Consumer complaint received 2025-07-09 00:00:00
Product: Credit card — Store credit 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: FL

Complaint narrative:
I ordered what was advertised as " Outdoor lights '' and the pictures showed XXXX XXXX  outdoor lights. A picture is included of this type of light from the listing.

I bought the first set for {$180.00} and then got a deal and bought a second set for {$140.00}. They both " shipped '' from a different location ( according to the tracking, one was from XXXX and the other was from XXXX ). 

When they finally showed up, they were vastly different from what had been pictured in the listing. I have included photos of the items I received.

I reached out to the seller stating that it was not what I purchased. They offered me {$20.00} off. I declined and requested they send me the label to ship them back.

The seller sent me the address to send them back in XXXX, despite the fact that the packages came from XXXX and XXXX, and the address I was given when I ordered them was in XXXX. This is all very strange and frankly shady business practice. 

I contacted PayPal and they relayed to me that the seller would refund my money if I ship both packages to different locations in XXXX at my expense. I declined, as when something is purchased but arrived not as described it is the sellers responsibility to provide a shipping label at their expense. Their refusal to do so again shows deceitful business practice. I told
PayPal Credit by Synchrony to open a Fraud investigation. It was closed in XXXX and I was re-charged. I called again and asked what was going on and they said the dispute was resolved and I said it wasn't. I had them re-open it and then I faxed them several requested documents. However, on XX/XX/XXXX I was notified once again by Synchrony that the issue was resolved according to the seller, saying I had not faxed them any information. I called them again and asked if they had received my faxed documents. The agent told me that he could indeed see the documents and photos in my account. I informed them I have had NO communication with the seller after the first offer to send the item back to them. I re-opened the dispute again. On XXXX XXXX I received another letter stating they have received no proof that a credit is due even though I confirmed with the person I spoke with in XXXX that the photos I faxed over were on the dispute. I submitted another dispute in XXXX, and was told to fax documents supporting my case despite my already having received verification that the documents and photos were in my account. This time Synchrony sent me a decision in the sellers favor LESS THAN 30 DAYS after my opening a dispute saying I had not submitted documents and they had heard from the seller that they were working it out with me. Did the seller send you proof? Impossible because they stopped communicating with me months ago.

IF THE SELLER SENDS ME A PAID LABEL I WILL BE MORE THAN HAPPY TO SEND THE ITEMS BACK TO THEM. THEY HAVE NOT DONE SO.

After I told the seller they needed to send me a label to return the items I have received NO communication from them. If they tell you they are working it out with me that is a LIE.

Paypal Credit by Synchrony, furthermore, is doing a disservice to its customers by closing cases saying no documentation was sent when the documents are indeed present in the customers account.

I am submitting a complaint to the Consumer Financial Protection Bureau with the text of this message. Hopefully this time Synchrony will actually look at the details of my complaint and make a determination actually based on FACTS.

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