Consumer complaint received 2023-06-13
Company: SYNCHRONY FINANCIAL
State: MA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I am writing to file a formal complaint against your institution and PayPal, PayPal Credit Synchrony Bank, and XXXX regarding ongoing violations of the billing error settlement process, I am writing to inform you that I have sent all relevant parties a 30-day demand letter in accordance with MGL 93A section 9, ( PayPal, PayPal Credit Synchrony Bank XXXX and XXXX ) for their violations of the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1601-1661, and the Truth in Lending Acts ( TILA ) unauthorized use provision, 15 U.S.C. 1643.

Your failure to complete the investigation within two billing cycles and the erroneous chargebacks, totaling {$2900.00} as of XX/XX/XXXX, and rising, have prompted this complaint. 
Furthermore, I would like to bring to your attention that as of today, you have reported my account as delinquent and are attempting to collect, which is a direct violation of federal law. 

Complaint Details : - Parties involved : PayPal, PayPal Credit, Synchrony Bank, and XXXX - Violated FCBA Provision : Failure to promptly credit or refund overpayments and other amounts owed to my account, as outlined in Section [ insert relevant FCBA section ].

- Transaction Details : On XX/XX/XXXX, I purchased a XXXX vacation for {$530.00}. Subsequently, on XX/XX/XXXX, XXXX issued a refund credit of {$110.00} for the rental car portion, and on XX/XX/XXXX, XXXX, Washington XXXX DC, approved a one-time merchant refund for the hotel portion of {$430.00}. 
- Unauthorized Charge : On XX/XX/XXXX, PayPal authorized a chargeback for the same amount of {$5600.00}, falsely claiming it was a provisional credit. However, it appeared on my statement as a new charge with a different receipt number. The original refund from the XX/XX/XXXX transaction was never issued. 
- Consumer Financial Protection Bureau ( CFPB ) Complaint : In XXXX, I filed a complaint with the CFPB and informed PayPal in writing that I refused to pay for the charge and demanded corrective measures and the appropriate refund for the rental portion.

- Misleading Resolution : PayPal informed the CFPB that they resolved the issue and issued a refund of {$530.00} on XX/XX/XXXX, which was essentially the provisional credit from XX/XX/XXXX. However, they never refunded the original XX/XX/XXXX transaction. 
- Ineffective Dispute Resolution : Despite multiple calls to PayPal to dispute the credit card charge, XXXX informed me that I had lost my dispute case, leading to no adjustments being processed. Additionally, the XX/XX/XXXX charge that had been applied to other transactions was never removed after the provisional credit refund was issued. 
- Current Status : As of XX/XX/XXXX, my account remains incorrect. PayPal and the credit bureaus continue to report that I owe them {$530.00}. They are charging me interest on this transaction and have provided false information to the CFPB and credit reporting agencies, falsely claiming that they resolved the issue. 
- Official False Credit Billing Dispute : In XXXX, I submitted a letter stating that I refuse to pay for the charge and filed an official false credit billing dispute complaint, which PayPal has yet to acknowledge or respond to appropriately. They have continued to report the amount owed for seven months, despite my objections, and have denied me the refunds that I am entitled to. These unfair, deceptive, and abusive practices have caused financial harm and adversely impacted my credit report. 
I expect a prompt and thorough investigation into these matters and request an immediate correction of my account. Furthermore, I demand that you cease reporting my account as delinquent and halt any collection efforts, as they are in violation of federal law. 
Subject : Notice of Sent 30-Day Demand Letter in Accordance with MGL Ch 93a section 9 to PayPal et . al, PayPal Credit, and Synchrony Bank Financial certified mail on XX/XX/XXXX Tracking Number ( s ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX Synchrony Financial Bank ) XXXX XXXX XXXX XXXX XXXX XXXX ( PayPal et.al ) This complaint serves as a formal notice to the regulatory agency of my attempt to resolve the matter amicably within the specified legal framework. I kindly request your attention and involvement in ensuring a fair and timely resolution. Thank you for your assistance in this matter.

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