Consumer complaint received 2026-03-04 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: CA

Complaint narrative:
This is a follow up to a previously submitted complaint. I was advised by Synchrony Bank through CFPB that the complaint had been resolved. I was advised that my Pay Pal credit account was closed and that the account had been replaced by the XXXX. I was told the balance of the PayPal Credit account was now XXXX. Today, I received a bill with a balance of {$2800.00}. I have no way to access the account. They have transferred transactions back from the XXXX to the PayPal Credit, there by compounding the problem. The situation remains as described below only now there are XXXX adjustments in the amount of {$700.00} rather than XXXX purchase and refund, provisional credit and removal of the provisional credit. Please see below for the description of initial complaint filed in XXXX, XXXX. I have reached out directly to the CEO of Synchrony and that let is attached. They once again expect me to pay a bill on an account I can not access, with an incorrect balance. They have eliminated the correct balance on my XXXX XXXX. The Transactions should have looked like this : Purchase XXXX XXXX {$700.00} ( made XX/XX/XXXX ) Refund XXXX XXXX ( {$700.00} ) ( refunded XX/XX/XXXX ) Balance {$0.00} XXXX XXXX PayPal Credit ( {$700.00} ) ( applied XX/XX/XXXX ) Deletion of Provisional Credit {$700.00} Balance {$0.00} On XX/XX/XXXX, I made a purchase from XXXX XXXX XXXX in the amount of {$700.00} for an appliance part. To make the purchase I utilized my Pay Pal XXXX account. The purchase was cancelled on or about XX/XX/XXXX because the part was discontinued. I had difficulty contacting XXXX XXXX XXXX directly and while i received a chat message that the purchase had been canceled and that a refund was forthcoming, out of an abundance of caution I filed a dispute with both Synchrony Bank and PayPal. I received a provisional credit and subsequent a refund from the merchant. During this period, Synchrony converted my PayPal Credit Account to a PayPal XXXX account. During the account migration, I received duplicate credits for the purchase refund on the XXXX XXXX which resulted in a credit balance on the XXXX Account. This overpayment was fixed, however Synchrony Bank failed to make the appropriate adjustment on the PayPal Credit account and is now sending me delinquency notices on the Pay Pal Credit Account. I have no longer have access to the Pay Pal Credit Account as it has been converted to a Pay Pal XXXX. I have contacted Synchrony on multiple occasions and Customer Service has advised me that the delinquency notices and phone calls are automated and that the balance on my XXXX is correct and that I am not delinquent on the account. I was told I would not receive further notices s or phone calls, yet they continue. I have received multiple explanations for representatives and been told to ignore the phone calls and notices. I am concerned this will be reported to the Credit Bureaus and that the error that occurred with the change from PayPal Credit to the XXXX will go uncorrected. I did not request that my account be changed from Payl Pal Credit to the Pay Pal XXXX. Even if I wanted to to check the status of the Pay Pal Credit account or make a payment on that account, I can not because I no longer have access and am redirected to the XXXX. The Transactions should have looked like this : Purchase XXXX XXXX {$700.00} Refund XXXX XXXX ( {$700.00} ) Balance {$0.00} Provisional Credit PayPal Credit ( {$700.00} ) Deletion of Provisional Credit {$700.00} Balance {$0.00} What happened instead is that the transaction were split between the old PayPal Credit Account and the PayPal XXXX XXXX As I stated, I have no access to the PayPal Credit Account. When I log in, I only have access to the 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 explanation