Consumer complaint received 2026-04-22 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:
I am reporting unresolved unauthorized activity involving a PayPal Mastercard issued by Synchrony Bank. The account was taken over, my PayPal Balance was drained, and an unauthorized PayPal Mastercard ending in XXXX was used without my knowledge or activation. I have not been able to log in since the compromise because the account was not secure. I submitted all requested documents, including ID and bank verification. PayPal also sent me a security notice on XX/XX/XXXX stating that my account features were paused due to unusual activity and that they were requesting ID. Despite this, Synchrony claims I did not authorize the information to be used for investigation, which is incorrect. Synchrony previously acknowledged a reversal that was supposed to be returned, but it was never restored. My PayPal Balance is still short, and Synchrony continues to state that the balance is correct even though it does not match the balance before the unauthorized activity. They have not explained the missing funds or provided any documentation of their investigation. I never activated or used the PayPal Mastercard ending in XXXX. Synchrony has not provided proof of activation, card possession, or legitimate use. They have also not provided account access logs, investigation results, or any documentation supporting their decision. Instead, I received a letter stating our position remains the same, without addressing the missing funds or the unauthorized activity. It appears Synchrony closed the account instead of resolving the fraud. Closing the account does not resolve the missing funds, the unauthorized card, or the inaccurate balance. I am requesting that the CFPB require Synchrony to provide a complete investigation record, restore the missing funds, correct the balance, and provide documentation of card activation and account access. I am submitting this followup because Synchronys most recent letter does not address the core issues in my complaint and contains several contradictions. 1. Synchrony states our position remains the same, but they have not restored the missing funds. My PayPal Balance is still short, and the {$10.00} reversal they previously acknowledged has not been returned. Synchrony continues to claim the balance is correct, even though it does not match the balance before the unauthorized activity. 2. Synchrony claims I did not authorize the information to be used for investigation, which is incorrect. I submitted all requested documents, including ID and bank verification. I also received a PayPal security email on XX/XX/XXXX stating my account features were paused due to unusual activity and that PayPal was requesting ID. This directly contradicts Synchronys claim that I refused to provide information. 3. I have not logged into the account since the compromise. I could not log in because the account was not secure. Any activity or authorization during that time was not mine. Synchrony has not addressed this or provided any documentation of secure access. 4. Synchrony continues to treat the PayPal Mastercard ending in XXXX as a valid, authorized account. I never activated or used this card. All activity occurred after the account takeover. Synchrony has not provided any proof of activation, card possession, or legitimate use. 5. Synchrony appears to have closed the account instead of resolving the fraud. This has happened before. Closing the account does not resolve the missing funds, the unauthorized card, or the inaccurate balance. 6. Synchrony has not provided : documentation of their investigation logs of account access proof of card activation proof of authorization any explanation for the missing PayPal Balance any explanation for the missing reversal

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 non-monetary relief