Consumer complaint received 2022-12-21
Company: SYNCHRONY FINANCIAL
State: TX
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: Card was charged for something you did not purchase with the card

Complaint:
SIMPLY PUT - SYNCHRONY STRIKES AGAIN! 

I noted a charge for {$69.00} to " XXXX '' on my paypal credit account. I googled the name of the merchant and it took me to a XXXX website, I was more sure than ever this was not a valid purchase. I called paypal credit and filed a fraud claim. A few weeks later a nondescript white bubble mailer arrived to my mailbox at my company. It was not signed for, rather the postman just scanned and left in the box. Not knowing what it was I opened it to find a bubble roll inside with a box inside that " working lamp '' - again no idea what it was. I showed it to my husband and asked my employees - no one knew what it was, and for the record, I AM THE ONLY PERSON with access to my paypal credit account. I went back to the XXXX website I found earlier and I thought I would try to see if this was just an error, and I wanted to return the item received, as it was not intended for me. I got an email reply pretty quick. It should be noted between the website, the merchant name and the email reply is XXXX different company names- definitely a nice shell game going on. I was told the item sent was for heat press and screen print to align items. Well, that is nice. I do not do either trade. I sell knives in our store. When I made contact with the company their offer was for me to return the item to XXXX!! That would easily cost me {$20.00} in shipping and then I have no guarantee it was received. The package was sent to me from XXXX, CA. In lieu of returning the items, I was offered, " We can provide you with a 50 % refund equivalent to USD {$34.00} and you get to keep the product. '' WOW, isn't that convenient?? Still NOTHING I ORDERED, NOTHING I CAN USE. I am not even sure what it is or what it does! I had my claim denied by paypal because " item was received '' by buyer. I called paypal and opened another case, again explaining everything here to date. Then several weeks after the case was opened I got a phone call from someone with very broken english stating they were from paypal credit. Now the caller asked me for my account number! Which I knew right away was a scam. However, the caller insisted they were there to help me with my claim to XXXX. In fact, the caller WAS THE MERCHANT! They were trying to get me to admit I bought the item or that I was willing to negotiate on the cost and let me keep it. I IMMEDIATELY called paypal afterwards and reported the conversation. I was told the claim was still being investigated and would resolve on XX/XX/XXXX. On XX/XX/XXXX I got a letter by email that the claim was again denied, and the reason was .... " purchased items were shipped to your address '' ( yes, but still NOT ordered by me or any other person- I do have CONSUMER RIGHTS for UNSOLICITED items received at my address, I attempted and wish to provide said items back to its shipper ). Also denied " you authorized, participated in, or benefitted from the purchase '' - SAYS WHO!?!?! Again, UNSOLICITED MERCHANDISE. It has NOT been used, I do not even know what it is!! And my favorite denial " payments have been made by you on this account '' - UH, I HAVE A PAYMENT DUE! I have items on this account I DID MAKE and I DO OWE. Seriously, you can NOT tell me to not pay my due amount that is NOT related to my claim. I called again today XX/XX/21 and spoke with XXXX in Fraud investigation. After putting me on hold to quiet their barking dog, we spoke for nearly XXXX minutes, until I continue to inquire WHY the {$69.00} was on my account now twice. XXXX said, " oh I see, hold '' - and I went back on hold, to within minutes have a new person on the line insisting they would help me. ABSOLUTELY NOT. I was not starting over, and when I called in previously I was told I could ONLY speak to fraud. This matter needs to be addressed. I did NOT purchase, intend to purchase, nor do I accept a DROP SHIPMENT of a " working lamp ''. I am happy to return ship it to a XXXX address for that is where it came from. I need my account adjusted to ONLY reflect my current XXXX promotions - one expiring in XXXX for {$250.00} and one expiring in XXXX for {$3000.00} - total balance {$3200.00} ( my now current balance on real time online says " XXXX '' that is {$130.00} MORE than my actual due balance. And note that {$130.00} is {$69.00} DOUBLED! So in fact, not only am I NOT being listened to, I now being charged TWICE for a fraud amount. I have tried to call again, and I get nothing but circles on the phone tree. It asks for the last XXXX digits of my account number, and then my phone number, and just repeats over and over. I press XXXX a gazillion times to finally hear it is trasnferring me and then I get hung up on. THIS NEEDS TO BE RESOLVED, I will seek legal counsel and support. This is WRONG WRONG WRONG.

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