Consumer complaint received 2026-01-23 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: NH

Complaint narrative:
On XX/XX/XXXXXXXX  I paid a seller ( XXXX ) {$3000.00} for six pieces of audio recording equipment. After the seller didn't ship on promised dates twice, I reverse image searched their listing I found is that they had copied an XXXX listing from XXXX and used it as their own listing ( attached " XXXX XXXX  '' is sellers listing, " XXXX XXXX '' is the listing they copied it off of ). This was an obvious scam. At this time I had received no shipping information of any sort and received no items. I filed a dispute with PayPal on the transaction for items not delivered on XX/XX/XXXXXXXX  for {$3000.00} ( XXXX  XXXX ) The following day on XX/XX/XXXX around XXXXXXXX XXXX I received a handful of two-factor codes from PayPal, as well as an email notification that my dispute had been modified from items not received for {$3000.00} to items not as described for {$25.00}. These actions were not made by me. I immediately got on the phone with a customer service representative, who confirmed that somebody had called from a phone number that was not mine and requested that change. I told them that was not me and whoever had called was impersonating me. At that time the representative corrected the dispute back to items not received for {$3000.00} ( XXXX  XXXX ). I was assured that nobody would be able to call up or make any other modifications to this case. 

The following day on XXXX XXXX XXXX I received a notification that my dispute had yet again been improperly changed back to {$25.00} for items not as described, A change that I had yet again not made myself. I immediately called PayPal customer service and told them that this change was invalid and not done by me. I was told it would be handled. Minutes later, I was told the dispute was resolved for a total of {$25.00} refunded for " items not as described ''. This decision was made by confirmed fraudulent activity on my account, and is invalid. The entire {$3000.00} is still owed to me. PayPal came to this decision inaccurately, having no tracking or shipping information and allowing this decision to be made while fraudulent activity was confirmed on my account.

For the following week, I tried to open this dispute up again with PayPal again to be resolved correctly, only to be handed off to one customer service representative after another with a promise of calls back. This never got to anybody who could help me resolve this or re-open this dispute accordingly.

I filed the charge dispute with Synchrony Bank on my PayPal credit line after receiving no help from PayPal, to which I was given an account credit for the amount I was owed for items not received. Synchrony Bank denied my chargeback a month later, stating that he dispute I opened with PayPal was resolved as " items not as described '', claiming this means I received the items.

To summarize, this transaction is invalid for the following reasons : The merchant never provided a tracking number or proof of shipment. 

The merchandise was never delivered or received. 

The charge was initially disputed with PayPal after it was identified as a scam.

During the dispute process, an unauthorized third party impersonated the account holder and contacted PayPal, resulting in the dispute being improperly modified from the items not received for {$3000.00} to items not as described for {$25.00}. This account compromise, impersonation and improper modification was identified by both a PayPal customer service agent on XX/XX/XXXX, and a supervisor on XX/XX/XXXX, with no proper resolution from PayPal PayPal failed to adequately verify the fraudulent callers identity, allowing unauthorized account activity. 

Both Synchrony Bank and PayPal closed their respective disputes without providing or receiving any proof of delivery, which is required to hold the consumer responsible for the charge. A PayPal customer service representative confirmed that they had no proof of delivery on a phone call on XX/XX/XXXX There is no evidence that goods were shipped or delivered, and therefore this charge does not meet the requirements for a valid billing obligation. Closing this dispute in the merchants favor without proof of delivery is inconsistent with consumer protection standards and the Fair Credit Billing Act. 

This is for my Synchrony Bank account # ending in XXXX

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