Consumer complaint received 2022-08-14
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Dear CFPB Officers, On XX/XX/2022, I have made a purchase on XXXX for an order that requires signature. My previous order was lost because XXXX left it unattended and did not collect my signature although XXXX said, " Signature required at time of delivery '' on its " Place Your Order '' page ( I also filed a complaint about it with CFPB moments ago ). This time, I decided to stay at home during delivery time frames to make sure my order was fulfilled correctly. 

An XXXX delivery guy threw my item in front of my doorstep and ran away, again. I caught him on his way, confronted him, and asked him why he did that although my order was classified as signature required. He asked if I still want it or not, he said he did not have time, and if I don't want it, I can give it back to him. Frustrated, I decided to open the package to make sure it was OK as he threw it violently. Surprisingly, I realized that was not I ordered although the name on the package is mine. 

I asked him about this, inspected the package with him, and asked him to be my witness in case XXXX argue about this. The XXXX delivery guy took out his phone, called somebody that seemed to be his manager, and asked me to talk with him over the phone. The " manager '', together with the delivery guy, encouraged me to return the item for a full refund. Importantly, they assured me that I can return it to the delivery guy right at the scene. I doubted a little bit, but still agreed to do so. 

All of the incidents are recorded using my cellphone since I was recording a video for my friend to look at my house at that time. 

I also believe that the video is a proof of returned merchandise since it shows that XXXX delivery guy left with my returned item on his hand. Besides, the video proves that the item I received was different than what I ordered on the website, and XXXX delivery guy left my package unattended, again ( despite the fact that my order was " signature required '' ). 

I have provided XXXX as well as Synchrony Bank all above information and asked for a full refund. Again, they refused to do that and kept asking me to provide the tracking info of the returned merchandise, which is not applicable in this case. 

As in the previous complaint against XXXX and Synchrony, they kept repeating one thing and ignore all my points although I sent them the proof of returned item and wrong item delivered. 

XXXX must seriously take the major issue of not collecting customers ' signatures for signature-requiring-orders. With some research, ones can easily find that many customers also caught XXXX delivery guys signed for customers or marked the order as " handed directly to resident '' although the order was left unattended. I have friends working in XXXX XXXX delivery department and they also confirmed that this issue is true and happens all the time.

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