Consumer complaint received 2018-07-03
Company: SYNCHRONY FINANCIAL
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
contacted PayPal in Fall of XX/XX/XXXX advising that I had received a statement advising that I had a credit card with them with a past due balance. I contacted them right away, took several representatives to get escalated to a manager as no rep would open fraud for me stating i had used the account and there was a pending balance. I kept explaining to them I didn't open the card and that I had no idea I even had a credit card with them. I confirmed I do you have PayPal account, however all of my transactions have been paid through my debit card with my credit union. Finally the manager confirmed that he would close out the account as fraud, I would receive a letter in the mail with the details. Several weeks later I did receive the letter from PayPal stating the account was closed out in regards to fraud and that within 60-90 days ( can't recall exactly ) the account  would be removed from my credit report. 
In XX/XX/XXXX my employer pulled my credit ( as they do every year ) and I have a collection showing as of XX/XX/XXXX through XXXX collection company for the PayPal account. I immediately checked the PayPal account on the credit report and it's showing a charge off account. 
PayPal turned me over to collections months after the letter was received advising the account was closed out as fraud and credit reporting agencies would be updated. 
I now have to go through the dispute process with the collection company which will take 90 days before I can obtain any documentation from the collection agency in regards to the outcome of the dispute. 
I am currently on the phone with PayPal again. I have spoken with a rep, a manager, fraud, and now their investigation team has to further look into it. 
This issue can effect my job, if not cleared up it's in my job contract to receive disciplinary action if my credit is not clean. This not only effects my credit negatively for the credit card that I didn't open, I am now being penalized for the collection account that is showing and negatively impacting me. 
Still to this day, they can not ( or will not ) provide me with the dates of the purchases or any transaction history for debt that is being negatively reported on credit in my name. 
XXXX ( employee ID XXXX ) an account manager states multiple times that I can't speak with anyone above her. After going round and round and round, she finally said her manager would review my account and IF he felt that he needed to reach out to me he would, however the soonest it would be is 72 hours. I asked for his employee ID and contact info and was refused. I asked to hold until he was available and refused. I asked to be called back by said Manager regardless to whether he felt " he needed '' to and was advised he would only call back should he feel it was needed. 
I advised I would be completing a complaint with CFPB in regards to this issue and would encourage her to provide me direct access to her manager and was again refused.

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 non-monetary relief