How to dispute a charge with Synchrony Bank: complete guide

You have a charge on a store credit card and you want to dispute it. If the back of your card says Synchrony Bank — and it might even if the front says Amazon, Lowe's, Care Credit, or dozens of other names — here's the complete path to getting it removed.

Synchrony is the largest private-label credit card issuer in the United States. They don't issue cards under their own name at point of sale: instead, they power the credit programs for hundreds of retailers. If you have a store card, there's a good chance it's a Synchrony card.

Who this is for

This guide is for you if:

• You have a disputed charge on any Synchrony-issued store or medical credit card.
• You're not sure how to reach the right dispute team for your specific card.
• Synchrony denied your dispute and you want to know what comes next.
• You want to know what evidence Synchrony needs before you file.

Is your card a Synchrony card?

Before filing, confirm Synchrony is your issuer. Common Synchrony-issued cards include:

Retail: Amazon Store Card, Sam's Club Mastercard, Lowe's Advantage Card, TJX Rewards (TJ Maxx, Marshalls, HomeGoods), Gap / Old Navy / Banana Republic / Athleta, Ashley Advantage, JCPenney, Belk, Rooms To Go, Guitar Center

Medical / healthcare: Care Credit (the most common healthcare financing card in the U.S.)

Home improvement and auto: Lowe's, Floor & Decor, Rooms To Go, Discount Tire

Other: PayPal Credit (formerly Bill Me Later), Chevron/Texaco

If your card isn't on this list, check the back of the card for "Synchrony Bank" in small print, or look at your statement — the issuer appears in the account information section.

The fastest way to dispute a Synchrony charge

Two entry points for most programs:

1. Online or in the app — Log in at mysynchrony.com or your card's dedicated portal, navigate to the transaction, and select the dispute option. This creates an immediate written record and allows document attachments.
2. Call the number on the back of your card — Each Synchrony card program has its own dedicated phone line. The back-of-card number routes directly to the team that handles your specific card. If you've lost the card, the general Synchrony line is 1-866-226-5638.

The quick decision

If the descriptor on your Synchrony statement doesn't match what you remember, identify the charge on MysteryCharges before disputing.

Three ways to file a Synchrony dispute

Online — mysynchrony.com or your card's portal

Log in at mysynchrony.com or the dedicated portal for your specific card (for example, amazon.com/storecardservices for the Amazon Store Card, or carecredit.com for Care Credit). Select your account and navigate to your transaction history. Click on the disputed charge and look for "Dispute this charge" or a similar option.

The online form asks for your dispute reason, a brief description, and allows you to attach supporting documentation. After submitting, Synchrony creates a case with a reference number.

Care Credit note: Dispute Care Credit charges at carecredit.com (not mysynchrony.com) or by calling 1-866-893-7864.

Synchrony Mobile App

Download the Synchrony app (or your card's dedicated app — some programs like Care Credit have their own) and log in. Navigate to your account, tap the disputed transaction, and select the dispute option. The app mirrors the online portal's guided form and allows document uploads.

By phone — number on the back of your card

Each Synchrony card program uses a dedicated phone number. Always call the number printed on the back of your card first — it routes directly to the team managing your specific program, which is faster than navigating the general line.

If you don't have the card:

• General Synchrony cardholder services: 1-866-226-5638
• Care Credit specifically: 1-866-893-7864
• Amazon Store Card: 1-866-634-8379
• Sam's Club Mastercard: 1-800-964-1917

Have ready before you call:

• Your account number or card (last four digits)
• Merchant name, date, and amount as shown on your statement
• Dispute reason (unauthorized, not received, not as described, duplicate, billed after cancellation)
• Any documentation you've already gathered

Ask for a case reference number before hanging up.

By mail — certified letter to Orlando

Send written disputes to:

Synchrony Bank
P.O. Box 965035
Orlando, FL 32896-5035

Confirm the address for your specific card program by calling the back-of-card number. Some Synchrony programs use program-specific mailing addresses. Use certified mail with return receipt regardless of which address you use — it documents your 60-day FCBA filing window.

Include your name, account number, the disputed transaction (merchant, date, amount as on your statement), your dispute reason, and the statutory hook: "I am disputing this billing error under the Fair Credit Billing Act."

What Synchrony asks for

For unauthorized charges (fraud):

• Statement showing the charge
• Confirmation you did not authorize it
• For identity theft: FTC Identity Theft Report (identitytheft.gov) or police report

For item not received:

• Order confirmation with expected delivery date
• Delivery tracking showing non-delivery or wrong-address delivery
• Merchant correspondence about the missing item

For item not as described:

• Product listing screenshot or archived copy at time of purchase
• Photos of what arrived
• All communication with the merchant about the discrepancy

For billing after cancellation:

• Cancellation confirmation with the date
• The cancellation date vs. the charge date
• Any merchant acknowledgment that the account was closed

For Care Credit disputes specifically: Include any documentation from the healthcare provider about what was or wasn't performed, along with your payment agreement if available.

For duplicate charges:

• Both entries on your statement
• One receipt showing the single legitimate transaction

The Synchrony dispute timeline

1. Day 1 — You file. Case opens, reference number assigned.

2. Days 1–5 — Provisional credit typically issued. Synchrony credits your account on most credit card disputes while the investigation runs. The credit is conditional.

3. Days 5–30 — Synchrony investigates. Clear fraud and duplicate charge cases often resolve in this phase.

4. Days 10–30 — Simple cases close here. If the merchant doesn't contest the chargeback, provisional credit becomes permanent.

5. Days 30–60 — Merchant response window. Contested cases extend. Synchrony routes the chargeback to the merchant or merchant's acquiring bank, which then has an opportunity to respond.

6. Days 60–90 — Final ruling. Synchrony issues a written decision. The FCBA caps credit card disputes at two billing cycles.

A note on store-specific dispute dynamics

Because Synchrony cards are issued as co-branded retail cards, the merchant in many disputes is the same retailer whose name is on your card. This creates an unusual dynamic: Synchrony has an ongoing business relationship with that retailer, which can affect how disputes are handled compared to a dispute with a third-party merchant.

This doesn't mean Synchrony will side with the retailer — the FCBA applies equally. But it does mean that the paper trail you provide matters more than it might with a general-purpose card. Document cancellations, returns, and merchant communications carefully.

What if Synchrony denies your dispute?

Request the denial reason and the merchant's evidence. Call the back-of-card number or send a message through your account portal asking for the specific denial reason and what the merchant submitted.

Appeal with targeted documentation. Address the merchant's specific evidence. If they claim delivery occurred and it didn't, provide tracking records. If they claim you didn't cancel and you did, provide the cancellation confirmation.

File a CFPB complaint. Submit at consumerfinance.gov/complaint. Synchrony must respond within 15 days. The CFPB complaint database for Synchrony is large — they generate significant complaint volume as one of the largest card issuers — and CFPB escalation produces results.

Send an FCBA escalation letter. The dispute letter generator produces a Synchrony-specific FCBA escalation letter with your denial reason and the relevant statutory provisions.

Consider small claims court. For amounts above a few hundred dollars with strong documentation, small claims court is an option without an attorney. See the escalation guide.

Common Synchrony dispute mistakes

1. Calling the wrong number. Synchrony programs each have their own phone line. Calling the general line when your card has a dedicated number adds time. Start with the number on the back of your card.

2. Filing before the charge settles. Disputes apply to posted transactions only. Wait for pending charges to settle before filing.

3. Missing the 60-day deadline. The FCBA window runs from your statement date — not when you noticed the charge. Calculate your deadline if you're uncertain.

4. Expecting the retailer to handle it. Some Synchrony cardholders contact the retailer (Amazon, Lowe's, etc.) expecting them to reverse a disputed charge. For simple returns or incorrect orders the retailer often can help. But for disputes where the merchant won't cooperate, the dispute goes through Synchrony using the process above — the retailer can't override Synchrony's dispute process.

5. Not tracking your case. Synchrony doesn't always send proactive status notifications. Log into your account or app periodically to check for status changes or documentation requests.

Use the right tool