Consumer complaint received 2021-09-18
Company: SYNCHRONY FINANCIAL
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Unfortunately I have no choice but to reach out here as I have exhausted all other methods of communication with PayPal, Synchrony Bank and the collections agency. All of these entities state the issue is the other agencies fault and are unwilling or incapable of accepting responsibility, providing assistance and refuse to speak to each other regarding my account, so that we may resolve this issue. 

I placed a purchase with PayPal a few months ago for an event that was ultimately cancelled. I waited for the refund, but it never came. I reached out to PayPal and they said the payment was in a weird status, they informed me that they were physically unable to do anything with the transaction, but they had me fax evidence that the event was cancelled and walked me through requesting a cancellation for the transaction. I put in the request, faxed over the evidence and after a few days they canceled the payment ; I thought that was the end of it. Unfortunately I am now finding out that PayPal has placed an unauthorized charge on my PayPal account for {$2000.00} and sold the account to collections without ever contacting me or informing me there was any kind of an issue. 

After many hours and many phone calls to Synchrony bank, PayPal and a collections agency, I have been told multiple times that neither party is willing to communicate with each other regarding my account, they are each telling me to contact the other company and theyre unwilling to provide a reasonable resolution. The only manager that im aware that I spoke with was from Synchrony Bank. She offered to issue a check in the amount of {$2000.00}, however she stated by issuing the check they would debit my PayPal  credit account for that {$2000.00} then reverse the refund transaction from the account leaving me to owe Synchrony Bank {$2000.00} for a purchase that was refunded. I am left with no reasonable resolution, a credit default against me and can only come to the conclusion that PayPal, Synchrony Bank and this collection agency are coordinating efforts to intentionally defraud customer accounts, sell those accounts to generate a profit, while also retaining the authority to prevent customers from escalating these issues and actively suppress attempts to contact their leadership for assistance. I have even gone as far as emailing PayPal and Synchrony Banks investor relations, reached out to leadership and company social media accounts, emailed Synchrony ethics division, filed a XXXX  XXXX  XXXX  complaint, submitted a complaint to the Federal Trade Commission, filed a complaint with the FBI, submitted an official report with the Texas Attorney General and filled out an official police report with local law enforcement in order to get this issue resolved and I am still unable to communicate with any executive leadership or get a resolution from PayPal or Synchrony Bank.

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