Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
RE : Requesting a stop payment due to never receiving the product To whom it may concern, I have often attempted to discuss this issue with the servicer, XXXX XXXX XXXX 

Phone calls dated : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX I have also had several email communications. 

You, Synchrony, have not actually been reading the evidence. If you did your due diligence, you would recognize that we have not received the product, and XXXX has the proof. I can show you my empty hand that does not have the artwork, but what would be the point? According to the XXXX XXXX contract, if they fail to deliver the product to us within 120 days, they have violated their own contract ; therefore, they have no legal standing to force us to pay for a product we do not possess. I do not want to find legal representation and then require XXXX XXXX and Synchrony to pay legal fees and also the time and stress this has caused us. 

Initially, I ordered the paintings while on a cruise in XX/XX/XXXX. The cruise ended on XX/XX/XXXX, and I was told it would take a maximum of 10 weeks to receive all of the products. During the many phone calls in XXXX, I tried to understand where all the products I purchased were and requested tracking information. XXXX XXXX refused to share the initial tracking information and lost several art pieces multiple times. They lost our XXXXXXXX XXXX XXXX and had to send and reship the piece a second time before we could finally receive it. XX/XX/XXXX is the most important date. I spoke with XXXX XXXX and requested, according to the Consumer Protection and Privacy Act, a copy of our communications with them, and they have refused me. I also asked for the tracking number and location of the XXXX XXXX XXXX XXXX piece, which is the piece I have yet to receive, but I am currently paying for it. They told me they had no idea where it was, they could not find the tracking number, and when they did send me tracking information, it was for the XXXX they re-shipped. I asked for a refund since they lost my art piece, but they refused. According to the Federal Trade Commission, I am not liable to pay for a product I have not received. I am asking to stop payment because the XXXX art piece has not been shipped, XXXX XXXX has not communicated with me, they have not been able to prove to me where the art piece is, if they have it, and they refuse to work with me in any way. I have requested their assistance many times, and they refuse to help me. They refuse to communicate with me despite having my phone number, my wife 's phone number, my email address, my wifes email address, and our physical address. 

This same information has been shared with the XXXX XXXX XXXX XXXX XXXX XXXX due to the fact that XXXX XXXX has violated consumer laws. I urge you to do the right thing and due diligence and review all evidence. 

Request the XXXX proof from XXXX XXXX, and request the recorded phone calls. The evidence of their fault is in it all! I have asked for the same information, but they will not allow me to have it. 

We had contacted XXXX XXXX many times about the delivery issues with the painting, and they initially blamed us for not accepting the delivery. They lied to us multiple times about the artwork. They lied when they said the XXXX was shipped in the original package, but that was a XXXX piece. They lied when they said they shipped it a second time, and in reality, they never shipped the artwork at all. And then, finally, when they said they would try to ship it, we asked to discuss with them the fact that the artwork was not being delivered, and they had been committing business malfeasance. They are now taking some responsibility for the artwork not being shipped to us, but it is hardly the whole truth. I am having issues with their requirement that we accept the artwork now, regardless of any problems, including a restocking fee. Although their contract states that all sales are refundable, we reserve the right to cancel if we do not receive our product within 120 days. Therefore, since we are still being charged for an item we have not received, why are we being charged the full price on our credit card when the company has not provided us with the product adequately? I do not trust them, nor do I want to complete the purchase or be charged a restocking fee for the continued unethical business practices.They told us the artwork was lost, and they were trying to send a replacement. According to their contract we should have been issued a full refund. Now they have record telling us they lost the artwork. I do not want a replacement, I do not trust they actually found the artwork, I believe they should abide by their contract and refund us the amount for the artwork they claimed lost. 
We have opened disputes with synchrony in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. They have closed out disputes without ever looking at evidence and without ever communicating with us. They have lied to us about mailing us letters and have continued to lie to us about opening a dispute and sharing the evidence we have shared. My account states i do not have a dispute open foe the past 6 months but I have text and email proof of each and every dispute opened. Therefore, Synchrony has been failing its due diligence and lying to the customer to try and get money gor a product I never received. In the attachments includes proof the item was never delivered and we never refused shipment.we called XXXX and told them to deliever the package and they chose not to, theough not fault of our own.

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 monetary relief