Consumer complaint received 2023-03-23
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I requested a balance transfer from my PayPal credit to my XXXX bank credit card. During the process I realized the PayPal credit account number was incorrect so I notified XXXX bank to let them know, and they said no worries they will open an investigation and since the account number is incorrect, PayPal credit will reject the payment, however in the meantime, the payment was received, and the PayPal credit account got paid on XX/XX/2022. When I realized the account was paid, I called XXXX back and they said oh OK well PayPal reply the accounts paid but since there was already investigation open, XXXX said it had to go through the process. That was in XXXX I thought everything was fine. Well on XX/XX/XXXX I noticed there was a charge to my PayPal credit account for {$440.00} and also that they issued me a refund of XXXX XXXX by check., I called and I really couldnt get a straight answer but ultimately, they said they were going to cancel the check and just credit my account back. I waited and I waited. Nothing happened. The credit never went back to my account so I called numerous times was transferred to numerous different account managers and was told that the check was cashed and I of course said I never received a check I didnt cash a check and I was told that check was stopped And the credit was supposed to go back to my account. It took one of them a little extra time to investigate. They were able to pull an image of the check and confirmed with me. The check attached to my account was not payable to me and not cash by me and they were just have to open a case and send it to their back office, treasury department, which there is no phone number for. Still no resolution on that. Been calling for over two months. Keep getting the runaround well in the meantime, two days ago I looked at my account and noticed there was another amount charged to my account for over XXXX and some odd dollars and another transaction listed that they sent me a refund check in that amount, so now my account balance which should be XXXX is showing {$890.00} and some cents its on my credit report. I got an alert yesterday that it could be a negative affect on my credit report because its up to the max. The credit limit is only {$900.00}.. I am getting no help from Paypal Credit. I get transferred around to people that call themselves account managers and everybody says theyre going to open a case up. In the meantime I have an {$890.00} balance on PayPal credit that I do not owe and this has been for over two months that they have been giving me the runaround and not doing what theyre supposed to do, I dont owe them any money. This is very bad business a half of their customer service. People wont help you transfer you to people that cant help you. Ive gotten a few people that I thought were going to help me, but nothing is getting resolved and in the meantime, my anxiety and stress level is through the roof. My credit report is suffering because it looks like I owe them all that money and theyre creating more problems with this last Transaction they havent remedied the original dispute. I had with them for the {$440.00}. I have never received any refund checks from them. I dont understand why they would send me a refund check, but still charge my account for the amount of the check This is the most horrible experience Ive ever dealt with. I have spent hours on the phone for the last two months. Its a waste of time nothing is getting done. Most of their attitudes are oh well you need to just wait and be patient my patience is running thin and its causing a lot of problems in my life, Im hoping somebody can help me or at least put this out there to show how scandalous PayPal credit is operating when it comes to my account.

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