Consumer complaint received 2024-11-18 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: PA

Complaint narrative:
XX/XX/XXXX - I purchased a product from the official XXXXXXXX XXXX thru XXXX. The product was a XXXX XXXX power station that I was going to use for upcoming conventions. 
XX/XX/year> - I received the unit and it had enough charge to last a single convention. 
XXXX XXXX XXXX - I attended XXXX  as a vendor and used the XXXX XXXX to power a TV for my booth. 
XX/XX/XXXX - I went to charge the unit up using the provided cabling and found that the unit would not charge and was defective. I believed that the defect was only in the charger as a secondary charger I own from a different company did cause the unit to slow charge. I reached out to XXXX through XXXX and explained the issue. 
XX/XX/year> - XXXX requested a video of the defect. I obliged and provided a video of the issue. The video was large so I used XXXX XXXX. 
XX/XX/year> - XXXX reached out again to XXXX on the XXXX messages for an update. 
XX/XX/year> XXXX XXXX rep responded saying that the entire XXXX XXXX unit would need to be sent back XX/XX/year> - I requested clarification if I could just send the charger back as only the charger seemed defective. 
XX/XX/year> - XXXX replied indicating that the entire unit need to be sent back. I respond with that I understood and would go with whatever they needed to make it right. 
XX/XX/year> - XXXX sends me a return label. 
XX/XX/year> - I ship the unit back to them in the original packaging and message XXXX that the unit has shipped back. 
XX/XX/year> - XXXX reaches back out indicating that they will send a replacement as soon as the unit I sent back gets to their warehouse XX/XX/year> - The unit arrives back to XXXX and XXXX confirms delivery. 
XX/XX/year> - I message XXXX and tell them that everything arrived back on XX/XX/XXXX. 
XX/XX/year> - I message XXXX again and ask for an update on the status XX/XX/year> - XXXX replies indicating that the XXXX XXXX is currently out of stock and that they can offer a refund. I reply asking for a lead time on the stock levels and indicate that I would prefer the unit replaced as I am a XXXX XXXX XXXX and use it for conventions. 
XX/XX/year> XXXX XXXX  indicates that they are unsure of when the XXXX XXXX will restock. I reply that I can wait a bit for them to restock. 
XX/XX/year> - XXXX notifies me " OK, we will let you know when it restock '' XX/XX/year> - I reach out to XXXX and ask about a restock. 
XX/XX/year> - XXXX replies saying that the unit is still out of stock. NOTE THIS WILL BE THE LAST COMMUNICATION I HAVE FROM XXXX ON THE ORDER. Any further communication is not specific to my order or I am told they will pass the information along. 
XX/XX/year> - I notice that XXXX is selling additional XXXX XXXX units and reach out to question if they received stock in. No reply. 
XX/XX/year> - I ask for update. No reply. 
XX/XX/year> - I follow up again. At this point I indicate that I would like a refund because I need a replacement by the end of XXXX and haven't heard from anyone in a month. No reply. 
XX/XX/year> - I request XXXX customer support to call me. They do, but given that the purchase is over 90 days, they can't help. They ask me to file a complaint against the seller for breaking XXXX rules. I file a complaint and then ask next steps. The XXXX representative indicates there's nothing else that I can do through XXXX. I call Paypal MasterCard to initiate a claim. I provide the entire saga of the above and indicate I can provide timestamps, conversations, XXXX messages, screenshots, tracking and order details if they need. Paypal Mastercard initially removes the {$420.00} by providing a credit. ( credit will be removed later on ) XX/XX/year> - I follow up again with XXXX. No Reply XX/XX/year> - I submit an email to XXXX. No reply. I post on XXXX tagging the XXXX team trying to get some customer support. No Reply. 
XX/XX/year> - I call the customer support number XXXX. Music occurs for about 2 mins and then hangs up on me. The system doesn't allow a message to be left. I follow up with a XXXX XXXX. A XXXX number calls me back. Technician 1, from XXXX leaves me a voicemail indicating someone called from my number and if I need assistance please call back. I call him back. Technician 2 answers. I explain the situation to Technician 2 and he says he needs to contact XXXX XXXX for further information. He takes down my information and the order information and says wait for 48 hours and someone will contact me. 
XX/XX/year> - I call back the XXXX number and now there is no music. It just hangs up. I try again. Nothing. I publish a XXXX XXXX  review. 
XX/XX/year> - XXXX responds to the XXXX review. The response tells me to contact " XXXX ''. 
XX/XX/year> - I follow up again on XXXX messages. No Reply. I also email the XXXX account again. No reply from there either as of this writing. I follow up with a XXXX post again tagging more of the XXXX accounts. 
XX/XX/year> - I call the XXXX number and now Technician 3 answers but says a different company name. I ask if it is XXXX and Technician 3 indicates that this is both XXXX and another company 's service line. He indicates that I already am in the customer support system and that he is elevating my claim. Says I should receive an email in 48 hours. Asks me to check spam and other filters. No email comes over the next two days. I update my XXXX review indicating I contacted the company again and will update further if something is resolved. I also notice that there is a charge on my credit card of {$420.00} labeled an " adjustment ''. I call up Paypal Mastercard and ask what it is for. Their Technician indicates that the charge is because Paypal Mastercard sided with the vendor on XX/XX/XXXX and that I should have received information on why they sided with the vendor via the mail. I indicate that I have not received that information and ask what I can do. The representative at first is firm and slightly aggressive but then says I can follow instructions on the mail ( which again I don't have ). I will note that as of this writing, the " RESOLUTION CENTER '' still shows case is " Under Review '' but I have a charge now for the disputed amount and the Paypal Mastercard Technician told me that the case is closed. 
XX/XX/XXXX - I follow up with a XXXX post including the confirmation of the return packaging and tagging XXXX, Paypal, and Mastercard. 
XX/XX/year> - I file a CFPB 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 explanation