Consumer complaint received 2025-05-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: AL

Complaint narrative:
XX/XX/XXXXXXXX  I ordered a product using the PayPal Cashback World Mastercard as the payment method through PayPal. ( I never received the product ). 
Immediately after the purchase a strange company name appeared on the screen then it went to a XXXX XXXX confirmation page. I didn't feel comfortable about what had happened and I called PayPal Cashback World Mastercard ( Synchrony Bank ). The representative said the payment was complete and suggested I wait a few days and see what happens and I can file a dispute if I don't receive the product. 
I tried to call the contact phone number on the Merchants website but there was no answer. It was a Sunday so not surprising. 
XX/XX/XXXX I sent and email to the Merchant because I had not received the product or a tracking number but I received no reply. 
XX/XX/XXXX I filed a dispute with the PayPal Cashback World Mastercard ( Synchrony Bank ). 
XX/XX/XXXX I did more research and found tracking information on the XXXX site. It showed it was delivered to my City but does not show the address. To see confirmation photo I must enter my zip code in the XXXX website. I did this and it said they had no record of that zip code. I entered all the zip codes for my city one by one and on the last one a photo of a package on a porch of a red brick building appeared. I live in a wooden house with aluminum siding. 
XX/XX/XXXX I received a letter from PayPal Cashback World Mastercard ( Synchrony Bank ) saying they are reviewing the case and a temporary credit for the {$340.00} charge has been applied to my account. 
XX/XX/XXXX I received an alert that my balance on my PayPal Cashback World Mastercard ( Synchrony Bank ) had exceeded my set alert limit. I checked my account and saw that the {$340.00} charge was reapplied to my account. I contacted PayPal Cashback World Mastercard ( Synchrony Bank ) and they said that the merchant had supplied proof that the package was delivered and decided the case in the Merchants favor. 
XX/XX/XXXX I re-disputed the the charge and sent the delivery confirmation information showing the delivery was to a different zip code than the " Shipped To '' address on the order confirmation ( which is my address ). 
XX/XX/XXXX PayPal Cashback World Mastercard ( Synchrony Bank ) again sided with the merchant. I called and convinced the customer service person to put the two different zip codes into the proof of delivery fields on the tracking number page at XXXX. He did and confirmed that it went to ( a different zip code ) and not to ( my zip code ). He re-disputed the charge for me again. 
XX/XX/XXXX I received an email from PayPal Cashback World Mastercard ( Synchrony Bank ) stating " Our review found a credit will not be issued at this time for the following reason. The information from the merchant shows the merchandise was received. '' XX/XX/XXXX PayPal Cashback World Mastercard ( Synchrony Bank ) again sided with the merchant. I called Synchrony and they said I need to send in an actual shipping document that shows it was not delivered to my address. 
XX/XX/XXXX PayPal withdrew the {$340.00} from my bank account and sent it to PayPal Cashback World Mastercard ( Synchrony Bank ) XX/XX/XXXX I called XXXX and they said they would email and call me within 24 hours and resolve the issue. 
XX/XX/XXXX Called XXXX again because I did not receive anything from them. They said I needed to call XXXX because XXXX was the shipper. 
XX/XX/XXXX I called XXXX and they said I need to call XXXX  because they did not deliver this item on their trucks. 
XX/XX/XXXX Called XXXX and the person there said they would send me a delivery confirmation by the end of the day because they have received several complaints regarding the same address that was associated with the tracking number I gave them. 
XX/XX/XXXX I received the delivery confirmation document from XXXX  in my email and called PayPal Cashback World Mastercard ( Synchrony Bank ) again and they said to send the document to them via a free fax service which I did. 
XX/XX/XXXX I called the local Police Department to report this as a fraud case but there was no answer and I left a message. They never returned my call. 
XX/XX/XXXX I called PayPal Cashback World Mastercard ( Synchrony Bank ) to get a copy of the delivery confirmation that the merchant supplied. I was transferred several times and the line was disconnected after nearly an hour. 
XX/XX/XXXX I called PayPal Cashback World Mastercard ( Synchrony Bank ) again in order to get a copy of the delivery confirmation that the merchant supplied. They said that I would receive it within 7 to 10 business days. 
XX/XX/XXXX I had not yet received a copy of the delivery confirmation that the merchant sent to Synchrony PayPal MasterCard. I filed a complaint with the Federal Trade Commission. 
XX/XX/XXXX At XXXX XXXX. I got up from bed and called PayPal Cashback World Mastercard ( Synchrony Bank ) and spoke with a manager in the disputes department. I informed him that I had not received the documents supplied to Synchrony by the merchant that supported their decision. He said the dispute is still open and I can send more information to prove that the merchant intentionally sent the item to someone else. 
XX/XX/XXXX At XXXXXXXX XXXX. I called XXXX and spoke with a customer service representative. She said she was looking at the label for tracking # XXXX and there was no information related to me or my address on the label. She said it went from the departure address to the destination address in two days with no diversions, intercepts or redirects. She emailed me a copy of the delivery confirmation after the phone call. 
XX/XX/XXXX Reported the case to the XXXX Police XXXX. 
XX/XX/XXXX I do not see any any place to appeal the decision on the PayPal Cashback World Mastercard ( Synchrony Bank ) website to appeal the decision. I will call and attempt to appeal again after filing this complaint.

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