Consumer complaint received 2023-03-16
Company: SYNCHRONY FINANCIAL
State: NJ
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
PayPal ( PP ) notified me via email I had a negative balance of {$5000.00} with no explanation. 
I attempted to get information via PP customer service chat and was denied any information. 
I called PayPal Credit ( PPCredit ) days later guessing they may have information. They could see the transaction amount, but saw nothing wrong. They forwarded me back to PP Investigations and Regulatory Dep saying they couldnt fix the issue and only PP could. 
PP Investigations told me I was refunded twice for a dispute. One by the merchant and one by PPCredit. He refused to assist me in having the account fixed property and instructed me to pay or contact PPCredit. He was rude, I lost my temper and asked for a manager. 
XXXX XXXX was similarly no help. She claimed there was no way to speak with PPCredit to mediate a better solution and claimed she didnt have a supervisor or anyone to escalate to issue to. 
I called PPCredit back and shared what I was told by PP. They explained to me after a review of my account and a conference with their manager that PP had made an error and needs to solve the issue with the merchant, not apply a negative balance and not restrict my account. Their position was that PP needs to follow the proper policies and not make it my fault.

I called PP back and shared this information. The customer service agent said my dispute with the vendor was denied originally because the merchant sent a refund on their own on XXXX XXXX therefore PP had made a mistake issuing a second refund. I was forwarded to speak with PP Chargebacks department which unfortunately was Investigations again. I was run around in circles again by XXXX XXXX. I explained I was being unfairly bounced back and forth between PP and PPCredit and that they needed to contact each other and get on the same page to properly adjust my PPCredit account. She told me she was going to put me on a three way call with PPCredit, but it was a lie to attempt to get me to admit to something I was never denying in the first place and then began talking in circles again. I lost my temper regarding the lie. After requesting a manager I was hung up on. 
I later decided to give PP Credit another try. After explaining the entire situation again the account specialist reviewed my situation saw that there was an accounting mistake made and explained he was going to conference with an accounting department to fix the issue retrospectively to XX/XX/XXXX. When he returned he explained Accounting wouldnt help after all and suggested I initiate a dispute with PP online resolution center. So yet again I was being bounced around with no real results. I got him to admit he was an offshore third party contractor paid to be an account specialist for PP Credit and not an actual employee, but he could connect me to an onshore representative who actually works for PP Credit. 
I was transferred and spoke to a very unhelpful, rude representative. He transferred me to a supervisor as he was no assistance and stated the problem could only be addressed by PP. His manager claimed that she started a dispute to the back office team and it would take 1 to 2 billing cycles. She stated there was no one else I could escalate to and I ended the conversation. 
Every representative claimed they couldnt solve the problem and I needed to call the other company. Its clear together, these customer services are designed to only discourage customers and create and attritional response from the customer to force PPs agenda.

My PayPal and PayPal Credit accounts have been restricted and PP keeps sending emails for debt collection. 
PayPal Credit needs to adjust the account retroactively at the time their error was made and reestablish my account as it should look and cancel their request to PP to aggressively collect.

This isnt the first time funds have been inappropriately applied from the PP Credit to my PP account. 
Id like to be contacted by PP Corporate and or Synchrony Bank who owns PP Credit at this point, since customer service agents are unable to affect an appropriate outcome.

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