Consumer complaint received 2023-10-19
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit 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:
I made a total of 5 purchases for Generators from XXXX ( XXXX 's XXXX ). The first transaction was made on XX/XX/23. XXXX XXXX # XXXX. Total for this order with warranty was {$1000.00}. Received the generator. Subsequently ( a few days after arrival, during the hurricane, the unit began to fail. I reached out to the seller ( XXXXXXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX and requested a replacement. Instead, they suggested to return for a refund. I returned, and they refunded. 

Before this unit failed, I really liked the unit, and wanted to get a few more, so I could keep on hand, use a few, and sell the others to neighbors. 

On XX/XX/XXXX, I made 4 additional orders for generators. The price had come down from {$990.00} for the unit from the previous transaction to {$690.00} as of this date. The seller was no longer XXXX XXXX XXXX XXXX, however a company named XXXX, XXXX. 

As this seemed like a great deal, I purchased 2 generators under XXXX XXXX XXXX XXXX, with Warranties, for a total of {$1500.00}. 

I purchased another 2 generators under XXXX XXXX XXXX XXXX, with Warranties, for a total of {$1500.00}. 

I purchased a single generator & warranty under XXXX XXXX XXXX XXXX, with a warranty for a total of {$780.00}. 

Lastly, I purchased a single generator & warranty under XXXX XXXX XXXX XXXX, with a warranty for a total of {$780.00}. 

After making these purchases, I was a bit skeptical about how the generators could have dropped almost {$300.00}. As I researched XXXX, XXXX on the internet, I could immediately tell that I made a bad decision, and that this was an illegitimate company. Numerous reviews shared that a tracking number was provided, however nothing actually arrived, etc. Unfortunately now, I am unable to share that detail with you, as XXXX has removed this seller from their marketplace, due to their fraudulent transactions. 

I immediately became concerned, and wrote to XXXX, XXXX on XX/XX/XXXX requesting to cancel all of these transactions. Of the XXXX transactions, they only responded to XXXX requests for cancellation. 

Specific to Order # XXXX, I sent the message to cancel through the XXXX XXXX : Dear XXXX XXXX, We've contacted XXXX XXXX on your behalf for the order below. Someone from their team will contact you within 4XXXX hours. 

Customer Order Number : XXXX Reason for Contact : Cancel my order Item name/number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Message sent to seller : Cancellation is requested Thank you, XXXX Customer Care Team XXXX replied the same day with the agreement to cancel : You have a message from XXXX XXXX - XXXX XXXX XXXX Order Id : XXXX Item : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Customer, Thank you for doing business with us. We have cancelled your order upon your request. Feel free to contact us for any issues. Your patience is highly appreciated. Looking forward to your positive response. Kind regards, XXXX ________________________________________ XXXX Customer Service XXXX I did the same with Order # XXXX : Dear XXXX XXXX, We've contacted XXXX XXXX on your behalf for the order below. Someone from their team will contact you within 48 hours. 

Customer Order Number : XXXX Reason for Contact : Cancel my order Item name/number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Message sent to seller : Cancellation is requested Thank you, XXXX Customer Care Team XXXX Replied : You have a message from XXXX XXXX - XXXX XXXX XXXX Order Id : XXXX Item : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Customer, Thank you for doing business with us. We have cancelled your order upon your request. Feel free to contact us for any issues. Your patience is highly appreciated. Looking forward to your positive response. Kind regards, XXXX XXXX XXXX Customer Service Team Additionally, for order XXXX, the item showed as delivered, however nothing was ever delivered! A tracking number for this item was not provided. XXXX agreed to refund this, however still has not Lastly, for order XXXX, the item showed as delivered, however nothing was ever delivered! A tracking number was provided for this item, and validating the class of service used for delivery, USPS does not deliver anything LARGER than XXXX with the USPS Ground Advantage . The Generator weighs 211lbs. XXXX agreed to refund this, however still has not. 

In my NUMEROUS correspondences with XXXX, they refuse to acknowledge these specific facts, which are detailed with supporting documentation on the attached document. They have now cancelled my XXXX account, and are no longer able to issue refunds due to the cancelled account, however do agree with my assessment that I do not have, nor NEVER received the products. I have disputed with PayPal Credit who tells me to go back to XXXX, as does XXXX tell me to go back to PayPal Credit. This is THOUSANDS of dollars! So I violated Terms of Service by requesting thousands of dollars of refunds for items I never received? 

Here are some of the XXXX e-mail responses to me : XXXX XXXX, After review, I see that weve closed your account due to a history of violation of our terms and conditions. Unfortunately, XXXX cant refund to a closed account. Youll also not be able to place further orders nor receive any further refunds from XXXX. You can work with your financial institution for potential refunds. Im sorry for any inconvenience this may cause. If you have any more questions or concerns feel free to call our corporate customer service at XXXX. 

hey, Thanks for contacting us about your order.

After reviewing your account ( s ) history, weve found violations of our Returns & Refunds policy and our Terms of Use. For this reason, your account has been deactivated. 
This means well no longer process replacements, refunds, or adjustments of your past orders. Any future online orders may be subject to cancellation. 

Dear XXXX, We have offered you the only resolution available at this time. We recommend you reach out to your financial institution once again to discuss disputing the transactions for more help getting these funds back. 

Dear XXXX, Thank you for contacting us regarding orders placed with XXXX. The orders show cancelled and the seller has confirmed that they have cancelled the orders. We recommend you reach out to your financial institution to discuss disputing the transactions for more help getting these funds back. 

I am at a complete loss, and am in dire need of your assistance to get this resolved and get my hard earned funds back! 

Please help!!

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