Consumer complaint received 2020-07-25
Company: SYNCHRONY FINANCIAL
State: PA
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 originally put in a dispute to PayPal credit card on XXXXfor a charge to my account from XXXX   for damaged items in the amount of XXXX that was made on XX/XX/XXXX. 
I originally put the dispute in because XXXX  was not taking in-store returns due to Covid 19 and i was told to go online to print a return shipping label to return. When I went to XXXX to print the label A notification box popped up that clearly stated that once my item is returned i will not get my money back and That I will only be giving store credit. This purchase was a very expensive purchase and I do not want store credit i want my money to be refunded to my original form Of payment which was XXXX. Also I was not informed at the time of purchase that I would not be able to get a refund. 

I then proceeded to call XXXX and I put a dispute in on XX/XX/XXXX in the amount of XXXX with a representative. I waited the allotted time frame that was given for XXXX  To respond to the dispute which was about 60 days. I notice that there was a charge on my account in the amount of XXXX on XX/XX/XXXX XXXX. I then proceeded to call XXXX I was informed by a representative that my dispute was closed and I was charged the amount of my dispute because I did not return the items. Then told the representative that I did not return the items because I did not want store credit and that was a reason for me filing a dispute in the first place. the representative then informed me that she has to put the dispute in again for a second time because the first person did not put it in correctly. The second dispute was entered on my account on XX/XX/XXXX in the amount of XXXX. And was awaiting a resolution. 

On XX/XX/XXXX called PayPal to discuss another a separate issue that I had on my account and I spoke with a supervisor name XXXX. 
While I had supervisor on the phone I had asked her about my status dispute in the amount of XXXX for target and XXXX advised XXXX that they have 60 days to finish the dispute process for this dispute and then I would need to wait another 30 days to see what would need to be to resolve my issue. 

Today XXXX XXXX get an emailed letter from PayPal that states Per my request my dispute is being cancel. I did not request for this dispute to be closed or canceled and this was already the second time that I had to put in a dispute and was waiting for a resolution. 
I called PayPal on XXXX XX/XX/XXXX and talk to another supervisor named XXXX and asked why was my dispute closed without my permission and that I did not request to close the dispute and basically the supervisor stated that There was nothing that he can do and that he would need to put in another a dispute for a third time and I would need to wait another 60 days from todays date of XX/XX/XXXX for a resolution Which is totally unacceptable. I feel like Im being given the runaround I just want to get this resolved as soon as possible because they told me that I have to hold onto the items until the dispute process is over but its been going on for almost 5 months and now I got to wait another 60 for a resolution that is no fault of my own. 
PayPal informed my that I have to hold on items until a resolution is reach but this stuff has been sitting in my house for months now. I Can not get paypal to help me with the problem Instead I am given the run around. I just want a resolution and not have to wait another 60 days it has been going on way to long.

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