic failure to properly investigate and resolve a dispute involving non-delivery, merchant misconduct, and ongoing consumer harm. 

This complaint involves merchant XXXX and Synchrony Bank Verizon Visa 's refusal to reasonably investigate clear evidence of non-receipt of goods, merchant bad faith, and their mishandling of my dispute rights under federal consumer protection law. 

Summary of Incident I placed an order with XXXX for a showerhead. After excessive shipping delays and complete breakdown of communication, I returned the item after XXXX took over one full month to provide a return label. 

The merchant then attempted to deny my refund by claiming their 30-day window had expired despite the delays being entirely their fault. 

After prolonged disputes, I attempted a second order for a handheld showerhead. Due to the merchants disorganized systems, lack of response, and prior dishonesty, I refused delivery the same day it was delivered. 

That product was sent back to XXXX via carrier refusal. 
I do not have the item, and I never retained possession. 

Both products are currently in the possession of the merchant while they continue to retain my money. 

Merchant Behavior ( XXXX  ) XXXX  engaged in the following documented misconduct : Delayed return authorization for over one month Refusal to process legitimate refund Broken customer service systems Disorganized email records Contradictory statements False promises of refunds Lack of proof of delivery back to me Lack of shipment tracking for returned merchandise created by THEIR refusal process I have attached 30+ email exchanges clearly showing merchant misconduct, delays, and obstruction. 

XXXX later stated they would refund me but then received another email that they couldn't process the refund because a chargeback had already been filed. Their statements are not credible and conflict with prior behavior.

Failure of Synchrony Bank Verizon Visa to Resolve the Dispute Despite Overwhelming Evidence in my Favor.... 

Despite overwhelming documentation, Synchrony Bank Verizon Visa : Denied my dispute Refused to properly review merchant misconduct Failed to analyze email evidence Failed to validate non-delivery via refusal of shipment Allowed the merchant to continue charging me Gave me repeated runarounds Failed to provide a reasonable explanation for denial This is a clear violation of their duty to conduct a reasonable investigation under Regulation Z ( Truth in Lending Act ) and Fair Credit Billing Act ( FCBA ). 

Timeline of Harm End of XXXX / Early XXXX Initial incidents begin Multiple months of merchant delay and non-performance Over 30 documented emails submitted Multiple dispute attempts Credit card issuer repeatedly denies claim Merchant retains BOTH merchandise and funds I have neither of the showerheads, and the merchant still holds my money. 

Additional Regulatory Failures I have filed complaints with : Arizona Attorney Generals Office XXXX XXXX XXXX Neither Synchrony Bank Verizon Visa nor XXXX has responded to : AG complaints XXXX  complaints Documented written emails This demonstrates a pattern of regulatory avoidance and bad-faith consumer treatment. 

Violations Cited... 

This complaint raises violations of : 15 U.S.C. 1666 Fair Credit Billing Act Regulation Z Failure to conduct reasonable investigation Failure to credit disputed amounts Failure to provide written dispute resolution Failure to investigate merchant misrepresentation I have suffered : Financial loss Prolonged XXXX  Administrative burden Time wasted Denial of federally protected consumer rights Requested Resolution I formally demand : Immediate reversal of both disputed charges Permanent blocking of merchant XXXX  Written acknowledgment from Synchrony Bank Verizon Visa Confirmation of dispute reopening Written explanation of compliance procedures Assurance of no negative reporting Synchrony Bank Verizon Visa has failed its legal obligations to protect a cardholder against merchant fraud and deception.

Their refusal to conduct a reasonable investigation, coupled with their dismissal of overwhelming evidence, creates significant regulatory concern.

I am requesting CFPB intervention to enforce compliance.

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