Consumer complaint received 2023-10-07
Company: SYNCHRONY FINANCIAL
State: GA
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
On XX/XX/XXXX I purchased an XXXX XXXX through XXXX. To pay for the product I signed up for PayPal credit with 6 months of interest free. I saw the seller had created a tracking number with XXXX but XXXX never received the item. I have this proof through XXXX so I can clearly prove the item was never even shipped. I had a bad feeling about this purchase after I made it so I immediately contacted the seller and got no response. I then filed a dispute with PayPal/synchrony bank XXXX They opened the dispute and several days later I contacted them for an update. They were very dismissive on the phone but I eventually found out they ruled in the sellers favor. I asked them could I send proof that I never received the item. They said yes and reopened the dispute. They had no way for me to send these documents other than a website that allowed me to send an online fax. I asked if I could email them or mail them but they said the only way was through this online fax portal which they directed me through. I did this and they told me they received the items. They would be in touch in ten days. No contact. I called them back and they said they mailed a letter out I had to sing and return. Again no option for email. This went on several times I had six or seven letter mailed out none of which were about the dispute. They were all forms for which I was supposed to return to reinstate my PayPal credit account. I called maybe ten or twenty times to see what elses I could do. Every time they told me I needed to return this letter because I had filled it out wrong. They couldnt tell me which part was incorrect, they couldnt put me through to any higher management, there was literally nothing more I could do. Finally I contacted them one last time. Today XX/XX/XXXX and they took me through he same procedure. No notes in the account no records, no help, no further instruction. You must return the letter. On one occasion they pulled the wrong account up for me and told me I dont have PayPal credit. It was an account for XXXX XXXX XXXX and not myself. I do not feel comfortable with this company holding any of my information. It is a legal issue in regards to personal information sharing. But thats that the icing on the cake. I still owe the XXXX and some change even though I never received the product. At the end of the last phone call the supervisor basically told me nothing could be done and they ruled in the sellers favor. They never reviewed my case. It clearly shows I never received the item. They would not escalate it to higher management. After 10 or 20 calls they basically told me there was nothing I could do at all. I ended the call and will pursue legal action. They are committing fraud, theft, negligence to their customers, lack of responsibility with their customers personal Information, poor customer service, causing unneeded stress to people looking for a service, lack of care and empathy, and ultimately not operating within the guidelines of a financial institution. They should not be allowed to operate in XXXX. My first payment due date is XX/XX/XXXX after which my credit score will be effected. I have worked extremely hard since arriving in the USA in XXXX to build my credit score into the high XXXX this will bring it down. I will not stand for this and it is an urgent matter to get this resolved. I would greatly appreciate any help that can be provided. I feel like I have been backed into a corner and there is no way out no way to get my money refunded for an item I didnt receive and worst of all am just waiting for my credit score to plummet. Thank you for your help, time and coooeration.

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 non-monetary relief