Consumer complaint received 2025-05-28 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:
Hello, I made a purchase from XXXX in XX/XX/XXXX. The shipment was coming through XXXX XXXX and I specified that the package be signature only. 
I received text updates saying that it was expected XX/XX/XXXX and an " out for delivery '' XX/XX/XXXX, and that was the last I heard from XXXX. I assumed it would arrive XX/XX/XXXX ( I was here both days ) I checked on XX/XX/XXXX and the tracking said it was signed for and delivered to recipient ( me?! ) when no one ever called, rang the bell, knocked, or texted. No one else would have signed other Than the driver themselves ( who apparently only initialed. ) I'm almost positive the driver " signed '' andstole the package, as I went outside and never saw anything sitting there. I've had packages stolen but if their timing is correct, from when I went outside to when they " delivered '' it would have been immediately .. And regardless, the delivery driver forging my initials for a signature that was supposed to be directly delivered is fraud. 

I immediately called both XXXX, and messaged XXXX. I explained numerous times that I never encountered, signed for, or received the package. XXXX was adament that I could not open a claim for what occurred because I was only the recipient ( only the sender could start a claim ). XXXX refused to open a claim because XXXX would not update the ( blatantly false since I did not sign or get handed a package ) tracking info.. XXXX, XXXX again said that XXXX was aware that it would not change unless * they opened the claim. 

It was a long back and forth of the circular steps of actions that I had no control or say over. I tried over and over with both XXXX and XXXX and then went to the Cc company, XXXX, to start a dispute. I disputed multiple times, I paid to fax the written communications I had of every time I tried to get XXXX to just open a claim with XXXX, the tracking and photo of a package sitting in front of a closed door ( if I signed and was handed the box, why is it just sitting in front of a closed door? And no one ever tried to ring or knock?! ) XXXX maintains that they can't do anything if the seller won't accept the claim which is ridiculous. I showed beyond doubt that I did Everything in my power I could do to get them to open a claim ( because I wasnt allowed to ). They ( XXXX ) clearly refused, even after being presented with all evidence. From what I understand, other card companies, when you can show evidence that the seller is cooperative, can override a dispute on the person 's behalf. I had an excellent track record with them. Always paid every bill on time, full amount due. I never tried to dispute anything else .. None of this was my fault. I did NOT receive my goods AND if XXXX just opened the claim, XXXX said they would have reimbursed for the value, as their driver clearly did not follow delivery instructions, at minimum, and committed fraud, which caused my missing package... 

To reiterate - I spent years building a great credit score all for XXXX to wreck it because of their flawed system, even when I have been a loyal customer with them for years and sent evidence on my behalf to show that I was failed by both the courier and seller. I always pay for what I owe. But I should not have to pay for something I never received! 

Please, any help would be much appreciated.

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