Consumer complaint received 2025-02-14 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: SYNCHRONY FINANCIAL
State: WV

Complaint narrative:
This complaint is about Paypal and their resolution center. On XX/XX/year>, I received both texts and phone calls from someone claiming to be from XXXX XXXX with a claim that someone was using my XXXX card. They dispatched their 'SUPPOSED '' agent to investigate the fraud. The person asked to gain access to my phone, which I gave permission because they said they were checking my XXXX pay to see if that had been used. I don't have apple pay so, because they could see what was on my phone, he used Paypal. He was so familiar with their procedures which was kinda funny. He got my daughter involved by using her to transfer money back and forth to see if my paypal account showed someone trying to get into it. It worked and the money transferred back and forth. He asked my daughter for her phone number and she refused to give it. She left so he told me it was okay we could do it another way. I have XXXX XXXX and have a hard time processing. I told him that so he said just to type what he said. He gave me letters and numbers, had me check " friend or family '' which would have made it look like he was someone I knew and could not use the fraud protection that PayPal has. The amount was for XXXX. He also had me send a money payment to my daughter for {$4000.00} which he said would go back into my bank. My daughter received the {$4000.00} from me and transferred it back according to both her bank and Paypal. However, I never received my money back from her. We have NO idea where the money went in the transfer. He had my bank account information, so I canceled my bank account which really confused Paypal. When I was told by my XXXX  XXXX son-in-law and daughter that this was a scam and to hang up, it was too late for all the information he had which was a copy of my driver 's license, which he told me was proof of my identity, he knew my social security number, my address, my email address, name, phone number and was asking me to do a face scan when my daughter stopped me and told me it was a scam. Paypal was notified within less than XXXX minutes of the call and was told to stop all transactions. I filed an immediate complaint for the resolution center at Paypal. The resolution center, without asking me any more questions, talking to my witnesses, or contacting me, said it was my transactions because my IP address was used for the transaction which is what they had on file and ruled in this thief 's favor. I filed several times but they shut me off and gave me no more access to their site. They did not associate that my daughter was caught up in this scam and they told me that she was the one who needed to pay the money. Then, we she showed them proof from her bank, they said it was me and have charging late fees and interest fees ever since. Fraud was committed and they did nothing about it, despite the evidence we had, which they never asked for or allowed. This claim should have been under their fraud policy, but Paypal said he was one of my friends and family and so it didn't apply. I disputed, they didn't listen to any proof of what I was saying.

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