Consumer complaint received 2020-07-17
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:
Greetings, On XX/XX/XXXX I cancelled my flight with XXXX XXXX and got cancellation acknowledgment email stating that I have full refund of {$2000.00}. 
A week later there wasn't any change to the transaction. 

On XX/XX/2020 I filled dispute with PayPal Credit and provided all documentation to PayPal. 

On XX/XX/2020 I got an email from PayPal saying that they can't complete investigation since I disputed transaction with credit card company. 
I found this email to be odd since the only dispute I submitted was with PayPal Credit and no other financial institution. But I let it go since I saw a credit on my account. 

On XX/XX/2020 I discovered that PayPal charged me again for {$2000.00} without even notifying me. The agent on the phone told that when they disputed transaction on my behalf with the airline, but no one got back to them and it was the reason why PayPal credited my account. In XXXX PayPal got email from airline saying that the refund is on its way and that is why PayPal charged my account again. A week later no refund was issued and I got an email from PayPal saying that I'm responsible for minimum payment due for that amount ( even though they send a notice saying I'm not responsible for minimum payment due until they make final decision on my dispute ). PayPal also reported that amount to credit bureau. So I had to file dispute again on XX/XX/XXXX. I also called airline to see the status of the refund and they told me I need to reach out to billing department which I did in writing a month ago and no one got back to me. 

On XX/XX/2020 I reach out to PayPal credit again and the only thing I keep hearing we are working on it and EVERY single person ( 6 of them ) I talked to in PayPal confirms it is not right, but no one wants to do anything about it ( including supervisors ). 
It has been almost 4 months I the only thing I hear from PayPal " we are working on it ''. 

Today, XX/XX/2020, I got another generic email from PayPal Credit saying that I filled another dispute on XX/XX/2020 ( which I did not!!!! ). I called them right away. The first agent on the phone told me the dispute was resolved in favor of merchant. I asked where is your official notice with the reason and the person on the phone couldn't answer the question. 
When after 30 minutes I was finally able to get hold of a supervisor ( XXXX/employee ID XXXX ) he told me that the dispute I filed on XX/XX/2020 was NEVER in process. I asked why other agents lied to me when I called twice to follow up since I submitted second dispute on XX/XX/XXXX. He couldn't provide the answer. I asked to talk to his supervisor ( XXXX ) and of course she was busy, etc. So I asked his supervisor to call me back because what they doing to their customer of 8 years is not right. 
After that call I called the airline again and they told me that they issued the refund on XX/XX/2020 and it got cleared on XX/XX/2020, BUT I STILL DON'T HAVE money in my account. 
PayPal ruined my credit score by few points reporting disputed balance to credit agencies and I spent 7 hours total on the phone ( since XXXX ) trying to clarify all these issues and their confusing emails. 

Can someone please look into practices of this bank and investigate why they refuse to credit my money back, ask me to pay minimum payments on disputed amount and keep reseting 60 days investigation period? 

Respectfully, 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