Consumer complaint received 2022-09-19
Company: SYNCHRONY FINANCIAL
State: CO
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:
On XXXX XX/XX/2022, I purchased items from XXXX XXXX online using my Synchrony Bank Pay Pal Credit Card. The order number was XXXX. On or about XXXX XX/XX/2022, I received notice from XXXX XXXX XXXX, an agent of XXXX XXXX, that the items that XXXX XXXX shipped to me were counterfeit. I sent XXXX XXXX XXXX a copy of my invoice to let them know that I did order the items from their client, XXXX XXXX and after nearly a week, XXXX XXXX worked with XXXX XXXX and determined that the items they sent to me were not counterfeit. Approximately, one month later, I received notice from XXXX XXXX XXXX that XXXX XXXX once again believed that the items that they shipped to be were counterfeit. I explained to them that we had just gone through all this but it now made me suspicious that if XXXX XXXX and XXXX XXXX both believe they shipped me counterfeit merchandise, then they must be counterfeit as the merchant would know their own items. I contacted Synchrony bank and explained the situation to them and that I suspected XXXX XXXX, based on two separate notifications to me that XXXX XXXX believed they sent me counterfeit merchandise that indeed my item were counterfeit. I asked them if I should notify local law enforcement or give the suspected counterfeit merchandise to a postal inspector as I believed that knowingly shipping counterfeit items is a crime, specifically 18 U.S. Code 2320. SInce XXXX XXXX, per XXXX XXXX XXXX, believed that they knowingly shipped me counterfeit items, per XXXX XXXX, then I wanted nothing more to do with these items since they may be counterfeit. I was told Synchrony Bank would get back to me when they opened the dispute. On XXXX XX/XX/XXXX, without any explanation or information to me, Synchrony Bank closed their dispute and the charge for the counterfeit goods ( alleged by XXXX XXXX, per XXXX XXXX ) was placed back on my account. On XXXX XX/XX/XXXX, I noticed the charge was posted to my account and explained that I should not be responsible for counterfeit items that were sold to me by XXXX XXXX which, per XXXX XXXX XXXX, XXXX XXXX had " validation '' that these items were counterfeit. I asked why the dispute was closed without Synchrony Bank seeking any additional info from me and was told they heard back from the merchant. I too have documentation from the merchant which calls into question the veracity of the authenticity of the items I received. 

It is my understanding that most eCommerce purchases result in customers receiving the genuine items they originally ordered. Occasionally, however, a cardholder will purchase an item that is not what it seemed to be. In other words, the merchandise is fake. 

Counterfeit goods can range from car parts and electronics to XXXX or musical instruments. However, designer goods represent a large part of this market. Buyers may find shoes, handbags, or sunglasses offered at unbelievable discounts, only to find that the item is an imitation. 

And as if feeling cheated werent bad enough, some faux merchandise may pose a serious risk to buyers. Products like pharmaceuticals, vitamins, contact lenses, cosmetics, and more must past rigorous safety inspections before being sold. Knockoffs of these products, however, are not monitored, and may be dangerous. 

If a customer makes a purchase, but the goods turn out to be fake, the customer should contact the merchant to demand a refund. But, if the merchant is unresponsive or not helpful, the buyer would be entitled to a counterfeit goods chargeback. 

A counterfeit goods chargeback can happen in cases where goods sold as name-brand merchandise turn out to be imitations. Fortunately, any chargeback with a counterfeit goods reason code should be the result of a mistake on the part of the merchant ; the seller didnt disclose that the goods were not genuine items. 

Synchrony Bank did not provide me the protections to which I am entitled and it is XXXX XXXX, the merchant, who told their agent XXXX XXXX that the item XXXX XXXX sent to me were counterfeit. But for XXXX XXXX contacting me I would have had no idea that I was the recipient of counterfeit merchandise. Synchrony Bank should not be able to condone the selling of counterfeit items and should not punish a consumer for seeking help for items that could ( per XXXX XXXX ) be counterfeit.

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