Consumer complaint received 2021-07-13
Company: SYNCHRONY FINANCIAL
State: LA
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:
XXXX Order placed for XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX  from XXXX XXXX XXXX XXXX Order # XXXX. PayPal Credit Payment {$1500.00} XXXX Received notification via email of order status update. Order had shipped. 
XXXX  Tracking # XXXX XXXX Order # XXXX shipment arrived, received and signed for by myself. 
I fully charged the new battery pack for testing to insure it is working properly XXXX performed as expected. 

XXXX Used battery pack in XXXX XXXX XXXX XXXX performed as expected. 

XXXX Used battery pack in XXXX XXXX XXXX XXXX  performed as expected. 

XXXX Used battery pack in XXXX XXXX XXXX XXXX performed as expected but found battery to have a sloppy fit in battery compartment. Attempted to contact XXXX XXXX  XXXX XXXX for fix through online store contact form. No reply from merchant. Fabricated foam padding as solution to tighen up fit of battery in battery compartment. 

XXXX Used battery pack in XXXX XXXX XXXX XXXX  performed as expected. 

XXXX Battery at over 40 % capacity stopped taking a charge and will not power on the bike. Attempted to contact XXXX XXXX XXXX XXXX for troubleshooting through online store contact form. Product failed less then 30 days after I received it. No reply from XXXX XXXX XXXX XXXX. 

XXXX Emailed at XXXX in an attempt to get help with this problem. No reply. Attempted to call. Voicemail does not pick up. 

XXXX thru XXXX Opened up XXXX to attempt to message store merchant to help resolve the problem. Multiple messages sent. Still no reply. Reviewed XXXX XXXX XXXX  XXXX XXXX page in attempt to find anyone having this problem which XXXX have a solution. Found plenty of complaints of lack of communication and customer support from XXXX XXXX XXXX  XXXX. 

XXXX Filed dispute with PayPal Credit ( Synchrony Bank ) for defective product Still no attempt from XXXXXXXX XXXX XXXX XXXX  resolve or communicate. 
Received automated notification status change Disputed from Merchants Store XXXX Returned battery pack to XXXX XXXX XXXX XXXX via XXXX XXXX at my own expense in hopes to get someones attention within this company. Tracking # XXXX Notified Merchant via email of the return with reasoning behind the return and supplied tracking information. Still no reply or attempt by merchant to resolve dispute XXXX PayPal Credit ( Synchrony Bank ) informed me XXXX XXXX XXXX XXXX Submitted document suggesting to file warranty claim effectively ending the dispute in his favor. I did not find out this information until weeks later when the charge was issued back to my account How can one file a warranty claim when no one will respond to email, messages or any other attempts to contact the entity? 

XXXX Battery pack shipment was delivered and signed for by XXXX XXXX XXXX XXXX by business owner. Still no attempt to make contact or resolve problem. 

XXXX PayPal notification of dispute resolution in merchant favor for warranty claim. Forced to elevate another dispute. This time in the form of a fraud claim. Submitted documentation evidence of failed attempts to contact merchant on numerous occasions. Still on contact from merchant XXXX PayPal Credit ( Synchrony Bank ) closed dispute in merchant favor XXXX Another attempt made through merchant online store contact form before filing yet another dispute for defective goods. Merchant finally responds stating he attempted to call and to call him back at my earliest convenience. No missed calls on my call log. No voicemail left. 

XXXX Merchant Finally responds stating that PayPal Credit ( Synchrony Bank ) has already deducted the refund from his account. PayPal Credit ( Synchrony Bank ) has still failed to apply the refund to my account. PayPal Credit ( Synchrony Bank ) claimed that there was no deduction made from his account and that the merchant has not issued the refund. 

XXXX PayPal Credit ( Synchrony Bank ) closed dispute in merchant favor XXXX Filed dispute once again. I was told by PayPal Credit ( Synchrony Bank ) that the dispute was filed under the wrong reason. Yet I have for a many different reasons the last few times each time presenting more evidence to make my case to include copies of emails sent, screen shots of XXXX messages with submitted photos of the defect and copies that proved the product was returned. Also Copies merchant was notified it was coming back and the return was signed for by the merchant XXXX XXXX XXXX XXXX and Copies of the response that claimed PayPal Credit ( Synchrony Bank ) had deducted the refund from his account. 

XXXX PayPal Credit ( Synchrony Bank ) closed dispute in merchant favor once again XXXX Began seeking legal assistance against PayPal Credit and XXXX XXXX XXXX XXXX for mishandling refund and dispute in the amount of {$1500.00} and for defective product and while getting mislead by both XXXX XXXX XXXX XXXX and PayPal Credi

t ( Synchrony Bank ) about what was going on. Evidence shows PayPal Credit ( Synchrony Bank ) has mishandled my dispute multiple times. PayPal Credit had originally confirmed in the beginning that merchant agreed to refund account yet dispute was still not properly resolved resulting in a chargeback to my account. Numerous occasions through PayPal Credit chat portal and phone calls to
PayPal Credit yielded false or misleading information claiming that I would not be charged while the balance was in dispute to include interest accumulations which it was told to me that interest would not accrue while dispute was opened. But it has and is according to my billing statements since XXXX. I was also given the wrong dispute reference ID when asked in order to resubmit documentation from the original dispute. Chargeback was placed on my account as a new purchase dated to occur XXXX effectively starting the 6 month promotional period over while interest accrued. This in turn forced me to file a fraud claim because the chargeback was no longer listed under the original purchase from the merchant but just listed as PayPal purchase in a different state. I was also told by PayPal Credit ( Synchrony Bank ) that I was clear to purchase another more reliable product from a different merchant before the chargeback had occurred in XXXX. Dispute was filed against the chargeback yet the chargeback is still on my account building interest.Furthermore I have found that PayPal Credit has double billed me for the billing cycle from XXXX to XXXX by two days of overlap in which a complaint was issued to them and nothing was done with it. My balance has caught up to the disputed amount which I was assured each and ever time I filed the dispute over and over that my payment would not be go to the disputed balance after the charge back had occurred in XXXX. My most recent payment was indeed applied to the disputed balance while in active dispute. After confronting PayPal Credit ( Synchrony Bank ) about what was told to me would happen and what actually happened I was told my payment would be reapplied to the undisputed remaining balance in one to two billing cycle and I just need to wait! Still XXXX XXXX XXXX XXXX has not issued the refund. 

PayPal Credit ( Synchrony Bank ) www.synchrony.com XXXX XXXX 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 monetary relief