Consumer complaint received 2022-10-14
Company: SYNCHRONY FINANCIAL
State: OH
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:
1. SUMMARY I was charged for goods and services that weren't delivered as agreed. I bought software with specific features and lifetime support. When I got the software, it did not include the features or support.

Synchrony Bank denied my dispute based on an allegation from the WRONG VENDOR. Synchronys dispute-resolution department simply made a mistake that it refuses to correct.

2. PROBLEM WITH THE VENDORS SOFTWARE The vendor, XXXX, provides software to automate trading on foreign-exchange markets. The software was advertised online to have the features screenshotted in Advertised Features attached. What I got did not have those features. It only had the features screenshotted in Received Customizations, lifetime version, attached.

3. ATTEMPTS TO RESOLVE THE PROBLEM WITH THE VENDOR On XX/XX/2022, I bought a one-month license to the software for {$89.00}. Later that day, I told XXXX, Somethings wrong. The [ software ] is not the same version as is advertised on your website. Its missing a whole bunch of inputs. How do I get the right version? ( Email XXXX, XXXX ). XXXX replied that I had the latest version. So, I asked for a refund on XX/XX/2022. 

XXXX did not provide a refund. Instead, it said that the advertised features were only part of the lifetime license ( Email XXXX, XXXX ). It also said the lifetime license included lifetime support ( Email XXXX, XXXX ). 

On XX/XX/2022, I bought the lifetime version for {$500.00}. But what I got was no different. I again asked XXXX for the correct version, but it would not provide it. Instead, it replied, We just discovered an amazing trick to maximize profit. This feature is being implemented, We implore you to kindly wait for this superb version over the weekend ( Email XXXX, XXXX ). 

At this point, I realized that I had been misled. On XX/XX/2022, I asked XXXX to refund both purchases. It refused. It did send me a new file, claiming that this was the correct version ( Email XXXX, XXXX ). It was not. It did add the ability to customize assets. But the software still did not customize drawdown, filter news events, or set profit-taking. 

Since XX/XX/2022, XXXX has not responded to my communications. 

XXXX. PROBLEM WITH THE VENDORS SUPPORT Because XXXX has not responded to my communications since XX/XX/2022, it also has not provided the lifetime support I paid for. 

XXXX. ATTEMPTS TO RESOLVE THE PROBLEM WITH SYNCHRONY BANK On XX/XX/2022, Synchrony denied my dispute, because the seller/merchant will not issue a credit for your merchandise as long as it is still in your possession ( Synchrony Final, 1, attached ). There are three problems with this position : First, I do not still possess the merchandise. I had permanently deleted it before filing the dispute. 

Second, Synchrony bases its position on information from the WRONG VENDOR. I asked Synchrony for the documentation that the merchant provided to substantiate its possession allegation. On or about XX/XX/2022, * Synchrony replied with a Representment by XXXX XXXX  XXXX company that is wholly irrelevant to this dispute ( Synchrony Final, 2, attached ). 

[ * Synchrony upgraded its computer system on XX/XX/2022. As a result, the records of my dispute no longer appear on my account. So, I can only estimate this date based on what I saved locally. ] Third, even if I did still have the software ( which I do not ), Synchrony misses the point. The goods and services I bought were never delivered as agreed ; something I never asked for was delivered ( see Sections 34, above ). Synchronys position is like saying I bought an apple pie, I got only an apple, but I still have to pay for the apple pie that I never got.

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