Consumer complaint received 2026-04-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
I am submitting this complaint regarding PayPal Credits handling of a billing dispute tied to a XXXX XXXX purchase and the resulting improper negative balance on my account. XXXX of Events : XX/XX/XXXX : I made a XXXX XXXX purchase totaling {$550.00}. I received only approximately 50 % of the items ordered. After attempting to resolve directly with sellers, I successfully obtained partial refunds for most missing items. However, {$51.00} in merchandise was never received and remains unresolved. XX/XX/XXXX : I filed a dispute with PayPal Credit for {$51.00} only ( not the full transaction amount ), citing items not received. Initial PayPal Decision and Reversal : Following the initial review, PayPal credited the {$51.00} back to my PayPal Credit account, indicating the dispute was resolved in my favor. However, on XX/XX/XXXX, PayPal reversed this decision and re-charged the {$51.00}, stating that the merchants proof of delivery was sufficient. Clarification and Reopened Dispute : After the reversal, I submitted a detailed clarification ( attached ) explaining : The dispute was specifically for items not received, not a billing error. Prior refunds referenced were for separate items and unrelated to the remaining {$51.00}. I requested reconsideration and effectively reopened the dispute. Improper Balance Handling : Instead of resolving the dispute properly, PayPal : Did not reapply the charge to my PayPal Credit account, and Instead placed a negative balance of {$51.00} on my PayPal account. This effectively requires me to repay the disputed amount despite an active and unresolved dispute, which is improper. Issue with Merchant : Two XXXX XXXX sellers refused to refund the remaining {$51.00}, citing XXXX delivery confirmation. However : Delivery photos were insufficient and did not confirm delivery to my address. XXXX XXXX closed the disputes with no ability to reopen or escalate further. Ongoing Issues with PayPal : The negative balance has remained for over 30 days. I have contacted PayPal multiple times via phone and chat. Representatives have stated : The matter is still under investigation. I do not owe the balance at this time. Despite this, I continue receiving frequent payment reminders demanding payment, which is contradictory and concerning. It has now been over two months since I submitted my clarification and supporting documentation, and no final resolution has been provided. Key Concerns : PayPal Credit issued a refund, then reversed it without clear or consistent justification. The dispute remains unresolved despite sufficient documentation. The balance was improperly shifted to my PayPal account, bypassing proper dispute resolution. I am being pressured to pay an amount that is actively under dispute. There has been a lack of transparency, consistency, and timely resolution.

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