Consumer complaint received 2026-04-12 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:
I am filing this complaint regarding Synchrony Banks handling of XXXX disputed charges on my PayPal Credit account. I previously initiated disputes through PayPal for both transactions and followed all instructions provided to me, including being directed to wait for further guidance before completing the return process. I will be explaining for XXXXXX/XX/XXXX as well as the transcaction for XX/XX/XXXX gallerie, XXXX merchants to which items have been returned to the merchant and my financial instution/paypal has failed to provide a refund. XX/XX/XXXX transaction to be addressed will for XXXXXX/XX/XXXXXXXX. I initially experienced delays in receiving return labels from XXXXXX/XX/XXXX After escalation and initiating a dispute, return labels were eventually provided by the merchant. I returned both items using those merchant-issued labels : XXXX item ( rug ) was confirmed delivered back to the merchant. TheXX/XX/XXXX item was shipped using a merchant-provided label but was seems stuck or lost in transit. Despite proof of return and shipment under merchant-issued instructions, I have not received full or consistent refund resolution. Proof of delivery and return will be added below as well as documents are mailed to credit card in detail as instructed. XXXX. XXXX XXXX issue WithXX/XX/XXXX, I experienced repeated changes in return instructions, including an initial partial discount offer which I declined. The merchant later stated they would replace items, then requested cancellation of my dispute in order to proceed. Communication became inconsistent. I ultimately returned all items using merchant-provided return instructions/labels. During the dispute process I was given misguided instructions from paypal representatives telling me to wait for proper labels at XXXX point and then telling me they can not force merchant to send return labels. They also stated that the merchant had provided me labels but paypal also advised me NOT TO communicate outside of paypal making their instructions confusing and difficult to return. Despite this, I continue to be billed and charged interest even though I explained this to synchrony and they stated they would reopen the case. As of yet the case has not been reopened an charge on my credit card is still there causing me financial distress. I have not received clear resolution. XXXX. PayPal dispute handling and conflicting instructions PayPal has provided inconsistent guidance during the dispute process. I previously filed a complaint through the Consumer Financial Protection Bureau regarding PayPals handling of these disputes. During the process, I also opened a dispute with my credit issuer ( Synchrony Bank ). PayPal has stated that because a dispute was opened with my credit issuer, they are no longer able to take action and the matter is outside of their control. However, no final resolution has been reached through either PayPal or Synchrony Bank. Additionally, I received conflicting instructions during the dispute process, including : At times being told I had not completed required return actions At other times being told the merchant could not be compelled to provide return labels Later being told the dispute could not proceed due to the credit issuer chargeback process I followed all instructions provided and used merchant-provided return labels to return the items. XXXX. Conflicting return communication and platform guidance PayPal instructs users to conduct dispute communication and documentation through its platform for protection. However, the merchants provided return labels and instructions directly outside of PayPal, which I followed in order to return the items to the specified return addresses. These merchant-provided labels were the only method provided to complete the returns, and I used them exactly as instructed by the merchants. XXXX. Billing inconsistencies and re-charging During the dispute process, charges were temporarily reversed and later re-applied, resulting in continued billing for returned merchandise. At XXXX point, my account reflected a resolved or credited balance, but charges were later reinstated, and I am now being billed again for the same transactions. Because of repeated adjustments, my balance has become unclear, and I may now be accruing interest or additional charges on amounts related to merchandise that has already been returned and has not been fully resolved. I also noticed the exact amount was later added back onto my current balance. XXXX. Overall issue Despite returning all merchandise using merchant-provided return labels and following all instructions provided by merchants and payment processors, I continue to be billed. There has been inconsistent communication and coordination between the merchants, PayPal, and my credit issuer ( Synchrony Bank ), resulting in no final resolution. XXXX. Prior CFPB complaint and unresolved outcome I previously filed a complaint through the Consumer Financial Protection Bureau regarding these transactions. During the dispute process, responsibility was shifted between PayPal and my credit issuer after a chargeback was opened. As a result, the previous CFPB case was closed without a final resolution. However, the underlying issue remains unresolved, and I continue to be billed for returned merchandise. Tracking for all XX/XX/XXXX items are attached below.XX/XX/XXXX return is for XXXX XXXX returned to merchant on XX/XX/year> and recieved by XXXX XXXX Other XXXX labels are for XXXXXX/XX/XXXX. I have a XXXX page document being sent to Synchrony and paypal also has all the documentation and more but has failed to send or communicate with Paypal Synchrony credit card regarding this information. Synchrony bank states they do not communicate with paypal regarding information and documentation provided by the customer, even though my synchrony bank app and paypal app are XXXX and all information was sent to that app.

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 monetary relief