Consumer complaint received 2018-01-05
Company: SYNCHRONY FINANCIAL
State: FL
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:
On XXXX XXXX, XXXX, I placed an order on XXXX shopping site for a pasta maker. Order number XXXX ( see attached receipt ). I have an approved XXXX credit card used for these purchases and they are typically paid in 6 installments and charged to the XXXX card. The company provides " SMART label '' return service for some items. This means you print a smart label out from their website or use the one sent with the shipment to return the item. This avoids customer having to pay upfront for the return it is then instead deducted from the amount of the refund due and it is their tracking system so it is supposed to provide " hassle-free returns ''. In this instance, I printed smart label from the website ( see attached ) Tracking number is XXXX, I dropped it off at the USPS office on XXXX/XXXX/XXXX. The USPS office provides a " drop off-label receipt '' but that label is not traceable according to the postmaster ( ridiculous ). For informational purposes, the Label # on the USPS drop off receipt is very faint in photo attached but is XXXX it shows it was accepted at XXXX on XXXX/XXXX/XXXX. It was accepted by Clerk # XXXX Bill # XXXX The USPS tracking number on the smart label is traceable and if you enter that number in the USPS or XXXX tracking site ... it shows it was received by the post office. Nothing else. XXXX tells me that it must still be at the post office. I went to the post office on XXXX XXXX to drop off another package and I checked up on it and USPS rep said it was no longer at their location so it must have been picked up by the XXXX third-party vendor ( XXXX ). In the meantime, I have submitted multiple email complaints, called and sent copies of the tracking label and proof of receipt by the post office to XXXX. I get canned email responses or a response that tells me no one has paid attention to the documents I have sent previously or my prior emails. Apparently, they are passing the buck to the third party vendor XXXX they have contracted to handle the Smart Label returns. 

On XXXX/XXXX/XXXX I called again and received a helpful representative. I provided the smart label information to the representative who put it in their own " tracking '' system ( I attached copy of those screen shots from their site that shows it was accepted by USPS ) and said she could see it was showing that it was still at the post office. She opened a case number to start tracking down the issue. The case number is XXXX. She told me to give it 3 days and if I have not heard anything to call back. 

Today XXXX/XXXX/XXXX I called and a representative tells me an email was sent out this morning after XXXX XXXX to me. I told her I have not received it. She said it can take up to 24 hours for an email to go out. (??? ) They have no problem getting an instant email out to me when I place an order or placing a charge on my card. Anyway, she reads it to me over the phone and says that they can not find any confirmation of that Smart label and I need to fill out papers and provide the proof. ( It is their smart label!! printed from their site! how can they not be tracking that .... and I have emailed it to them previously. Now, all the sudden if I do n't respond by the XXXX with the documentation and a notarized statement that I wo n't get refunded. First I do not have the document yet that they say they emailed to me plus I have to pay to get it notarized? 

The credit provider is blaming a third party vendor they contracted with and is purposely trying to create a difficult situation so that they can keep charging my XXXX store credit card for the 6 monthly payments and not refund my money. 

The customer service representatives are not helpful and you can not get anyone in authority on the phone to discuss the matter.

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