Consumer complaint received 2022-09-02
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: Card was charged for something you did not purchase with the card

Complaint:
This is concerning my PayPal Credit Account, it appears that PayPal has granted an Unknown Third Party access to my account. 
On Monday morning at XXXX a text message was sent to my Cell Phone - The text message was a one-time code to access my PayPal account. Meaning a login had occurred and a verification code was sent as a one-time use code to access the account data. The problem is that I DID NOT ACCESS THE ACCOUNT ON MONDAY AT XXXX AM. I called PayPal today at XXXX AM to inquire about the incident. I explained to the representative that I had security concerns about my account, I further explained that someone other than me had accessed the account and had gone as far as requesting to have a one-time code sent and that the code was sent to my cell phone via text. 
The representative placed me on hold to investigate then he came back on the line to explain to me that he could see the transaction. I asked him to inform me of the location of the login, the manner in which the login was done, whether the login was linked to my previous device login data etc in an effort to investigate. The agent told me that HE COULD NOT TELL ME, NOT THAT HE DID NOT KNOW BUT THAT HE COULD NOT TELL ME. I have come to the occlusion that PayPal is in collusion with another entity or organization and is granting access to my records without proper notification and disclosure to me, or at the very least, PayPal is AWARE that my account is being accessed and is deliberately withholding the information from me. 

1. On several occasions when I called PapPal, the people that answered the phone did not address my questions as the REGULAR PayPal Staff usually do, instead interrogated me about what my purchases were for and who I was sending payment to when in fact the payments sent were for products ad services. 
2. Recently PayPal refused to issue a refund even after I had provided sufficient evidence that I had not received an item I had ordered- receipts, shipping claims and dispute documents were filed, and the PayPal staff refused to issue the refund until I contacted the CFPB office. 

The latest issue is that I Notified PayPal of fraudulent access to my account and requested details of who had accessed my account and PayPal Refused to explain and Refused to Investigate the matter. 

Per the ACLU Immigrant Citizens oftentimes come under scrutiny under Homeland Security Administration. I am a Law Abiding - Tax Paying Citizen and I need for PayPal to be transparent and disclose to me WHO has been accessing my account since XX/XX/2021 when I traveled to XXXX XXXX. I need assistance in having PayPal fully disclose what entity or organization has been granted access to my account and to inform me what recourse do I have regarding the fact that someone other than me is accessing my PayPal Account. The account access is either Illegal or sanctioned by a Law. Therefore, to disclose information on who accessed my account and why or what I can do regarding unauthorized account access poses a risk of identity theft, and if the access is related to some sort of warrant, then a disclosure is in order and would be greatly appreciated.

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