Consumer complaint received 2024-12-17 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: CA

Complaint narrative:
This is another complaint in regard to CFPB Case # XXXX. 
Synchrony Bank has once again decided my dispute is without proof or merit. They have been unable to get a response from XXXX [ ( XXXX ) XXXX ] or the XXXX  XXXX XXXX in XXXX XXXX, Kentucky [ ( XXXX ) XXXX ]. 
I have advised PayPal on numerous occasions that the Kentucky XXXX XXXX was CLOSED and OUT OF BUSINESS when we arrived at the location on XX/XX/XXXX. I have opened a new dispute with Synchrony Bank. Their case specialist is " XXXX XXXX  '' at ( XXXX ) XXXX, ext. XXXX. Whenever I call I either get constant ringing with no answer or an instant " busy '' signal. I have attached this email to this complaint. 
The hotel manager, XXXX, had called us while we were on our way to the XXXX  XXXX about two hours out of town. I still have the recording on my cell phone. PayPal said they have no way for me to send them that message. 
XXXX said they would refund the credit card payment of {$1300.00} within " five business days ''. I have that message from XX/XX/XXXX. The recording stated that XXXX would call the hotel. They did call, no answer, of course. They also emailed the hotel and did not receive a response. 
The XXXX transaction number is XXXX and the PIN is XXXX. You must have the PIN to discuss the case. XXXX typically has you on hold for 45 minutes to two hours before they answer. The phone number for the XXXX voicemail I received is ( XXXX ) XXXX XXXX, an international number based in XXXX XXXX. They never answer. 
I am getting tired of fighting this credit card company when either of the parties ( PayPal and XXXX ) could have checked that the Kentucky XXXX XXXX was closed, from the date I paid for the reservation, XX/XX/XXXX, to XX/XX/XXXX. 
The owner of the hotel is XXXX XXXX. His address is XXXX XXXX XXXX, XXXX XXXX, Kentucky. His newest phone number is ( XXXX ) XXXX. He has never returned a call to me. 
I contacted the Kentucky Secretary of State at ( XXXX ) XXXX. Their voicemail system puts you in a loop and even though I left a message and emailed them, I never received a response back. 
I contacted XXXX XXXX, Occupational License Manager for the City of Bowling Green. I have attached his email to this case. His phone number is ( XXXX ) XXXX. 
The receptionist for the XXXX XXXX  firm with an office at the " hotel '' address called me to say they understand the case and are trying to contact the property manager. No update as of today. 
I left a message with XXXX XXXX, another tenant at the XXXX XXXX XXXX address of the original hotel. She called me back to say her owner will look into the situation. No update at this time. 
As of early XXXX, PayPal Credit said they would be satisfied with a letterhead ( from a CLOSED BUSINESS! ) with facts stating the case of the hotel closure. I have left messages with XXXX XXXX and XXXX about this simple request. I called XXXX TODAY and left the same message again. 
We had to stay at a different hotel in XXXX XXXX, the SYNC. That location was an absolute delight, precisely opposite of the case with the XXXX  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 explanation