Consumer complaint received 2025-03-13 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:
XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX To Whom It May Concern, I am writing to address a longstanding issue I have been attempting to resolve between PayPal and Synchrony Bank over the past year. The situation involves a purchase I made using PayPal Credit and subsequent return and dispute issues that have yet to be fully resolved. Below is a detailed account of the events leading to this point. 

Transaction and Return Details : Purchase : I purchased a TV from Walmart on XX/XX/XXXX using PayPal. The Transaction ID is XXXX, and the Order # is XXXX. 
Issue : The TV arrived damaged, so I returned it to a Walmart store near me on XX/XX/XXXX. 
Refund : The refund processed was {$430.00}. In addition, Walmart issued credits of {$21.00} and {$1.00} for the inconvenience. 

Dispute and Follow-up : Despite returning the product and receiving a refund, on XX/XX/XXXX, I noticed a charge of {$400.00} on my PayPal Credit account . I immediately disputed the charge, and a series of events ensued as follows : XXXX. XX/XX/XXXX : I filed a dispute for the {$400.00} charge, believing it to be a mistake. 
XXXX. XX/XX/XXXX : I was advised to wait 60 days before following up. 
XXXX. XX/XX/XXXX : I called back to check the status. I was told by a representative that I should wait another 60 days and not make any payments in the meantime. 
XXXX. XX/XX/XXXX : I spoke with multiple representatives, including XXXX, XXXX, and XXXX in the Investigations department, who all provided conflicting information. Ultimately, I was advised again to wait another 60 days without making payments. 
XXXX. XX/XX/XXXX : I was told once again to file another dispute. I requested to speak with a manager and opened a new dispute. 
XXXX. XX/XX/XXXX : I opened a case ( Case # XXXX ) with Walmart, and continued to follow up with PayPal and Synchrony. 

Key Conversations and Resolution Attempts : XX/XX/XXXX : I spoke with a representative named XXXX, who acknowledged the error and explained that PayPal was not seeing the temporary credit. He said the issue could be resolved by sending the transaction back behind the scenes, resulting in a XXXX balance. He completed the necessary paperwork to correct this issue. 
XX/XX/XXXX : I called to check on the status and was told to continue waiting. 
XX/XX/XXXX : I spoke to a representative named XXXX, who informed me that the matter had been sent to PayPals back office on XX/XX/XXXX, but the process could take up to 90 days. 
XX/XX/XXXX : I encountered system issues when attempting to follow up. 
XX/XX/XXXX : I spoke with Synchrony supervisor XXXX ( ID # XXXX ). She coordinated a 3-way call with PayPal, where XXXX opened ticket XXXX and the dispute case XXXX. I was once again told to wait 3-5 more days for resolution. 
XX/XX/XXXX : I contacted PayPal regarding a late fee, but the representative was unable to resolve the issue. Another dispute was opened, and I was emailed the relevant documents. 
XX/XX/XXXX : I made a payment of {$41.00} via XXXX XXXX. During a follow-up call with PayPal, I was told the transaction was closed on XX/XX/XXXX, but the issue remained unresolved. 
XX/XX/XXXX ( continued ) : I spoke with multiple representatives, including XXXX and XXXX, who transferred me to XXXX ( Account Manager, ID # XXXX ). Despite repeated requests, I was unable to receive direct contact information for escalation. I was told a full audit would be done within 7-10 days, and the dispute would be investigated further. 

Latest Developments : XX/XX/XXXX : I was informed that the dispute would not be credited, leaving the matter unresolved. 

Summary of Issues : The dispute has been ongoing for over a year, with repeated promises of resolution, but no final action has been taken.

Despite returning the TV and receiving a refund, I am still being charged and dealing with incorrect billing.

I have faced confusion, conflicting information, and delays at every stage of the dispute process. 
I have been advised multiple times to wait without clear timelines or assurances that the matter will be resolved. 
There is also an ongoing issue with late fees, despite being told to make no payments during the dispute process. 

Request for Resolution : At this point, I am requesting the following : 1. A full audit of my PayPal Credit account to clarify all charges, payments, and fees related to this dispute. 
2. A formal response regarding the status of my dispute, including confirmation that the balance should be XXXX due to the refunded TV and additional credits. 
3. The immediate removal of any late fees, as I have been told on several occasions not to make payments during the dispute process.

4. A clear timeline for resolution, with direct contact information for an account manager who can provide updates and ensure the matter is closed as soon as possible. 
I look forward to your prompt attention to this matter and a final resolution. 
Thank you for your time and assistance. 
Sincerely,

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