Consumer complaint received 2022-04-21
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit card or prepaid 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:
XX/XX/2022 I went online and purchased a printer and an all-in-one computer from the XXXX XXXX. When I purchased the computer and printer I was told I would be able to track my packages from the time of shipping to the time of delivery. On XX/XX/2022 I received tracking information for Printer XXXX # XXXX and the computer XXXX  # XXXX. I was able to track printer all the way until delivery, but when it came to computer I could not track it after XX/XX/XXXX. The only tracking info I was given it was loaded on trailer XXXX XXXX at XXXX XXXX. and would be delivered XX/XX/XXXX by days end. On XX/XX/XXXX I received Printer but did not receive computer with my printer like the XXXX supervisor said I would and XXXX sales rep said I would and the chat line said I would. I put in dispute on XX/XX/XXXX about the fact I could not track my computer like I was guaranteed by XXXX when I ordered it and no one at XXXX or XXXX could tell me where my package was from XX/XX/XXXX to XX/XX/XXXX. I felt the computer was compromised and did not want it and on XX/XX/XXXX I put in dispute with PayPal Credit which is Synchrony Bank about the fact that I could not track my package and someone changed my dispute reason to not delivered and I did not say that. They would not change the reason for the dispute they would route me to XXXX  or they would hang up on me. They were not trying to resolve my issue that I was having with my dispute and one of their agents on XX/XX/XXXX advised me they put my money back into my account but would not give me proof in anyway when I asked for it and today on XX/XX/XXXX I went to my PayPal Credit account and they have charged me for the Printer and the computer again {$1300.00} when I had already shipped the computer back on XX/XX/XXXX. When I contacted them today, I was hung up on by one representative and the other representative at XXXX  advised me they do not handle financial transaction and the woman that did that should have known that. When I called back to get in touch with someone at Synchrony Bank about this problem their automative system did not recognize my contact information like my 4 digit account number or phone number. I am given to believe someone is going into my personal account and committing fraud by changing the reason for my dispute and taking money out unauthorized money out of my account without my permission. When I called back to find out what is going on I am given the run around. My concern is that someone is able to go into my account and change information without my permission and PayPal Credit Synchrony Bank are not trying to help me resolve this issue. Original reason for the dispute was I did not want to pay restocking fees for a computer I felt may have been compromised because I could not track it for 5 days and no one could tell me where it was located, not XXXX or XXXX.

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 explanation