Consumer complaint received 2024-08-26 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: NJ

Complaint narrative:
I've had several issues with PayPal Credit ( Synchrony Bank ). The first incident was in XXXX, and the second was in XXXX. Despite contacting them multiple times via phone and chat, none of these issues have been resolved. PayPal Credit ( Synchrony Bank ) still haven't credited back two purchases I canceled. The one from XXXX is for {$1400.00}, and the one from XXXX is {$2800.00}. On XX/XX/XXXX, at XXXX XXXX, I received an email from PayPal informing me that {$1400.00} had been debited from my PayPal account due to a duplicate refund issue. This was puzzling because earlier that day, PayPal Credit had already taken care of the duplicate refund matter, and my PayPal Credit balance showed the correct amount. Yet, I noticed that my PayPal account was short by {$1400.00}. Attached is the email from PayPal that verifies the {$1400.00} deduction from my account. XX/XX/XXXX - XXXX {$1400.00} USD return completed XX/XX/XXXX - XXXX {$1400.00} USD return completed XX/XX/XXXX morning - one charge of {$1400.00} USD added back to PayPal Credit XX/XX/XXXX night - PayPal debited {$1400.00} USD from my PayPal account, according to attached email. The morning of XX/XX/XXXX, I noticed my balance went down. The balance on my PayPal account was {$5800.00}, and after the PayPal account was debited was {$4400.00}. Despite waiting several months, the debit still hasn't shown up in my transaction history, yet the funds have definitely been taken out. Several discrepancies in PayPal Credit ( Synchrony Bank ) account. On XX/XX/XXXX, I made a purchase on XXXX for {$2800.00} using my PayPal Credit account and then cancelled the XXXX  with XXXX on the same day. This XXXX  was processed with the PayPal Credits deferred payment XXXX  ; No interest if paid in 6 months. The reference number for this XXXX  is XXXX. The following day, on XX/XX/XXXX, I repurchased the same item for the XXXX  amount of {$2800.00} on XXXX. However, this XXXX I opted for PayPal Credits easy payments method, 24 easy payments. The reference number for this second XXXX  is XXXX. As a result, my PayPal Credit account showed two XXXX  for the same amount. ( refer to image 1 ) XXXX processed my cancellaCon request for the {$2800.00} " No interest if paid in 6 months '' purchase XXXX and iniCated the refund on the same day I cancelled it ( refer to image 2 ). However, PayPal Credit did not issue the refund. I've aYempted to sort this out with PayPal Credit on several occasions : - In XX/XX/XXXX, I reached out to PayPal Credit 's customer service to have the {$2800.00} " No interest if paid in 6 months '' cancelled XXXX purchase XXXX removed from my account. They assured me the balance would be adjusted, but no XXXX  was taken. ( refer to image XXXX ) - XX/XX/XXXX, I called again and was informed that the adjustment would reflect in 90 days, yet nothing changed. - XX/XX/XXXX, a`er no updates were made, I contacted PayPal Credit XXXX XXXX XXXX. They promised the XXXX  would be made within 48-72 hours, but again failed to deliver. ( refer to image 4 ) - XX/XX/XXXX, I used their chat service to address the issue again, only to be met with more empty promises. ( refer to image 5 ) - XX/XX/XXXX, a`er another phone call where they XXXX  to resolving the issuea call I recorded for proofI am XXXX XXXX for them to adjust the balance as promised. Following my last conversaCon with PayPal Credit on XX/XX/XXXX, they made addiConal errors : - PayPal Credit has now removed the {$2800.00} charge for the " No interest if paid in 6 months '' purchase XXXX. However, there's been a mistake. Since I've been making consistent monthly payments since the iniCal purchase date on XX/XX/XXXX, by the XXXX they removed the charge in XXXX XXXX, the balance had decreased to {$2700.00}. ( refer to image 6 ). Unfortunately, they failed to apply the {$170.00} I had already paid towards this purchase to the remaining balance on my other purchases. This amount should have been reallocated but wasn't. - Since I make all my monthly payments on XXXX, by XX/XX/XXXX, the balance on my {$2800.00} 24 easy payments purchase XXXX was already down to {$2300.00}, with 19 payments remaining ( refer to image 7 ). However, PayPay Credit mistakenly increased the balance to {$2500.00} and also increased the number of remaining payments to 22. This is completely incorrect and needs to be fixed ( refer to Image 8 ). - Also, the total balance on my PayPal Credit account is completely off. It currently shows {$6000.00}, but only displays two purchases : one for {$1100.00} and another for {$2500.00}. When added together, these should total {$3700.00}, not {$6000.00}. All the errors I listed need to be corrected. ( refer to Image 9 ). I would greatly appreciate your assistance in resolving the issues with my PayPal Credit account. Thank you.

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