Consumer complaint received 2024-01-29
Company: SYNCHRONY FINANCIAL
State: FL
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

Complaint:
On XX/XX/2023, I purchased a lawnmower from a seller on XXXX, I never received any transaction/shipping details after 3 days from the seller. I messaged the seller through XXXX as that's what they advised and no response. I then contacted XXXX to file a complaint and as I was doing that the supposed seller emailed me and said I would be getting the item ( this alleged seller had given 3 different delivery dates but no tracking info thus far ) XXXX then opened a dispute. I then noticed there was a tracking number provided and when I looked it up it stated it was delivered already at XXXXXXXX XXXX  to XXXX XXXX ( with no address provided ). I then contacted XXXX again and stated there was no delivery, all XXXX advised me to do was contact XXXX and see what the issue was. 

I wound up going to the actual hub in XXXX, FL and the guy advised me that this was a possible scam and due to security reasons could not give me any details of where this tracking number was delivered to other than it was not to my address and he advised me to call the XXXX XXXX. I called the XXXX XXXX and they confirmed that this tracking number was not delivered to my address nor was it my name that it was a female name and it was generated by Amazon, I asked if I could get any documentation and the cust svc rep stated she did not have the capability of doing that. So again I verified that it was not my name nor my address on the package and asked her if the credit company called XXXX would verify that to them and she said yes. 

I contacted PayPal Credit and filed a dispute with all the info I obtained and was advised it would take up to 60 days for a resolution after their investigation. I received a letter stating the dispute was closed because XXXX stated it was delivered. I then called PayPal asking why when there is proof, the rep then reopened the case and we went further to where I called XXXX on a 3way call and the XXXX XXXX confirmed to the bank that it was not delivered to my name nor my address and that it was an Amazon shipment tracking number. I also submitted documentation from Amazon stating that the tracking number is in no way associated with me and does not have my name or address and as stated it is someone else. So the case was now reopened and again up to 60 days for a resolution. 

On XX/XX/2023, I received a letter via my credit account on PayPal that the dispute was closed and once again it was advised that XXXX stated I received the delivery and that the reason for what looks to be a fake letter ( because of the letterhead logo ) is that XXXX has on record the authenticated shipping address on file matches the shipping label address used by the seller for the transaction. I immediately called Synchrony Bank and spoke to an account manager and he stated he saw all the documentation, screenshots, the documented 3-way phone call with XXXX, and many other pieces of info to support my claim of fraud and this being a scam. He doesn't understand why the disputes department doesn't look further into it to verify the proof I have sent and reopened the case. He also advised me to file a complaint at consumerfinances.gov which will then get to the corporate level, he also gave me the address and President/CEO 's name to also address the issue that way.

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 monetary relief