Consumer complaint received 2025-04-17 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: NJ

Complaint narrative:
Dispute Regarding Pre-Order for XXXX Piece XXXX " 500 Years in the Future '' XXXXXXXX XXXX  Cases Dear Dispute Team, I am writing to formally report a dispute concerning a pre-order transaction I made on XX/XX/year>, with the XXXX seller " XXXX '' for XXXX cases of the XXXX XXXX XXXXXXXX " 500 Years in the Future '' XXXXXXXX XXXX This transaction was processed via PayPal Credit. Unfortunately, this situation has escalated into a dispute due to the seller 's failure to deliver the product, miscommunication, and potential fraud. 
Initial Transaction and Confirmation On XX/XX/year>, I placed a pre-order for XXXX cases of the XXXX set. A week later, I received a confirmation letter from the seller, which required a signature upon delivery. The letter confirmed the order and assured me that the cases would be shipped on time. I kept this letter as proof, as it highlights the sellers commitments. 
XXXX XXXX and Initial Contact I waited until XX/XX/year>, the expected release date of the XXXX set, before contacting the seller. Upon inquiry, the seller claimed there was a complication with the distributor, preventing timely shipment. Despite further attempts to clarify the situation, the seller 's responses were vague and non-committal. My last message on XX/XX/year>, went unanswered. 
Filing a Dispute with PayPal Credit After receiving no response, I filed a dispute with PayPal Credit on XX/XX/year>, to recover the funds for the undelivered cases. Given the sellers earlier assurances and the confirmation letter, I believed the dispute would be resolved in my favor. However, the sellers response was troubling. 
Seller 's Response to the Dispute The seller falsely claimed, What was delivered to the buyer were scaled cases of Trading Cards. Unfortunately, I can't issue a refund if the cases were already opened by the buyer, which couldve been tampered with. The seller provided a XXXX tracking number as proof of delivery, but the tracking information revealed a significant discrepancy : the package allegedly delivered weighed only XXXX ounce, whereas XXXX cases of trading cards would easily weigh between XXXX and XXXX pounds. 
Moreover, the XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX were not released until XX/XX/year>, raising the critical question : how could the seller have mailed the XXXX cases as they claimed when the product wasnt even available at that time? This weight discrepancy and timing issue strongly suggest that the package sent by the seller could not have contained the pre-ordered cases, further supporting my claim that the seller failed to fulfill the order as agreed. 
Further Investigation and Discrepancies Further investigation into the tracking information and the sellers claims revealed more inconsistencies. The letter sent by the seller on XX/XX/year>, referenced the XXXX set, which was not released until XX/XX/year>. This discrepancy raises serious doubts about the legitimacy of the sellers actions and suggests possible fraudulent behavior. It seems the seller intentionally misled both me and PayPal Credit. 
Impact and Resolution Sought As a loyal XXXX customer for many years, this experience has been deeply disappointing. The financial loss is significant, but the frustration and sense of betrayal are equally concerning. I relied on the sellers assurances and the protections offered by XXXX and PayPal Credit, only to find myself entangled in a dispute that should have been straightforward.

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