Consumer complaint received 2023-10-01
Company: SYNCHRONY FINANCIAL
State: NJ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2023 my PayPal account was hacked XXXX times for the total in the amount of {$12000.00}. I have 2-factor authentication enabled on my account. It was not used and these payments were approved. I dont understand how PayPals fraud alert system allowed this without notifying me immediately. The amounts were totally out-of-line compared to my usual PayPal transactions. None of the 23 other transactions of that day were reported to me. 

On the same day ( a XXXX  ) I received a text from XXXX about a transaction to buy a XXXX XXXX for {$380.00} which I had not purchased. I called the number ( XXXX ) immediately. The person I spoke with promised that he would help resolve the problem He explained that the hackers then used the money to purchase gift cards from XXXX. He said my XXXX checking account was locked to prevent these payments from going through which was a false statement. All XXXX went through. I was promised then that this all would be resolved by XXXX  ( XX/XX/XXXX ). Three months later after ordering endless numbers of gift cards from XXXX and maxing out all my credit cards, this still isnt resolved. Obviously my summer was ruined and its still ongoing. 

Locking my checking account caused a XXXX payment to fail. Maxing out credit cards caused a great number of automated payments to fail. I now owe more than $ XXXX to the credit card companies. 

He promised to pay the credit card statements when they came due. He did not. So now I have late payment fees and interest charges. Im retired on a rather limited income and put a lot of effort into keeping my accounts up to date avoiding late fees and interest payments. 

All this has required endless hours on the phone and placing endless orders for gift cards which then have to be opened, scratched and copied. This has used about XXXX hours of my time at mind-numbing tasks. And for all his saying take your time he is extremely impatient. 

People representing PayPal have spoofed PayPal information. Specifically they are using an XXXX number and a XXXX email account. I assume that they have managed to obtain the amounts that were charged to my credit card accounts. Its a complicated mess and, of course, PayPal will not take responsibility for authorizing the 23 transactions without checking with me.

Now, three months later my finances are a shambles. Im owed {$9500.00} to repay the checking account the money that was basically stolen from me. {$6700.00} was withdrawn from my XXXX savings account and has not yet been replenished. Plus Im more than $ XXXX in debt for my credit cards. 

In addition, I should be reimbursed for the many hours Ive been forced to sit on the phone and be harassed by someone who is condescending, impatient and extremely nasty at times. I dont understand what the goal of maxing out my credit was. I was never notified by any bank that gift cards had been ordered from my accounts ( as the alleged reason for ordering more ). My hourly rate is {$75.00} ( which is low ). I estimate that this has cost me at least XXXX hours. Im owed {$7500.00} for my time plus the $ XXXX to repay the credit cards plus the money stolen from my checking and savings account. 

In total, Im owed {$120000.00} and repayment should be immediate so I can get my life back.

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