Credit card -- Problem with a purchase shown on your statement -- Complaint #18584848
Complaint Overview
Complaint ID: 18584848
Company: Synchrony Financial
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: New York
ZIP Code: 11420
Date Received: 2026-01-08T12:00:00-05:00
Date Sent to Company: 2026-01-13T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I used PayPal Credit with a XXXX promotional financing option ( issued by Synchrony Bank ) to purchase XXXX glass bear mugs from an XXXX seller XXXX XX/XX/XXXX, for approximately {$5000.00}. The order was delivered on XX/XX/XXXX, in eight boxes. Four of the boxes were visibly torn and damaged upon delivery. When opened, I discovered that XXXX of the glass mugs were broken inside their inner packaging and unusable. I contacted the seller immediately on XX/XX/XXXX, and provided photos and videos documenting the damaged boxes and broken items. The seller acknowledged the damage, apologized, and advised me to be careful due to broken glass. Over the following weeks, the seller repeatedly delayed resolution by escalating and changing proof requirements, including requests for additional photos of all damaged units and later demanding a live video call, despite extensive documentation already provided. The seller later offered a replacement, but this offer was made only after weeks of delay. These items were purchased for time-sensitive holiday use, and by the time a replacement was discussed, the holiday period had passed, making a replacement no longer a reasonable remedy. I attempted to resolve the issue through PayPal, but the dispute was denied on eligibility grounds rather than through a factual review of the damage. I have mailed a certified written billing dispute under the Fair Credit Billing Act and am requesting that Synchrony Bank properly investigate and resolve this billing dispute related to the damaged goods.
Frequently Asked Questions
What is Complaint #18584848 about?
Complaint #18584848 was filed against Synchrony Financial regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2026-01-08T12:00:00-05:00.
How did Synchrony Financial respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Synchrony Financial?
Yes, visit the Synchrony Financial company profile at readthecomplaint.com/company/synchrony-financial to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.