Consumer complaint received 2023-03-12
Company: SYNCHRONY FINANCIAL
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
XX/XX/XXXX : A purchase of {$540.00} was made on the merchant site XXXX, through XXXX separate vendors on this date using the PayPal Credit account. The transaction was for XXXX XXXX XXXX advertised as being authentic instruments. XXXX XXXX ID : XXXX. 

XX/XX/XXXX - XX/XX/XXXX : The instruments were received within the month of XXXX, upon which they were taken to a local authorized XXXX dealer for a preliminary set up service. Upon the date of inspection for inventory, they were determined as counterfeit instruments and consequently denied service. This is when I first learned that what I bought was a cheap, counterfeit forgery. 

XX/XX/XXXX : The dispute process was initiated through the PayPal Resolution Center, typically the first line of defense with regards to buyer protection as outlined in PayPal 's Purchase Protection terms. Upon my phone conversation with the representative I was informed that the only method they would consider offering that would involve me being issued a return refund, was to ship the counterfeit items back overseas to XXXX. Given the potential for illegality involved with the shipment of counterfeit goods, especially overseas, I was very hesitant to pursue this option. However, I made it known that I was willing to determine shipping rates as we were on the phone conversation, though it became quickly apparent that there were no shipping rates that would make any fiscal sense in returning the items. I would effectively be left hundreds of dollars short in my bank account due to the ratio of the shipping rates to respective refund for the items, and still left without the promised goods that initiated my purchase in the first place. I was told that this was the only avenue I was able to pursue in getting a refund, despite PayPal 's Buyer Protection terms outlining multiple clauses ; the least of which states that buyers are in fact protected against receiving inauthentic items in transactions made through the PayPal platform. 

XX/XX/XXXX : Eventually I was able to speak to a customer service representative through the respective PayPal Credit customer service line, who informed me that I would in fact be able to receive a refund after offering multiple solutions. The main one being that I would be willing and able to return the counterfeit items, despite any personal qualms with potential illegality, to the sellers if they were to cover the whole cost of return shipping. I agreed to this proposed solution and was thus issued a full refund back to my PayPal Credit account of {$540.00}. 

XX/XX/XXXX : With the intent to continue using my PayPal Credit account, despite having yet to hear back from either seller or customer service representative with regards to return shipping, I spoke with a customer service chat representative through the PayPal Credit customer service portal and inquired if the chargeback was officially closed in my favor, so as to put off any worries of my credit limit being surpassed due to the nature of the charge potentially being reversed. I was assured that the case was already closed in my favor. Considering I had no further use for any of the counterfeit instruments due to the case being closed and having no interest in keeping evidence of importing counterfeit goods with my legal name tied to the transaction, I simply had them destroyed at a local waste management service. 

XX/XX/XXXX : Today I noticed that on XX/XX/XXXX, the full {$540.00} charge was reapplied to my PayPal Credit account. I immediately called the customer service line to inquire as to the nature of the reversal. I was informed that the offer notwithstanding was not able to be followed through with and further that the charge will stand. As of this date I have NEVER received in writing any clear explanation for why the charge was reversed again after being issued the credit and having it confirmed by a representative that the dispute was closed in my favor, I have NOT received any communication from the seller nor PayPal with regards to the fulfillment of the proposed seller-provided return shipping labels, and I am now left without any products to return after believing that I settled the issue once and for all.

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