Consumer complaint received 2025-01-22 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: NY

Complaint narrative:
I placed an on-line order for merchandise on XX/XX/XXXX, at XXXX AM XXXX and cancelled the same order at XXXX AM XXXX. The merchant received my email at XXXX pm their time. They acknowledged my cancellation at XXXX PM XXXX. I filed a dispute with Synchrony XXXX XXXX, Although this is the first dispute I have filed, I have had to file it 7 times thus far offering additional information to plea my case, to no avail. 

First, on XX/XX/XXXX Synchrony Bank E-Bay Mastercard said that Our review found that a credit will not be issued at this time for the following reason ( s ) : No proof of cancellation was provided and the info However, I did fax them proof of my request of cancellation email and the merchants acknowledgement of such. 

Then on XX/XX/XXXX they said that a credit will not be issued for the sale of {$450.00} for the following reasons : The information from the merchant shows the service or merchandise was received prior to cancellation. However, I sent them proof that the information they had was not correct. I faxed over the emails with dates and time and sequence of events. 

On XX/XX/XXXX they told me that Based on this information, a credit will not be issued at this time for the following reason ( s ) : Our records indicate that the service or merchandise was received by you and pickup was confirmed. However, because I never received anything, using the tracking number they provided me XXXX I went to the XXXX XXXX and the Postmaster had this number researched given its date and it was NOT a valid number. I sent Synchrony Bank XXXX XXXX the documentation from the Postmaster general. That was not good enough. When I received the documentation provided by the merchant, I went back to the Postmaster general and again was told that the number was not valid, and NO MERCHANDISE WAS GIVEN TO THE POST OFFICE to ship. I was given further documentation stating that the Tracking Number used to send the merchandise ( XXXX ) was NEVER given to the Post Office to ship. 

I am not sure how many different excuses I will be given for the different disputes I have filed. However, I canceled the order immediately after it was placed, the merchant acknowledged this. I NEVER received the items as verified by the Postmaster General with the tracking number they provided to me and the documents sent in by the merchant. Thus, it is not possible that the merchandise was received prior to my cancellation of the Goods. It is not possible that I never offered them proof of cancellation, and I NEVER received the merchandise at all. The tracking number provided to me by Synchrony bank and the copies provided by the merchant does not EXIST, as it was researched by the Post Office, and as it was deemed not valid by the Postmaster General. I am not sure what SCAM they are pulling or what fake documents were created, but I can assure you the tracking information they provided is fake, as the Post Office does not recognize this tracking number at all! I live in the suburbs and items that large are not delivered In/At Mailbox. But rather, XXXX, my mail carrier rings my bell when packages are larger than an envelope and do not fit in my mailbox. Additionally, I can tell you that no one steals my packages, as I have a ring camara. 

I am coming to you with the hope that you help me resolve this issue. I can not believe that I have to go trough these lengths for Synchrony Bank XXXX XXXX to understand and take all my documentation into consideration. I can not believe that they will not believe the proof offered by the United States XXXX XXXX, XXXX XXXX! 

Thank you so much for your attention to this matter. 

XXXX 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