Consumer complaint received 2022-01-10
Company: SYNCHRONY FINANCIAL
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2021 I placed an order using Paypal ( Credit ) for the purchase of a XXXX XXXX for my daughter, charging {$140.00} to my Paypal Credit account for the item. However, I quickly grew concerned about the validity of the site, so on XXXX XXXX ( less than XXXX of placing the online order ) I sent a request for cancellation through the online site ( XXXX ), which also, happens to be a XXXX ran ( online ) shop. 

After sending multiple emails to have the order cancelled, I received an email from the online seller stating that the item had already shipped ( from XXXX ) and that it could, thus not be cancelled. So, I would just have to wait for the item ( i.e., XXXXXXXX XXXX  ) to arrive. In response, I contacted the seller/shop multiple times ( via email ) to obtain information about the shipment carrier and tracking number to try to assure that I wasn't being scammed or defrauded. 

However, the email ( s ) I relieved from the seller provided none of the information I requested about the order. The information and response I did receive from the seller was to continue to wait for the order to arrive because the order was already in transit, though, I had not, nor did the seller provide me at any time any knowledge of precisely where the order was while in " transit. '' I was also not given an expected delivery date or time frame for the order, which only fueled my skepticism and feelings of being scammed further. 

Seeing that my attempts to cancel, and then obtain necessary information about my order had been ignored, I contacted Paypal Credit by phone to inform them of the issue. Over the phone Paypal Credit directed me to submit an online dispute form suggesting I select order cancellation as the reason for my dispute for the charge of {$140.00}. So, I complied and followed Paypal Credit 's instructions as suggested. 

Then, on XX/XX/2021 through my XXXX  " shop '' app ( which I had installed on my phone prior to this situation, and still use to track ALL online orders made using my email address ), I received a notification that the order was " delivered. '' But there was no XXXX XXXX  or any package from the seller to be found. I waited approximately two more days to see if the package would perhaps arrive, as sometimes ( I've been told ) packages get scanned early prior to delivery and may arrive a day ( or two ) afterwards. However, by XX/XX/XXXX I contacted Paypal Credit ( again ) to inform them that, thanks to my app I had a tracking number for the order, but though the " XXXX  '' app displayed the order as delivered, I had no package. 

I could not have been more frustrated and upset about the outcome of this situation and ordeal, because despite continued and repeated communication with PayPal Credit and their instructions to file and submit another dispute form ( for a unreceived order ) and supporting documentation online through " secure messaging, '' I have not received a credit/refund for the charge ( {$140.00} ), and I do not have the item and order in question. A XXXXXXXX XXXX 

An perhaps, worse, I went to a post office on XX/XX/XXXX, but had to return to my " local '' post office on the XXXX ( as my local office was closed on the XXXX by XXXX pm ) to see ( as suggested by Paypal Credit ) if I could have the tracking number verified and have a form of evidence provided ( i.e., printed ) by USPS to be submitted with my dispute. However, USPS could not provide me any such documentation, or refused ( unknown to my knowledge ). Though, they were able to see what I saw on my app, that the " package/order '' was " delivered '' on XX/XX/2021 at approximately XXXX pm and was noted to have been left in my mailbox. Though, my apartment mailbox is too small for such an order/package and the order was not there. 

So, despite, every attempt to contact the seller and Paypal Credit to receive a refund and/ have the charge removed ( the latter being my preference ), I am still being charged for the order/item I never received. And in communication with Paypal Credit, they mentioned that the seller had provided them evidence that they had shipped it, though I do not have the item ordered or any item from the seller. So, as already stated, I am currently still being charged with all attempts to dispute the charge yielding no refund, credit, charge removal, or justice for the consumer.

If or when this gets resolved, I'm committed to closing my PayPal Credit account and never opening or using PayPal again.

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