Consumer complaint received 2026-05-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
CFPB Complaint Improper Account Adjustment and Failure to Correct Reimbursement Accounting Synchrony Bank I am refiling this complaint because significant new developments occurred after my original CFPB submission that materially changed the nature of this dispute. The central issue is now straightforward : Synchrony Bank issued me a reimbursement check in the amount of {$330.00} while simultaneously posting a {$330.00} adjustment to my active PayPal Credit Card account ending in XXXX, increasing my account balance by that exact amount instead of reducing it. As a result, although Synchrony acknowledged reimbursement was owed and issued payment externally by check, the same amount remains charged internally against my active account balance. This contradiction is fully documented in the attached exhibits. Background and Timeline : In XX/XX/XXXX, I made a {$160.00} purchase using PayPal Credit issued by Synchrony Bank. The transaction was later disputed, and I filed a billing dispute with Synchrony. Synchrony investigated the matter and issued written correspondence dated XX/XX/XXXX confirming that the dispute had been resolved in my favor and that the charge would be credited. Prior to that determination, two separate payments connected to the same disputed transaction had already been made : {$160.00} paid on XX/XX/XXXX through my active PayPal Credit Card account ending in XXXX {$160.00} paid via XXXX directly to Synchrony collections in connection with a legacy PayPal Credit account ending in XXXX Because the underlying disputed transaction was resolved in my favor, both payments represented overpayments connected to the same matter. The total reimbursement owed to me therefore became {$330.00}. Despite multiple written requests for reimbursement and extensive supporting documentation previously submitted to Synchrony Bank, the matter remained unresolved for months, which led me to file my original CFPB complaint. During the active CFPB investigation, Synchrony then mailed me a reimbursement check in the amount of {$330.00}. However, at essentially the same time, Synchrony posted a {$330.00} adjustment entry to my active account ending in XXXX, which increased my account balance from approximately {$88.00} to {$420.00}. As of this filing, the adjustment remains on the account balance despite the reimbursement check having been issued. There is no ongoing dispute regarding liability, and there is no legitimate outstanding balance owed in the amount of {$330.00}. This now appears to be an unresolved accounting and reconciliation error involving contradictory internal and external reimbursement actions. Attached documentation includes : 1. Original complaint package and correspondence 2. Prior account statement showing balance before the adjustment 3. Screenshot showing the current inflated balance 4. Screenshot of the posted {$330.00} adjustment 5. Copy/photo of the reimbursement check issued by Synchrony 6. CFPB interim response screenshot I respectfully request : Immediate correction of the active account balance Removal/reversal of the improper {$330.00} adjustment Written clarification regarding the purpose of the adjustment entry Confirmation that my account reflects only legitimate charges and balances Confirmation that no negative credit reporting has resulted from this accounting discrepancy I am refiling this complaint because these reimbursement and adjustment events occurred after my original CFPB complaint had already entered the company review stage, and CFPB staff advised me that the proper procedure was to refile the complaint with the updated documentation included.

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