Consumer complaint received 2020-05-28
Company: SYNCHRONY FINANCIAL
State: WV
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:
I was recently referred to your office by Senator XXXX office ; the issue is trying to obtain a refund for a Cruise that was cancelled because of the pandemic. I realize there is a lot on everyones plates at this time ; but refunding the cost of something that was never received should not be an issue. My frustrations are with both the credit card company ( i.e., Sams Club Synchrony Bank SCSB ) ) and with the cruise line, i.e., XXXX. At this time, SCCB has placed me on notice that they have temporarily refunded to my account the full amount of the payment I made in XXXX ; however, they have indicated that XXXX has the option to provide counter information over the next two months and the chargers could be reinstated. 

I realize that these are unique times and we all need to be patient as the coronavirus pandemic is having significant impacts on lives and on businesses. I am writing this letter to simply inform you of a potential upcoming problem and requesting guidance on my options if needed. 

Background : In XXXX, I fully paid for a cruise to the XXXX. On XX/XX/XXXX, XXXX notified me that the cruise was cancelled, but that it would be several weeks before we could apply for a refund. I attempted to file for refund on a couple of occasions, but the web site indicated the form was not available. Chalk it up to old age or simply misreading their email, but apparently you were only allowed to file for a refund during a 7-day period ; a period that occurred during a time when we were focused on some family caregiving activities. The default for not responding was that I accepted cruise credits ; this to me seems to be wrong, i.e., the default provides the customer with something not originally purchased. 

In a XX/XX/XXXX conversation with a XXXX representative they told me that the time frame for filing for a refund had passed and that I was left with future cruise credits that I would be required to use within the year. I simply think that a refund on a cruise XXXX cancelled should neither be limited to a prescribed short-period of time nor should I be required to accept future credits for a cruise that we may not be able to take. The default provision for a service not provided should be a refund to the consumer ; it should not default to some cruise credits for some future cruise. I did not buy cruise credits ; I purchase a prescribed cruise which was cancelled With respect to the credit card company ; initial discussions with a company representative told me that there is little they can do until I have explored all possibilities with XXXX. After several minutes of discussion, the SCSB representative reluctantly agreed to allow me to immediately file to dispute the XXXX charge to my credit card. Recently I received notice that the dispute was temporally found to be in my favor, but I was put on notice that XXXX could provide documentation to reverse the decision. 

Previous correspondence has been with : - XXXXXXXX XXXX XXXX : XXXX XXXX, VP Guest Services, XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX - Sams Club Credit : SYNCHRONY BANK XXXXXXXX XXXX  XXXX XXXX, FL XXXX - Honorable XXXX XXXX XXXX ; with a follow-up message from XXXX, XXXX ( XXXX ) XXXX Summary : This complaint is to simply alert your office to a situation that may ultimately need your advice or help. In my mind the issue is simple, i.e., service not provided, payment was made ( as required ) over 100 days ago, money is in holding by cruise line, refund should be automatic. It should not take months from time of cancellation for the matter to be resolved. And, I ( as a customer who did not receive the services I paid for ) should not be forced to accept cruise credits. 


Yours Truly, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WV XXXX Telephone : XXXX XXXX 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