Consumer complaint received 2022-09-18
Company: SYNCHRONY FINANCIAL
State: FL
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:
The company 's name is Paypal Mastercard issued by Synchrony Bank. Phone number is XXXX. The other party is XXXX Inc I subscribed to XXXXXXXX XXXXesting out their svcs for a few months. It didn't work for me so I decided to cancel the services. In the cancellation phase, I was told that if I fully canceled all my account info would be deleted but I should take the option of pausing the billing and I could come back at any time and restart. I took that option. I didn't go back to the website after doing this pause XXXX of 2021. 
I have been paying down my paypal synchrony card & noticed it was still increasing even though I was hardly using it. I decided to check my account and saw a charge in XXXX from XXXX which I had not authorized. I contacted the company after logging in to my account on their portal and seeing where they had restarted billing in XXXX of 2021. They had not notified me by email that they were doing this nor did they ever send me even one email over the course of 16 months with any billing reminders, statement, nothing at all. I had not given them authorized to restart billing me and was unaware of it. Not one email have I ever received from them over that entire period of 16 months. 
I reached out to their support dept about how upset I was seeing that they had been charging me all this time without my knowledge or authorization. The first rep confirmed that she saw that I paused the account in XX/XX/2021 & never logged in or used it again after that but they don't do indefinite pausing and their system automatically started billing me again. I asked why I did not receive a notification of this as every merchant I do business with gives me that courtesy. I was told they were not required to by law. 
She decided to give me a refund of 4 of the charges on XX/XX/XXXX & told me the next day upon checking with her superiors she was only able to credit me one more payment as her system would not allow her to go back and do more. She advised me to open a fraud claim with my cc provider to get the other 11 payments. 
I opened a claim with paypal synchrony bank, I was transferred to their dispute department who opened a dispute and then told me the most they could help me with was 6 months, they then transferred me to the fraud department as they stated they were better able to serve me and go back as far as 2021. The fraud representative closed my card and issued me a new one and advised me that I need not worry they would ensure that I get all my payment refunded to me. I explained that the merchant had already refunded me 5 payments and I was only seeking the remaining 11 payments. By now the 5 payments from the merchant was already showing back up on credit card. A few days later paypal reversed the refunds that the merchant gave me. When I called to find out why they did that, they said it was their own provisional credit they were reversing. I complained about that not being true as the refunds were already on my account when I called them. A few days later they gave me 7 credits. A few more days later they reversed 3 of those 7 credits leaving me with 4. When I called they claimed it was because the disputed department was closing out the file and that the fraud department would take over and credit me back.

A few days later the final 4 credits I had was reversed so now I had no credits at all. I called on XX/XX/XXXX and was told that the fraud department had closed my case and sent it back to disputes as this was not considered a fraud case. I then called the disputes department and was told that they were working on it. I explained that they kept sending me numerous letters stating they were crediting me while they conducted their investigations but no credits were showing up on my account. I asked them to please put back on my account the five refunds that XXXX gave me because after all the runaround they have been given me, I felt unsafe with them, I also did not trust that they were operating in my best interests and that the disputes department told me previously that they sided with the merchant and ruled against me and this is why they refunded the merchants credit back to them. 
This is when I realized I needed help from either the Better Business Bureau or the Consumer Finance Protection Bureau. Please help me. 
Sincerely, XXXX XXXX XXXX & they took me all over the place between filing a dispute, reversing the 5 payments that the merchant gave me, transferring me to a fraud claim, closing it & sending it back to disputes. Basically I now have neither the 5 credits the merchant refunded me nor the other 11 payments

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