Consumer complaint received 2020-12-01
Company: SYNCHRONY FINANCIAL
State: MA
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:
XXXX & XXXX XXXX Order No. : ending in XXXX XXXX XXXX XXXX XXXX Reference No. : ending in XXXX Item XXXX  XXXX  XXXX XXXX XXXX XXXX XXXX XXXX Tracking Number : ending in XXXX Charged {$370.00} to a Synchrony bank XXXX XXXX XXXX XXXX store credit card ending in XXXX. 

I ordered this cell phone on XX/XX/2020 online at XXXX XXXX  XXXX XXXX for total charge of {$370.00} ( enclosed is the order and invoice, # 1, # 2 ), charged to a Synchrony bank XXXX XXXX XXXX XXXX store credit card ending in XXXX. Expected Direct Signed package delivery was XX/XX/2020. I never received the Merchandise, No attempted delivery at all. ( Enclosed is the 2 confirmed delivery emails, # 3, # 4 ).

The Direct Signature required package was then Re-scheduled for delivery on XX/XX/2020. Still never received the merchandise. A period of time from XX/XX/2020 to XX/XX/2020 passed and was no more updates, no more re-scheduled deliveries. 
On XX/XX/2020 the status magically changed to Delivered Wednesday XX/XX/2020 at XXXX. NO signature Req. I nor anyone on my behalf requested a No Signature. And the Merchandise simply was never delivered to my address, but Im billed for merchandise never received. I obtained directly from XXXX a proof of delivery ( Enclosed is XXXX proof of delivery, # 5 ) and my name is blank in the Delivered to : field and also my address is NOT listed in the Delivery Location field, and there is not even a zip code listed, as well as NO Direct Signature from me on the document. Only my XXXX where I reside is listed as the Delivery location. 
On XX/XX/2020 I called XXXX and they informed a package trace was completed and closed and had determined the package was LOST and they informed me the store, XXXX XXXX XXXX XXXX must do a lost claim. 

Since the store XXXX XXXX XXXX XXXX was not available/responsive to help resolve this matter and when I finally was able get thru a call to them, they just will not cooperate and tell me the issue is frivolous. I therefore was forced to file a charge dispute with Synchrony bank. 

On XX/XX/2020 a claim for the disputed charges was filed with Synchrony bank XXXX XXXX XXXX XXXX store credit card ending in XXXX. ( Enclosed, digital letter, # 6 ). 

On XX/XX/2020 Synchrony bank denied my charge dispute ( Enclosed, Synchrony bank denial Letter, # 7 ) based on misinformation from the Merchant, XXXX XXXX XXXX XXXX, as the merchandise was NEVER delivered. And both the merchant and now Synchrony bank, it seems to have ignored the proof of delivery documentation I have sent to them, ( included here ). AND the fact the Package was determined to be lost by XXXX and Synchrony bank is charging me for the merchandise never received. 
This seems to go against the Federal Fair Credit billing act ( FCBA ). 

Synchrony bank has denied my charge back claim and refused to contact XXXX to verify the package for the Cell Phone was lost and re-imposed the {$370.00} charge as confirmed by an XX/XX/2020 billing statement ( Enclosed, XXXX XXXX XXXX XXXX/Synchrony bank Statement, Account number blacked out, # 8 ) Isnt this against the Federal Fair Billing Act to charge me for merchandise never received? 
This is also unfair and deceptive and is Illegal in Massachusetts MGL c. 93a, section 2, 9 and 11. 

Furthermore, I called Synchrony bank customer service on XXXX and was told the delivery ticket matched my address ( from XXXX & XXXX XXXX XXXX. I want to see this as my XXXX proof of delivery dated XXXX direct from XXXX, ( enclosed, # 5 ) and more recently, dated XX/XX/2020 ( Enclosed XXXX Direct FaxBack, # 9 ) already sent to Synchrony bank is BLANK for Delivery To, Delivery location and only states delivered to MyCity, MA for Delivered Location. There is NO address match. Theres no Zip code There is NO direct Signature!. Also this proof of delivery does not reflect that or was updated to reflect that on XXXX XXXX  case ID XXXX the package was determined to be lost. 

On XX/XX/2020 I sent a response to Synchrony bank charge back denial by online credit card account that they did not include the copy of the delivery ticket ( from Merchant? ) they did not include the copy of the Merchant 's response, Enclosure XXXX ( unless they us post mailed it ). I get no response.

It seems nobody can provide proof of my signed delivery for this Direct Signature required XXXX parcel I demand this charge be removed from my Synchrony bank XXXX XXXX XXXX XXXX store credit card ending in XXXX.

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