Consumer complaint received 2026-03-12 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: CT

Complaint narrative:
I am filing this complaint regarding Synchrony Bank, the issuer of PayPal Credit, for failing to properly investigate a billing dispute involving a fraudulent XXXX transaction. On XX/XX/year> I purchased an item on XXXX ( Item # XXXX ) for {$690.00} using PayPal Credit, which is issued by Synchrony Bank. Shortly after the purchase, XXXX removed the original listing due to suspicious activity, indicating the transaction was likely fraudulent. Despite this, the seller later uploaded a XXXX tracking number showing Delivered. However, this tracking number was part of a known zip code tracking scam, where a seller sends a package to a random address within the buyers ZIP code to generate a Delivered scan that can defeat automated fraud systems. The package was never delivered to my home address associated with the order. I confirmed this with my local XXXX post office. The postmaster verified that the tracking number associated with my order was delivered to a different address, not to my residence. I also filed reports with XXXX for mail fraud and with the FBIs Internet Crime Complaint Center ( IC3 ). I opened a billing dispute with Synchrony Bank ( PayPal Credit ) for merchandise not received. However, Synchrony closed the dispute after contacting XXXX and relying solely on the sellers tracking number showing Delivered. Synchrony did not appear to review the underlying fraud indicators, the removal of the listing for suspicious activity, or the confirmation from XXXX that the package was not delivered to my address. By relying only on a delivery scan without verifying the delivery location or reviewing evidence of fraud, Synchrony failed to conduct a reasonable investigation into my billing dispute. I am requesting that Synchrony Bank : Reopen and properly investigate the dispute for merchandise not received. XXXX the XXXX confirmation that the tracking number was delivered to a different address. Issue a refund of {$690.00} to my PayPal Credit account if the investigation confirms the item was not delivered to me. Consumers should not be held responsible for fraudulent tracking schemes that only show delivery within a ZIP code but not to the actual delivery address. Failure to Conduct a Reasonable Investigation Under the billing dispute protections of the Fair Credit Billing Act, creditors are required to conduct a reasonable investigation when a consumer disputes a charge for merchandise that was not received. In this case, Synchrony Bank appears to have relied solely on a generic delivered tracking status provided by the merchant without verifying whether the package was delivered to my address or reviewing evidence that the tracking number corresponds to a different delivery location. Because the item was never delivered to me and the tracking number has been confirmed by my local XXXX post office as associated with a different address, I believe Synchrony Bank did not conduct a reasonable investigation as required by federal law. I respectfully request that Synchrony Bank reopen the dispute and perform a proper review of the evidence.

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