Consumer complaint received 2025-01-21 00:00:00
Product: Credit card — Store credit 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: IN

Complaint narrative:
I purchased flooring material from XXXX XXXX on XX/XX/XXXX in the amount of {$6100.00}. It was backordered and due to be delivered on or about XX/XX/XXXX. The product did not arrive as scheduled and I was told the next shipment was scheduled for XX/XX/XXXX, but they could not confirm whether my flooring was on that shipment. I cancelled the order at this time and was issued a partial refund of {$3300.00} from XXXX XXXX. I was told this was the maximum they could refund because the company had filed bankruptcy. I immediately filed a dispute with the XXXX XXXX credit card ( Synchrony Bank ) for the balance of the refund, which is {$2800.00}. This dispute was denied. Dispute Synchrony Bank telling me I would received a letter explaining why the dispute was denied, I never received anything explaining basis for the denial. I called customer service and was told that it was denied because I had already received a refund. I filed three more disputes, off of which were denied with no explanation dispute the fact they sent me an email saying I would be notified of the basis for the denial. After the fourth dispute was denied, I spoke with a customer service representative who advised me that they needed " proof that the product was not received. '' I filed a fifth dispute on XX/XX/XXXX, and provided an email from the vendor confirming the sale had been cancelled. I received an email today stating the dispute was denied and that I would received a letter indicating the basis for the denial ( which I doubt I will since I haven't received any previous ones ). 

Section XXXX of the XXXX XXXX XXXX XXXX allows consumers to claim a refund from their credit provider if they are unable to resolve an issue with a purchase made using a credit card, point of sale loan, or other finance. 
Section XXXX applies in a number of scenarios, including : The product is faulty The product doesn't arrive The product isn't as described The seller goes out of business before providing the product or service The purchase is canceled or disrupted Section XXXX makes the credit issuer jointly liable for the transaction, along with the merchant retailer. This means that consumers can choose to pursue a refund from either the retailer or the creditor. 

To be eligible for a Section XXXX refund, consumers must meet certain criteria, including : Making a claim within XXXX days of the purchase Making a direct payment to the merchant I have filed a total of five disputes on this transaction, starting on XX/XX/XXXX, when I learned my product would not be delivered. The first three have been denied. All have been denied with no explanation, except the last one when I was able to get an explanation from a customer service representative. I do not understand why this can not be resolved in my favor. I clearly qualify under this XXXX. I purchased a product that was not delivered.

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