Consumer complaint received 2024-12-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: MN

Complaint narrative:
At the end of XX/XX/year>, I was experiencing issues with my Verizon XXXX XXXX. 
I then proceeded to call Verizon technical assistance to try to get a resolution with the lack of internet service I was receiving. 
After about 30 minutes on the phone with very helpful Verizon tech support, by rebooting and resetting the device we came to the determination that my router would need to be replaced, and one was being sent out. 
The very next day, I noticed that my internet service and the same original Verizon device was working fine, and I told myself well if it isnt broken dont fix it. 
On XX/XX/XXXX I received what was to be the replacement device from Verizon, I unpacked it took a photo of the serial number for my evidence I replaced the unused device back in the box. See Exhibit # 1 I then called Verizon support to explain my situation and I asked them can I just return the new unused device that was sent to me since my original device was working fine, and there would be no need for Verizon to replace the original device. I was told yes that is fine, just return the device that was sent to you. On XX/XX/XXXX I returned the device via XXXX, I did with the provided return label from Verizon. This is the only other type of paperwork I received. A return label. XXXX tracking number XXXX XXXX XXXX XXXX XXXX XXXX See Exhibit # 2 and exhibit # 3. 

On XX/XX/XXXX I received a email from Verizon stating that they had not received the device. I immediately called Verizon to explain to them that I returned the new device back to them and was keeping my original. See exhibit # 4 She looked up the tracking number and confirmed that they had received the device that was never used, and this matter would be closed. 
So, I have my original device from Verizon nothing less and nothing more. I sure to do not owe them {$200.00} for a un-returned device when I returned the replacement device. 

Then in late XXXX I noticed that Verizon was charging my Synchrony account {$260.00}. I opened a claim with Synchrony about this issue and was told they would investigate this. 
See exhibit # 5 Nothing more was ever asked of me from Synchrony again. 
I was informed vis email on XX/XX/XXXX the Synchrony had closed my dispute and denied my claim. See exhibit # 6 I called Synchrony on XX/XX/XXXX to close my account because of this. The lady kept insisting that I needed to provide a receipt that the device was returned. I told her this is all I have and all I was given by Verizon which was a return label, Which I kept the detached XXXX ground tacking. Once again see exhibit # 2 and 3 The supervisor from Synchrony was very rude and would not let me explain my case. 
First of all, I have maintained a XXXX credit score, and I am XXXX XXXX XXXX. I would have nothing to gain by attempting anything fraudulent here. In fact, I saved Verizon a brand-new router and kept my original that turned out to be NOT defective. 

I do not owe Verizon and Synchrony anything, since this a transpired my original device has worked fine and is still confining to work fine, and I have paid the bill. 

Ask Verizon what was returned on XX/XX/XXXX to XXXXXXXX XXXX see exhibit 3 again. 

Thank You XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX

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 non-monetary relief