Consumer complaint received 2020-02-28
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Dear PayPal/Synchrony Bank : Attached please find documentation for incorrect payment made through PayPal and funded from PayPal Credit account on XX/XX/2020. 
On XX/XX/2020 my brother XXXX XXXX contacted me and asked to borrow {$500.00}. I said I would send money through PayPal, because it was fast and easy. I submitted my request, using XXXX ( XXXX ) XXXX phone number and a funding method of my PayPal Credit account. After I submitted the request, I received a confirmation that I had successfully sent {$500.00} to a XXXX XXXX. I was alarmed because I do not know a XXXX XXXX. I immediately contacted PayPal Customer Service indicating there was a mistake and could they cancel the transaction. You company basically told me Im screwed and it was my fault, I should have confirmed the email address attached to the phone number. Apparently, my brothers new phone number was still attached to an email address for XXXX XXXX. I had no idea this could happen. I ended up sending my brother another payment, you will see 2 transactions for same amount ( {$510.00} ), on same day. The second payment I used my brothers email address and everything went through ok. I am now out of pocket {$1000.00}. 
On advice of your company, I submitted a dispute for an unauthorized transaction on my PayPal account for the payment to XXXX XXXX and received correspondence within 48 hrs that there was no unauthorized use of my account and your company wasnt going to do anything. I called PayPal back and a nice representative answered the phone and told me there was an option for resolution, since I funded the payment through my PayPal Credit Account. She said I could dispute the charge through PayPal Credit with a Reason of Goods and Services Not Received and PayPal Credit would charge back the merchant and credit my account because it was made in error and I hadnt received any goods or services from XXXX XXXX, dont even know who this person is. I was given the phone number to PayPal Credit and they opened the dispute, they indicated it could take up to 60 days for resolution. I also filled out the dispute form online and mailed/faxed dispute documentation to PayPal Credit Dispute Resolution. 
Today, XX/XX/2020, I receive correspondence that you need documentation of the sale to XXXX XXXX and if you do not receive within 20 days, you will consider the balance correct. 
I am very disappointed with PayPal and Synchrony company. First, this is horrible customer service and dispute resolution handling. Second, there should be a way to cancel transactions made in error that are more convenient to the customer than running me in circles. 
Please chargeback XXXX XXXX and refund my {$500.00} payment and the {$14.00} fee you charged me to process the payment to the incorrect payment recipient, the illusive XXXX XXXX. If you put yourself in my shoes, would you just hand out {$500.00} to a random person, no it is ridiculous. 
Is this a scam that you have seen, where random people attach themselves to phone numbers to defraud honest PayPal customers out of their money? If so, I would consider this a fraud on my account and will gladly file charges against XXXX XXXX and PayPal for not addressing my concerns. I also plan to open a complaint against PayPal and PayPal Credit with the Consumer Financial Protection Bureau. This is definitely customer harm! 
Please send confirmation in writing that you have charged-back XXXX XXXX and lets get this resolved. 
Thank you - Sincerely, XXXX XXXX XXXX Loyal Customer for many years, lets keep it that way! 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX ( XXXX ) XXXX

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