Consumer complaint received 2026-02-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: IN

Complaint narrative:
This filing serves as both a rebuttal to PayPals XX/XX/XXXX response to Complaint No. XXXX and a new complaint based on updated documentation, new evidence, and new contradictions introduced by PayPal. PayPals internal XXXX XXXX has repeatedly failed to accept the documents they require, making it impossible to comply with their stated process. I am therefore submitting all requested documents through the CFPB portal, along with a detailed explanation of the unresolved unauthorized activity, PayPals contradictory statements, and the procedural barriers preventing resolution. 

Full Narrative 1. Summary of the Issue My PayPal account experienced unauthorized access and unauthorized activity between XX/XX/XXXX and XX/XX/XXXX. This resulted in : Depletion of my PayPal balance Unauthorized billing agreements Unauthorized charges Legitimate payments being forced onto PayPal Credit A missing {$10.00} refund A permanent account limitation that prevents me from completing PayPals required steps PayPals XX/XX/XXXX response contains factual inaccuracies, internal contradictions, and procedural impossibilities that prevent resolution. I am submitting updated documentation to correct the record and request a full investigation. 

2. PayPal Admits a CredentialBased Account Compromise but Provides No Evidence of Containment PayPal acknowledges that on XX/XX/XXXX, a third party accessed my account using my email and password and sent an unauthorized payment. PayPal refunded the payment, confirming the compromise.

However, PayPal does not state : When the compromise was contained Whether the attacker retained access Whether the attacker created or modified billing agreements Whether the attacker changed security questions or funding sources This omission is critical because the disputed activity occurred after the confirmed breach. 

3. PayPals Own Actions Contradict Their Claim That I Authorized the XXXX Billing Agreement PayPal claims I initiated a XXXX billing agreement on XX/XX/XXXX, which resulted in 26 charges totaling {$3700.00}. 
However, PayPal also states that on XX/XX/XXXX, they permanently limited my account due to recent reports of unauthorized activity. 
If the XXXX billing agreement were legitimate, PayPal would not have permanently limited my account for unauthorized activity three weeks later. Their own actions contradict their narrative. 

4. PayPal Claims I Have Not Provided Required Documents, but Their System Prevents Submission PayPal states that I must : Provide governmentissued ID Confirm my bank account Update my security questions Identify unauthorized transactions However : A permanently limited account can not update security questions A permanently limited account can not confirm a bank account The upload portal repeatedly fails and has failed in the past This creates a procedural impossibility : PayPal demands steps that their own system prevents me from completing. 
I am therefore submitting all documents through the CFPB portal, including : Governmentissued photo ID XXXX bank statements XXXX account verification letter Transaction history showing unauthorized activity Supporting documentation 5. PayPal Reframes My Complaint to Avoid Addressing the Actual Issue PayPal states they found no withdrawals or transfers, but my complaint did not allege withdrawals or transfers. 
My complaint stated : My PayPal balance was depleted My funding source was changed Legitimate payments were forced onto PayPal Credit Unauthorized activity occurred in XXXX My account was compromised My balance and refund were not restored PayPals response does not address these issues. 

6. PayPal Claims They Can not Identify the Disputed Transactions While Listing Them PayPal states they can not determine which transactions I am disputing, yet they list : XXXX XXXX XXXX Private Internet Access Gamefound These are the exact transactions referenced in my complaint. Their claim that they can not identify them is factually incorrect. 

7. PayPal Ignores the FundingSource Manipulation Issue Entirely My complaint clearly stated that : My PayPal balance was used without authorization My funding source was changed Legitimate payments were forced onto PayPal Credit PayPal does not address : How my balance was depleted Why PayPal Credit was used Whether the attacker changed my funding hierarchy This is a material omission.

8. Updated Documentation Provided Through CFPB Because PayPals internal system has failed multiple times, I am submitting the following through the CFPB portal : Governmentissued ID XXXX bank statements XXXX account verification letter Transaction history showing unauthorized activity Additional supporting documentation This includes evidence of the XX/XX/XXXX unauthorized charges and the XXXX activity that PayPal claims was authorized.

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