Credit card -- Problem with a purchase shown on your statement -- Complaint #19021936
Complaint Overview
Complaint ID: 19021936
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: Michigan
ZIP Code: 493XX
Date Received: 2026-01-26T12:00:00-05:00
Date Sent to Company: 2026-01-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing a complaint regarding Synchrony Banks handling of a billing dispute on my PayPal XXXX XXXX account. I disputed a charge for merchandise that I never received. The merchant provided a XXXX tracking number as proof of delivery. XXXX subsequently confirmed that this tracking number corresponds to a shipment addressed to a different recipient at a different address and that it was correctly delivered to that other party. XXXX explicitly characterized this situation as fraud, not misdelivery. I provided Synchrony Bank with written documentation confirming that the tracking number does not belong to a shipment addressed to me and therefore does not constitute valid proof of delivery under card-network rules. Despite this, Synchrony closed the dispute and reinstated the charge, stating only that delivery was confirmed. Synchronys response does not address the material evidence submitted and relies on delivery confirmation that XXXX has confirmed is unrelated to my address. This constitutes a failure to properly investigate a billing error involving non-receipt of merchandise. I am requesting that Synchrony Bank conduct a proper review of the dispute, disregard the merchants invalid delivery evidence, and correct the billing error consistent with applicable credit-card dispute standards.
Frequently Asked Questions
What is Complaint #19021936 about?
Complaint #19021936 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 2026-01-26T12:00:00-05:00.
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.