Consumer complaint received 2023-06-22
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid 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:
To CFPB, - Started from XX/XX/XXXX, the account of the credit card I have from Paypal had been hacked, a bunch of unauthorized transactions were made at another state, not where I leave, to the amount of close to {$17000.00}, and Paypal let those transactions went through ( I use Paypal credit card for surrounding 10 years, and never spend even close to {$2000.00} every month ) withouTot noticing me at all, until close to the month later, they sent me a notice about those transactions and asked me if I was the one to made them. I was stunned, contacted them right away, worked with them in every transaction that not belong to me. They made the notes on them, and told me they will open a fraud investigation on this circumstance. Also, I asked them to close the account since it was hacked, they said they will close and sent me the notice for that. I felt better so nobody can not use my name to make the fraud in my account anymore. 
- They subtracted some transactions, I waited for them some months according to their words that would take 30 to 90 days to investigate. 
- Then I received the new bill with the wrong amount ( {$3200.00} ). I called them again, worked with them again, then waited for the investigation again. 
- I just have been waiting for the correction. They said they will send me the letter for the result. Then I received the letter to ask me if I made any change on my address, if not, I should contact them immediately. I did that, told them I have not touched my account since the problem from XX/XX/XXXX. And I thought they had already closed my account. I told them so clearly that I have not used Paypal since XX/XX/XXXX, and still have waited for the correction. 
- Time passed, if I have not called them to ask for a result, so I have not received the answer. Several months passed, while I have still waiting for the correction, every month, I have received their monthly bills with different amounts, including new charges, while I still have not used their card. Then I had to call them for that matter, and again, they asked me if I was the one to make the purchase recently. from XX/XX/XXXX to XX/XX/XXXX? I was surprise while the mistakes were constantly being repeated. Of course they were not made by me since I am still waiting for the correction of the fraud in XX/XX/XXXX. 
- Then after that, XXXX XXXX, I received the letter from them to tell me after the investigation, they found out an incorrect balance, and will credit back to me {$25.00}. I think that is legitimate. Agree with that, and ask them to take off my account if they are still not close yet, they agree with me, and I have also the proof for that. 
- Then I have not received my credit, nor do they still keep my account remaining. And sent me the new bill in XX/XX/XXXX, with the amount of {$5.00}. I again, was shocked. I first did not want to pay, and straightened out with them again, but I am so tired for many months keep calling them backward forward to ask for the right solution. Every time, I had to spend some hours talking to different people before I could get to the right person, continue to explain what was the problem, and just ask for the right answer. So I decided this time, will make this payment with the check, so I will have the proof to show you the puzzle and unclear ways they treat the customers. 
- Exactly like I guest, this month, XXXX, I received the new bill with the amount {$300.00} on that ( even I have not used a Paypal credit card anymore since the fraud on XX/XX/XXXX ). 
- I do not think they will make the right solution. So I will need your help with this. Please give the consumer fair and right treatment. 
-I would very much appreciate your help.

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