Consumer complaint received 2026-02-04 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:
On XX/XX/2025, I made an online purchase from XXXX totaling {$160.00} using PayPal Credit, which is serviced by Synchrony Bank. 

On XX/XX/2025, I received a partial delivery of XXXX items from the order. XXXX item, valued at {$71.00}, was not included in that delivery. 

The delivery company, XXXX, later marked the missing item as delivered on XX/XX/2025. The tracking information also states that the package was signed for, despite no delivery being made and no one at my residence signing for or receiving the item. 

The tracking log contains material inconsistencies. Multiple tracking events labeled as overseas facility list the location as XXXX XXXX, which is not possible. Additionally, there are discrepancies between the information previously displayed on the merchants website and the tracking provided by XXXX. The XXXX order page initially showed tracking for the item and indicated delivery on XX/XX/2025, consistent with my previous screenshots. That tracking information has since been removed and now shows the item as shipped not delivered with no tracking available. This change in the merchants records, combined with XXXX  report of delivery on XX/XX/2025, creates further inconsistency and undermines the reliability of the delivery record. 

Furthermore, the delivery confirmation does not include the name of the signer, a copy of the signature, or photo proof of delivery. There is no verifiable evidence that the item was actually delivered to my address. 

I attempted to resolve the issue directly with the merchant, but the merchant did not provide a replacement or refund. I then opened a dispute with PayPal Credit, explaining that the item was never received and that the tracking information relied upon was inaccurate and unreliable. Despite this, the dispute was denied by Synchrony Bank around XX/XX/2025, and I was held responsible for the full charge of {$71.00} for the undelivered item. 

After the dispute denial, I contacted XXXX, the delivery company. XXXX responded in writing that they are unable to contact the merchant because the merchants store has been frozen, and advised me to seek a refund through the shopping platform. This response confirms that neither the merchant nor the delivery company can substantiate delivery or resolve the issue. 

Despite the lack of proof of delivery, the inaccurate tracking information, the removal of tracking details from the merchants website, and confirmation that the merchant is unreachable, Synchrony Bank has not credited my account for the undelivered item and continues to treat the charge as valid. 

I am requesting that Synchrony Bank reverse the charge of {$71.00} for merchandise that was never received, consistent with federal billing error protections for goods not delivered as agreed.

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