I also felt like they were messing with me, but did eventually find an indirect solution... I had to file a new dispute with a different reason, which was essentially that I didn't receive the item, as I did not have the item. It was a backwards way to get the money back but after contacting the company I purchased from and requesting the item sent back to me (to possibly sell on eBay or something to actually get the money back), which they naturally declined to do as it wasnt their problem (rightfully so) I had what I needed to go forward with a dispute. Bottom line is I eventually got back the money and learned to never send back an item without the process being fully completed first... And that Synchrony does NOT have a reliable process for any of this. I know it's not perfect but it worked. I hope somehow this helps.
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