Consumer complaint received 2025-05-03 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: NY

Complaint narrative:
Complaint Against Amazon.com and Synchrony Bank for Unfair Business Practices To whom it may concern, I am filing a formal complaint regarding an unresolved dispute involving Amazon.com and Synchrony Bank ( Amazon Store Card ), which I believe reflects unfair and deceptive business practices. 

Summary of Events : On XX/XX/year>, I received a package from Amazon.com that did not contain the items I ordered ( Order # XXXX ). Instead, I was delivered a package addressed to someone else, containing entirely different products. 

I promptly contacted Amazon support via chat. After explaining the situation, the associate instructed me to dispose of the incorrect package. I explicitly asked whether Amazon needed any photos or tracking information from the incorrect package before disposal, and I was assured that no further information was required and that a refund would be processed.

Despite following Amazon 's instructions in good faith, I later received conflicting information from subsequent Amazon representatives, stating that I was now required to submit photos of the incorrect package or file a police report before a refund could be issuedan impossibility, as the package had already been disposed of per their original guidance. 

On XX/XX/year>, I filed a dispute for the charged amount of {$130.00} with Synchrony Bank ( Amazon Store Card ) due to Amazons failure to resolve the matter. However, my dispute was denied on XX/XX/year>. 


Key Issues : XXXX. Misinformation and Misrepresentation : Amazon 's customer service repeatedly gave contradictory instructions. After being told I could dispose of the incorrect package with no further steps required, they later reversed this stance and imposed new conditions that I was no longer able to meet. 


XXXX. Unfair Denial of Dispute : Synchrony Bank failed to uphold consumer protection standards by denying my dispute despite clear evidence that Amazon mishandled the issue and misled me into a situation where I could no longer fulfill their refund requirements. 


XXXX. Failure to Provide the Purchased Product : To date, I have neither received the items I paid for nor a refund for the missing goods. 



Resolution Sought : A full refund of {$130.00} for the disputed Amazon order.

A review of Amazon.coms and Synchrony Banks handling of this matter, with enforcement of fair dispute resolution procedures.

Assurance that misleading instructions from Amazon support agents, which ultimately harm consumers, are addressed through improved training and accountability.

I am attaching screenshots and chat transcripts documenting my communications with Amazon, as well as the denial notice from Synchrony Bank, for your review. 

Thank you for your attention to this matter. I look forward to a prompt resolution. 

Sincerely, 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