Consumer complaint received 2025-06-12 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: OH

Complaint narrative:
I have a Lowes Credit Card ending in XXXX, thru Synchrony Bank. On XX/XX/XXXXXXXX  I made an {$87.00} purchase at Lowes. The credit card payment was due in XXXXXXXX XXXX XXXX Synchrony sent me an e-mail, saying that they had not received payment for the {$87.00}, so I called Synchrony customer service and said I had paid using XXXXXXXX XXXX Bill Pay system. They then filed a dispute and put the payment on hold. I sent a copy of my bank statement showing Synchrony Bank had been paid {$87.00} on XX/XX/XXXXXXXX XXXX Then Synchrony Bank called and stated that they cant find what account in their system the money went to. They asked me to write a check with the account number on it and send it to them. In turn, they would show a credit of {$87.00} on the next billing statement which they did. 

Next, I received a letter from Synchrony Bank dated XX/XX/XXXX saying that they have been unable to locate my payment based on the information I provided, and that I owe {$87.00}. I called Synchrony customer services and opened a dispute again. So I sent a letter to Synchrony Bank on XX/XX/XXXX outlining the history of this dispute and documentation that I had paid the {$87.00}. 

On XX/XX/XXXX I received a letter from Synchrony Bank ) that indicated the information they received was insufficient to settle my claim. They asked again for a copy of my bank statement, a copy of the receipt, and a copy of the check. They already had received two copies of the bank statement, why would they need a copy of the receipt since that is what I was billed for, and the XXXX statement shows they received a payment of {$87.00} in the form of check number XXXX that they requested and in turn showed an {$87.00} credit under dispute. 

Again, I called Synchrony Banks customer service department after receiving the XX/XX/XXXX letter to find out what the issue was. Initially, I was told that they had no record of having received a copy of my bank statement. After I became extremely upset, the employee talked to a supervisor and they found the documentation and told me I could ignore this letter. 

On XX/XX/XXXX I received a letter from Synchrony Bank that I needed to supply copies of my Bank Statement again. At this point, on XX/XX/XXXX, I decided to file a complaint with the XXXX XXXX XXXX XXXXhat same day I received a letter from Synchrony opening up a dispute while they reviewed the notice sent from the XXXX 

The next day, XX/XX/XXXX, I received a call from Synchrony Banks customer service. They apologized to me, indicating this should never have gone on this long, and agreeing that I had paid the {$87.00} in question. I was asked to see if XXXXXXXX XXXX would send them a document which I cant recall the name. I went to XXXXXXXX XXXX and asked if they could provide such a document. I was told they only could do it between XXXXXXXX XXXX and not to other banks due security concerns. 

On XX/XX/XXXX the XXXX received a response from Synchrony Bank saying they needed more information concerning my dispute. On XX/XX/XXXX I received a letter from Synchrony Bank asking for more information. I have again sent them this information. However, I dont think this will end this dispute and that this is simply an attempt by Synchrony Bank to get me to give up and pay the {$87.00}.

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