Consumer complaint received 2026-01-09 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: MA

Complaint narrative:
On XX/XX/XXXX I placed an order on Amazon.com for a XXXXXXXX XXXX XXXXXXXX XXXX XXXX camera lens for the total amount of {$1100.00}. I used {$97.00} in rewards point, bringing the total that was billed to my Synchrony Amazon Card down to {$1000.00}. The package was successfully delivered to my apartment on XX/XX/XXXX. Upon opening the package, I found that inside of the manufacturers packaging, the lens had been replaced with a bundle of rocks. The box had not been opened or tampered with as far as I know prior to me opening it. I contacted Amazon letting them know the issue, to which they assured me that I would refund the full amount of {$1100.00} to my card within 10 business days. On XX/XX/XXXX I received a follow up email from amazon, stating that I needed to provide photo evidence of the issue with my package. I complied with this and sent photo evidence. On XX/XX/XXXX I received another follow up email from amazon stating that based on their investigation, that my item must have been stolen by a 3rd party and that I must file a police report in order to move forward with the resolution process. I filed a report with my local police department that day, XX/XX/XXXX at XXXX XXXX. The police report was uploaded to Amazon the same day. On XX/XX/XXXX I received an email from Amazon stating that abnormal activity had been detected on my account and that I must upload a valid government-issued identity document to Amazon in order to move forward in the resolution process. I complied with this and uploaded a copy of my drivers license. On XX/XX/XXXX I received an email from Amazon stating that my account was restricted to digital purchases only due to having a number of issues with previous Amazon orders. I have had this account since XXXX. On XX/XX/XXXX I contacted the Amazon chat, who assured me all of my documentation had gone through properly and I would be refunded the full amount of {$1100.00} within 10 business days. On XX/XX/XXXX I received an email from Amazon stating that the item was delivered intact, and that no refund would be issued. I opened a dispute with Synchrony bank on this day, XX/XX/XXXX, in response to Amazons refund denial for the amount of {$1000.00} that was charged to my Synchrony Amazon Store Card. I uploaded all supporting documentation that had been required by Amazon, which clearly shows I did not receive my item as expected. My claim has now been denied 3 times by Synchrony, with their reasoning being that there was confirmation of a successful delivery to my address, and that packages had been delivered to the same address successfully in the past. This is absolutely unacceptable and I am unable to speak with someone at Synchrony bank to try and figure out why this dispute is being denied. I am not dispute the fact that the package was delivered, the dispute was filed due to the contents of the package not being as expected.

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