Consumer complaint received 2026-04-13 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: GA

Complaint narrative:
I purchased a cell phone device from XXXX XXXX on XX/XX/year> in the amount of {$640.00} On XX/XX/year> my package was delivered to a XXXX access location point due to a required signature at XXXX. Confirmation shows I signed for the package at XXXX. The store manager at XXXX XXXX location handed me the box. We both made the statement that it felt empty. Therefore I opened the box while still in the store and showed the empty box to the store manager. As I waited for her to complete a transaction with another customer I started videoing for the purpose of having a time stamp of XXXX. While still at the XXXX, I called XXXX and described the situation. They were very apologetic. They reassured me that they would refund me since this item was no longer in stock in any of their stores or warehouses, and possibly the reason I received an empty box. I was unsettled at the minimal interest in the details by the XXXX customer service representative and I started to research finding that this is a commonly reported issue by XXXX XXXX customers of receiving empty packages and denied refunds which led me to be proactive and call PayPal who offers XXXX XXXX to open a claim and the police while still at the store. Once the police arrived, they reviewed surveillance footage confirming that within the time frame of the box being delivered by XXXX and me picking it up, no XXXX employee handled the box which exonerated XXXX from the investigation. I proceeded with my PayPal dispute which has been of no avail for over a year. I have had to reopen the dispute more than six occasions due to several different reasons ranging from the customer service representative selecting incorrect dispute reason, my evidence not being attached to the claim, and escalations to management that were never reviewed within the 60 day dispute window. In the meantime, I also attempted to open a dispute with XXXX to cover all my bases, I then learned that XXXX XXXX blocked the tracking number from being able to be disputed with XXXX although XXXX was refusing to accept responsibility. Lastly l opened a dispute with PayPal synchrony credit who I used to make the purchase which I do regularly for large purchase amounts because of the buyer protection they offer. I provided them with Photos, timestamps, screenshots of the video, police report, etc. I never received any documentation as to why they decided with the merchant. I received a voicemail which I could not verify who it was coming from saying that the item was XXXX XXXX 's responsibility up to delivery and my responsibility after delivery. Although I had thoroughly explained that the police investigation proved that the box was empty on delivery. The phone number that they call from I was not able to call back and never able to speak to anyone from PayPal synchrony Bank on this decision again. I have closed the account due to the lack of buyer protection as advertised and paid off my balance down to the portion of the purchase cost of {$640.00}. I am now reporting this to you in hopes to protect my credit from this amount along with any interest that's accruing because of not having any success with disputing this with several different companies. I can provide any documentation as soon as requested.

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