Consumer complaint received 2023-04-20
Company: SYNCHRONY FINANCIAL
State: NV
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:
On XX/XX/XXXXXXXX   I purchased a laptop from the Walmart app for a total of {$530.00}. On XX/XX/XXXXXXXX  Walmart cancelled the order due to delivery issues. I never received a credit for the cancellation and disputed it with Walmart. Walmart stated that they already sent the credit to Paypal. I disputed the account with paypal via telephone at XXXX. They credited the amount of {$530.00} and I had a XXXX balance. I received a notice that my payment was due on XX/XX/XXXX, but I should have had a XXXX balance, so I went onto my account and saw that Paypal charged my account for the full {$530.00} again on XX/XX/XXXX. I looked into the original dispute and it stated that Walmart was going to issue a refund, so Paypal added the charge back onto my account for when the refund came in from Walmart it would take me back to a XXXX balance. The credit was never applied to my account so I faxed another dispute on XX/XX/XXXX. I received a letter form PayPal Credit on XX/XX/XXXX stating that in response to my inquiry on XX/XX/XXXX, we have applied a credit of {$530.00} to your account as of XX/XX/XXXX. 
The credit was never applied, I called customer service and was told that the payment would be applied to my account when my new statement cut. The statement cut on XX/XX/XXXX but there wasnt a credit applied. I faxed another dispute on XX/XX/XXXXXXXX XXXX  because I never received the credit and when I called I kept being told I would receive it ( next statement date, XXXX days, etc. ). I received another letter from Paypal on XX/XX/XXXX stating that according to their records the credit of {$530.00} was applied on XX/XX/XXXX. I received a letter from Paypal stating they credited my account {$7.00} on XX/XX/XXXX for interest charged on the original charge of {$530.00} but I never actually received a credit for the original amount. I disputed the charge again via fax on XX/XX/XXXXXXXX  with a letter explaining the issue I was having, copy of my statements showing that a charge was never applied and never received a response from Paypal. I disputed the charge again on XX/XX/XXXX, provided the XXXX statement, a printout of transaction history from XX/XX/XXXXXXXX  to XX/XX/XXXXXXXX  showing the only credits where for the {$7.00} and a {$30.00} payment I made on XX/XX/XXXX, and never received a response. In the meantime, I called customer service and was told again I would be getting the credit. 
I disputed the charge again on XX/XX/XXXX and never received a response from Paypal. I called customer service again and was told that they could see that the dispute was awarded in my favor but that they couldnt help me with the issue and they would escalate it up to the dispute department manager. I received a letter again on XX/XX/XXXXXXXX  stating that the credit was already applied to my account on XX/XX/XXXXXXXX 
They also charged me interest in the amount of {$58.00} on XX/XX/XXXXXXXX  and {$9.00} on XX/XX/XXXXXXXX  for a charge that they keep saying they already credited me back. I havent used my Paypal charge account since XX/XX/XXXX because I didnt want another charge to be on there while I was disputed the Walmart issue. So the interest charged is a direct result of the original Walmart charge.

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