Consumer complaint received 2022-07-22
Company: SYNCHRONY FINANCIAL
State: FL
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I purchased a XXXX XXXX rolling suitcase from a marketplace XXXX XXXX ) on XXXX. I was told it was authentic and I was excited about receiving this item that I paid a large amount for ( {$2100.00} ) in XX/XX/2021. When I received the item, I had it authenticated and it came back NOT authentic, which I have the certificate from the authenticator stating as much. XXXX is not supposed to allow the sale of counterfeit goods on their website; however, this item was sold to me and the seller ( XXXX ) remains to be selling on their site as I write this letter even after I reached out and gave them the evidence. 

I reached out to XXXX about this issue to see what I should do ; I also reached out to the seller ( XXXX ) and was told to ship the item back for a return. However, it is ILLEGAL in the United States to ship counterfeit goods ( which I found out by speaking with a border patrol rep and being directed to the customs and border patrol website ), here is the web address I was sent to US border patrol website explaining how shipping counterfeit goods is illegal : https : //www.cbp.gov/trade/fakegoodsrealdangers So now I am stressed and am being told by XXXX and the seller to ship this item which needed to go overseas which had me more scared thinking what if customs sees that I shipped it and I know its counterfeit, etc... 

I was told by XXXX and you to send it back anyway. 

XXXX has also stated they do not trust the number one reputable authenticator for XXXX XXXX products even though they offer to authenticate these same products. Here is the web address showing that they will authenticate luxury goods such as XXXX XXXXXXXX XXXX XXXX XXXX Since I knew that they authenticate these items themselves, I reached out to them and told them that I would ship it to them and not the seller so that they could prove to themselves that it was a counterfeit. They denied this request and will not accept the other authenticator 's certificate ( even though they are the number one authenticator for XXXX XXXX XXXX XXXX and have been for several years now, well more than XXXX ). 

After all of this stress, heartaches, and headaches I decided to talk to my credit card company ( PayPal credit card through Synchrony Bank ) to start a dispute. I gave them all the information above and waited. They came back weeks later and said they are denying my claim. So, I wrote and called them again, and they have seen all the evidence and they know it is illegal and I opened another dispute which they denied again weeks later, I am now on my third dispute with them that I started today through a secure message, fax, and physical mail, I will also be calling them again tomorrow. 

This was a huge purchase that I expected an authentic XXXX XXXX item and not a fake and now I feel like I have been defeated by my credit card company that I thought I could trust. 

I purchased this item in XX/XX/2021 for {$2100.00} from the above-mentioned seller on 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 monetary relief