Consumer complaint received 2020-07-10
Company: SYNCHRONY FINANCIAL
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXX, in an attempt to close out my XXXX account, I was contacted by a rep I had spoken to the night before on a XXXX help line. He was to talk me through the technical part of " removing XXXX software '' from my account, via my laptop. 
He was a hacker and put a remote on my computer, accessing all my personal information, unbeknownst to me at the time. 
After a while I got suspicious as I was concerned about my refund owed by XXXX and he said we could access it through my Paypal Credit account as I had already frozen my main bank account so XXXX  could no longer ACH funds for payments. 
I told him I was not really comfortable with him involving my Paypal credit account and he was very manipulative and fast talking. I was accessing my cell phone very quickly as he talked to see if he was into my PP account. In that short time, there was a " Money Sent '' transaction on my Paypal Credit in the amount of XXXX to a XXXX XXXX, and the man 's face was beside the charge. 
I was in shock. My Paypal Credit account had a zero balance before that transaction. 
I immediately told the hacker/fake XXXX tech that we were finished as he was a crook, and I slammed down the laptop. I did however on the cell phone continue to access my Paypal credit account to report the charge on my account as fraudulent and ask that they remove from my account and clear. 
I tried after that XX/XX/XXXX date on several occasions to check the status via phone and online and I could never get through the phone line due to the Covid-19 crisis and my account was locked and I was unable to change my password or access it in any way for over two weeks. I was working from home and did not have a secure internet source after the hack and did not trust my devices, as the hacker had accessed another of my major credit cards and my XXXX. 
I wrote a letter to Paypal credit on XX/XX/XXXX after I received my second statement with the transfer fee from the unauthorized transfer still showing as due of XXXX. 
This entity to whom the transfer was to go has an email, which is most likely bogus, but it is XXXX Since these statements, I have received multiple emailed statements and two more mailed statements. Now the balance has went from XXXX to XXXX. 
XX/XX/XXXX ... ..late fee ... ... XXXX XX/XX/XXXX ... ... minimum interest charge XXXX XX/XX/XXXX ... ... late fee ... ... XXXX XX/XX/XXXX ... ... minimum interest charge XXXX Total- XXXX My gravest concern is Paypal Credit/Synchrony Bank is trying to destroy my perfect on time never miss payment record on my credit report. I have a lot of credit card debt, that I am trying very hard to pay down, but I am diligent in my payment schedule. 
But I refuse to roll over for this company and write a check for XXXX for charges for which I am not responsible and has caused many problems due to the fact the person who charged on my Paypal and the hacker in tandem, caused great harm to my financial stability and I suffered mental anguish for months trying to get my accounts safe. 
I blame XXXX as well for not answering their phones or having a messaging service, forcing customers to use a bogus online chat which was a third party scam to try and get out of their contract. But that is a complaint for another day. 
I need Paypal to stop sending me statements paper and online. 
I need my Paypal Credit account cleared and no contact from Paypal Credit. 
I need Paypal to CORRECT my status on XXXX, XXXX and XXXX to show no delinquent accounts, no missed payments, and clear my good name. 
And I need Synchrony Bank to stop Robocalling my home daily, day and night, and when I pick up they may say my name and just hang up. There is never someone to speak with. It must be them because I have no other accounts with Synchrony with issues. From XX/XX/XXXX to XX/XX/XXXX, I have a total of 25 calls on my caller ID from Synchrony Bank. 
Synchrony Bank XXXX This has got to stop. 
XXXX 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 monetary relief