Consumer complaint received 2021-02-04
Company: SYNCHRONY FINANCIAL
State: UT
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:
Summary : - The bank rejected the dispute on the products that I did not receive. 
- I gave the merchant the delivery instruction to place the package at the back door, but the merchant did not provide XXXX with this delivery instruction. Package was placed on the front door and thus the package was lost. 
- Amazon decided to refund to me, and sent money to the Synchrony bank that issues the Amazon store card. However, the bank refused to refund me, and the charge is remaining. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Details : I used Amazon store card to order a laptop in Amazon, from the third party merchant on XX/XX/XXXX. The laptop costed XXXX, and named " XXXX XXXX XXXX '' HD+ Touchscreen Laptop Computer_ XXXX XXXX XXXX XXXX XXXX XXXX up to XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ''. My package was supposed to arrive at the back door of my address on XX/XX/XXXX, but I could not find the package. I received the proof of the delivery from XXXX : however, the delivery instruction was not included in this proof, and the package was " Left At : Front Door ''. The front door is facing on the big street and not safe. 

For the package loss is suspected, I have searched around my house and asked my neighbors, but I could not have located the package. I have contacted with the merchant for the 1st time on XX/XX/XXXX, and they suggested to contact XXXX as their response on XX/XX/XXXX. I called XXXX on XX/XX/XXXX, and XXXX asked me to provide the serial number for the product, so I asked the seller for the serial number on XX/XX/XXXX. After 1 week of XXXX inspection, XXXX customer support told me on the phone that they could not locate the package on XXXX. So I asked for the refund from the seller on XXXX, and got the response basically saying please contact XXXX first. on XXXX. I have contacted the Amazon Customer Support on XX/XX/XXXX and they promised that they will ask the seller to either refund or resend the product. Then I received the repetitive message again saying please contact XXXX first again on XX/XX/XXXX. 

I made a dispute to refund through the Amazon store card issued by Synchrony Bank on XX/XX/XXXX. Given this dispute, Amazon issued a refund and send money to the bank on XX/XX/XXXX. However, the bank did not refund me, and rejected my dispute claim on XX/XX/XXXX. 

I called Amazon customer support on XX/XX/XXXX, and they sent me the evidence that Amazon sent money to the issuing bank. I called Synchrony bank customer support on XXXX, saying they will reopen the dispute case. Then this new dispute was rejected again on XX/XX/XXXX. I did not receive the refund yet.

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