Consumer complaint received 2026-05-06 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: AZ

Complaint narrative:
XX/XX/XXXX Re : Issue Summary Synchrony Bank/PayPal Credit converted a temporary authorization hold into an actual charge, creating a duplicate {$470.00} charge for order # XXXX. Despite merchant confirmation, proof of refund, and XXXX disputes, the creditor has refused to remove this erroneous charge and has threatened account closure. Dear CFPB, XXXX XX/XX/XXXX, I made a purchase ( 4 tires and installation ) from XXXX for {$470.00}. XXXX processed both a charge AND an authorization hold for the same amount ( {$470.00} each ). XXXX immediately refunded - in multiple increments- totaling {$470.00} on the same day. The Problem : PayPal Credit appears to have converted the temporary authorization hold into a second actual charge, resulting in two separate {$470.00} charges for a single purchase. Second charge was moved to Special financing. Evidence of Single Transaction : - XXXX XXXX confirmed on XX/XX/XXXX ( via email to XXXX ) that only ONE charge of {$470.00} was valid - XXXX stated : " We show that on XX/XX/XXXX, we only billed you in the amount of {$470.00} '' ... '' We do show that the authorization hold was processed on XX/XX/XXXX. This is just a temporary hold that is placed on your account when the order is placed. '' - XXXX refunded {$470.00} in increments on XX/XX/XXXX - XXXX never received the merchandise and service ( 4 tires ) from this order- I went to XXXX XXXX XXXX XXXX XXXX twice to make sure and they have no record and no tires were received My Payment History I have paid ALL legitimate purchases in full : - Total legitimate purchases ( XX/XX/XXXX - XX/XX/XXXX ) : {$2000.00} - Total payments made : {$2000.00} - Other credits/returns received : {$78.00} - The ONLY remaining balance on my XX/XX/XXXX statement is the disputed {$470.00} Dispute History : XXXX. * * XX/XX/XXXX : * * Called PayPal numerous times alerting about releasing authorized hold. XXXX. * * XX/XX/XXXX : * * First Disputed as " double charge '' - PayPal credited account with {$470.00} XXXX. * * XX/XX/XXXX : * * I had to buy tires elsewhere on XX/XX/XXXX XXXX XXXX charge of {$680.00} proves I needed tires and had to go get them from another vendor XXXX. * * XX/XX/XXXX : * * PayPal reversed the credit and RE-CHARGED me {$470.00}, claiming the dispute was invalid XXXX. * * Throughout : * * Sent certified mail and faxes with documentation showing this was an authorization hold error XXXX. * * XX/XX/XXXX * * I asked the PayPal Credit/Synchrony Dispute Representative to read me notes of my XX/XX/XXXX calls. He confirmed that XX/XX/XXXX I called asking why the hold of {$470.00} still hasnt been released. He still would not make the correction! Current Status : - Current balance : {$470.00} ( ONLY the disputed amount ) - All other legitimate purchases : PAID IN FULL - Dispute representative threatened to close my account - Account in good standing aside from this disputed charge What I'm Requesting 1. * * Immediate removal * * of the {$470.00} duplicate charge from my account 2. * * Correction * * of my account to show {$0.00} balance ( as all legitimate purchases are paid ) 3. * * Removal * * of any negative reporting to credit bureaus related to this disputed amount 4. * * Written confirmation * * that this was an error and has been corrected 5. * * Assurance * * that will not be re-charge in the future Supporting Documentation Attached : - PayPal Credit statements ( XX/XX/XXXX - XX/XX/XXXX ) - Email from XXXX XXXX ( XX/XX/XXXX ) confirming single charge - Screenshot of charge history showing refund increments from XXXX app - Screenshot of canceled order from XXXX app - Certified mail receipts to Synchrony Bank - Fax to Synchrony - Dispute correspondence Impact This billing error has caused me significant stress, time, and effort over five months. I have maintained an excellent payment history on all legitimate charges, yet I am being penalized for the creditor 's failure to properly process an authorization hold. I request CFPB intervention to resolve this matter and ensure Synchrony Bank properly investigates and corrects this clear billing error. Thank you for your time.

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