Consumer complaint received 2023-11-14
Company: SYNCHRONY FINANCIAL
State: WA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
All of this started back in XXXX of XXXX when PayPal was sending a charge for some service or product that was not clearing on my PayPal credit account, or clearing through the preferred payment card that I had on file to all of the other payment cards that I had on the account. Now, PayPal requires a person to add any card to their account in order to use it to pay their bill, so I had multiple cards that were not to be used for transactions on the account. I had attempted to remove all of these extra cards, but PayPal kept giving me error messages and " saying try again at a later time '' and because I had not had any issues prior to this, I didn't worry too much. However, back in XXXX when they sent this charge to multiple cards, they ended up sending this charge to a credit card that I had on file, and it ended up over-drafting that account. Because I had NOT given PayPal permission to bill that card as it was not the preferred card, and it was only on the account because I used it to pay them, and because the company whose product or service I was using did not have access to that card information, my credit card company refunded the charge and put the company on the block list so no future charges could be processed by them. Once my credit card company had resolved the issue on my end, I logged into my PayPal account on XX/XX/XXXX to get those extra payment cards off of my account so that this did not happen again. I have video of my attempting to do this and PayPal giving me that same message of not being able to process my request. I also then realized that all of a sudden, I had a negative balance {$40.00} something dollars on my PayPal cash card that I had not used since I went to XXXX back in XX/XX/XXXX. I believe I used it XXXX time after I came back home in XXXX, and there was only like {$0.00} remaining on the card. So I messaged customer service in regards to the negative balance on the PayPal cash card and why I couldn't remove my extra payments cards off of my account. They responded with their generic apology and said basically, try again. They didn't even address the fraudulent charge that was on the PayPal cash card at all. Not to mention that I didn't even have the PayPal cash card anymore because it had expired, and because I only got the card for my vacation, I didn't order a new one because I knew I wasn't going to use it. I stated that I needed them to fix this now, and the person who was responding essentially told me that they couldn't do anything. That is when I ACCUSED PayPal of fraudulently holding my financial information so that they could send charges wherever they wanted to, and that they did not have my permission to do that. I also stated that I was not paying my PayPal credit balance of {$280.00} something until they resolved these other issues. Mind you, the payment wasn't even due yet so there was time for them to fix the problems in order for me to pay them on time. In fact the rep could've fixed the problems right then by helping me with my issues, but chose not to. So I REQUESTED for them to start the process of closing the account because I no longer trusted PayPal credit. I immediately reported this to the XXXX XXXX XXXX. ( I can only access the report through their portal, but It's old so I am not sure how to do that ). While waiting on the XXXX response, I had attempted to log into my PayPal account on XX/XX/XXXX and I couldn't get in. I have video of this attempt and it telling me that some unusual activity had occurred on my account, and that I needed to change my login info. I reported this to the XXXX as well and PayPal and Synchrony Bank where passing the blame back in forth on each other. Even stated that they showed no report of fraud or unusual activity on the account so they didn't know why it was stating that when I tried to login. have no access to my billing statements or the chat of the conversation I had. I never received a final, closing billing statement for the charges that I knew I owed them, and the fraudulent charges were never even addressed. All I have received is a bill for {$410.00} from PayPal and the collection agency. There is no explanation for why the bill is {$410.00}. This collection showed up as being removed from my credit in XXXX XXXX XXXX. It is possible that it was removed in XX/XX/XXXX but I did not pull a report for that month, same with XXXX of XXXX, as the account was re-added to my credit reports in XX/XX/XXXX. I am waiting on statements from the other banking services regarding the multiple attempts they received from PayPal to show they did exactly what I am stating they did. And again, I also have videos.

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