Consumer complaint received 2025-10-22 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: CA

Complaint narrative:
Summary : 1. Purchased a Laptop from XXXX. 
XXXX. Received a package that was missing laptop inside, but unrelated metal pieces inside. 
XXXX. Contacted XXXX with a photos and video footage of myself opening a package and finding no laptop inside. 
XXXX. XXXX first promised Refund/Replacement. I requested refund, but they processed a replacement. 
XXXX. I requested cancellation for replacement, and they cancelled the replacement order. Then now refusing to refund me. 
XXXX. I contacted my Credit Card Company, Synchrony Bank, and submitted all the documents and URL to the Video footage. They ONLY accept documents via MAIL and FAX, so I had to fax in all the documents and Video through a URL. 
XXXX. I have called Synchrony Bank time to time to check the progress of dispute. 
XXXX. By the XX/XX/XXXX, Synchrony Bank told me that the merchant has NOT provided any documents yet, and the dispute will close in my favor if the merchant does not provide the document by XXXX, which was the last due date of dispute ( 60 days after opening ). 
XXXX. I called Synchrony Bank again on XX/XX/XXXX, and they told me the merchant has provided the documents on XX/XX/XXXX. Which is totally different what the previous agents have informed me. 
XXXX. On XX/XX/XXXX, I see that I was charged again on my Paypal Synchrony Mastercard page, I called in and they tell me that they closed the dispute because I missed the deadline. The agent also could not find my supporting documents. 
XXXX. The supporting documents I submitted on XX/XX/XXXX and XX/XX/XXXX were faxed in, and also were CONFIRMED by the Synchrony support. I called in after I sent the fax, and the agent told me that they received the supporting documents that I submitted. 
XXXX. The Synchrony Bank did NOT thoroughly review the documents submitted, provided wrong information on the way, and now closed the dispute against their customer without a proper consideration. 
XXXX. Only documents that the merchant has provided is tracking information. Meanwhile, I provided - A video footage of opening package and no laptop being in the package. 
- Email conversation between me and merchant showing them admitting the issue nad promising Refund/Replacement. Then refusing to refund me after they initiated and cancelled the replacement order by mistake XXXX. Synchrony Bank now made me open a dispute again, and told me that the information/documents that I provided from the initial dispute filing should be provided to the reviewing team, but it is very doubted that those documents will actually be reviewed. 
XXXX. I am attaching all the supporting documents to this CFPB claim too. The link to the video ( XXXX XXXX ) is also included in the supporting document 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 monetary relief