Consumer complaint received 2026-05-19 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: TX

Complaint narrative:
Subject : Complaint Against Synchrony Bank / PayPal Credit Failure to Conduct Reasonable Dispute Investigation for Undelivered Merchandise Consumer Financial Protection Bureau I am submitting this complaint regarding Synchrony Bank and the handling of a billing dispute involving merchandise that was never delivered as purchased. On XX/XX/XXXX, I purchased an electric Dutch cargo tricycle through XXXX using PayPal Credit financed through Synchrony Bank in the amount of approximately {$1400.00}. The merchant failed to deliver the purchased merchandise as agreed. Instead, the transaction involved partial and incorrect shipments that do not constitute fulfillment of the order. The sequence of events is as follows : XX/XX/XXXX : Purchase made for an electric cargo tricycle through XXXX. XX/XX/XXXX : A lithium battery was delivered separately. The merchant later attempted to characterize this partial shipment as evidence that the complete order had been fulfilled. XX/XX/XXXX : A large crate was delivered to my residence. Upon opening the crate, I discovered that it contained unrelated automobile parts rather than the cargo tricycle I purchased. I immediately reported the issue and documented the contents with photographs. XX/XX/XXXX : The incorrect shipment was picked up from my residence and transported elsewhere. I possess documentation and evidence confirming the pickup. Despite these facts, the merchant has continued to claim that the cargo tricycle was delivered. More troubling, the merchant used photographs that I originally provided as evidence of the incorrect shipment and subsequent pickup and attempted to misrepresent them as proof that the tricycle itself had been delivered. Further undermining the merchant 's position, during communications regarding this dispute, the merchant offered to provide another bike. Such an offer directly contradicts any assertion that the original merchandise was properly delivered. A merchant would not offer to provide a replacement if the original product had actually been received. Throughout this process, the merchant has also been evasive and selective in communications, frequently limiting responses in a manner that appears designed to avoid acknowledging responsibility. I provided Synchrony Bank with extensive supporting documentation including : Purchase records and invoices Photographs of the incorrect shipment Documentation confirming pickup of the wrong shipment Merchant communications Screenshots demonstrating inconsistencies in the merchant 's position Evidence showing that only a partial shipment ( battery ) was delivered Despite this evidence, I do not believe Synchrony conducted a reasonable or complete investigation into my dispute. The evidence submitted clearly demonstrates that : XXXX. The purchased cargo tricycle was never delivered. XXXX. Delivery of a battery alone does not constitute delivery of the purchased merchandise. XXXX. Incorrect goods were shipped and later retrieved. XXXX. The merchant 's own communications contradict claims of completed delivery. XXXX. Evidence submitted by the merchant appears misleading and mischaracterized. I respectfully request that the CFPB review Synchrony Bank 's handling of this dispute and determine whether it fulfilled its obligations to conduct a fair and reasonable investigation. I further request that Synchrony reconsider its decision and provide appropriate relief for merchandise that was never delivered as contracted. I certify that the information provided is true and accurate to the best of my knowledge. 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 monetary relief