Consumer complaint received 2026-04-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: SYNCHRONY FINANCIAL
State: IN

Complaint narrative:
I am escalating my existing complaint regarding my PayPal Credit/Synchrony account XXXX in XXXX. On XX/XX/year>, Synchrony mailed me a letter stating : We have referred your inquiry to another department. For the status of your inquiry please contact us at the number listed on your statement. This letter did not address any of the issues raised in my complaint, did not provide a written resolution, and did not respond to the documentation I previously submitted through the CFPB portal. This is a nonsubstantive placeholder letter, not a response to the dispute. Synchrony is attempting to redirect me to a phone number instead of providing the written, documented resolution required under federal law and CFPB complaint procedures. I am requesting that the CFPB require Synchrony to : 1. Provide a complete written response addressing each point of my complaint 2. Acknowledge and correct the contradictions in their prior statements 3. Confirm receipt and review of the documents I submitted through the CFPB portal 4. Stop redirecting me to phonebased channels that do not provide documentation 5. Provide a clear, final determination in writing 6. Address the ongoing security and collateraldamage concerns, because the bank has not confirmed that my account is secure Synchrony has acknowledged prior unauthorized access and account compromise, and I have repeatedly stated that I can not safely log in or use phonebased channels until the account is confirmed secure in writing. Because the bank has not provided written confirmation that the account is secured, any instruction to log in, call, or use unsecured channels is unsafe and unreasonable. I am using the CFPB portal exclusively for safety, documentation, and accuracy. PayPal sent me a limitation notice on XX/XX/XXXX stating that my account features were paused due to unusual activity. Because the account was compromised and funds were removed without authorization, I can not safely log in to the PayPal account at this time. Under Regulation Z, the consumer is not required to access or interact with a compromised account in order for the issuer to investigate unauthorized use. My obligation is to report the unauthorized activity, which I have done. Synchrony Bank is responsible for conducting a complete investigation and providing documentation, regardless of whether I log in to a compromised PayPal interface. I am not refusing to cooperate. I am avoiding actions that could expose me to further fraud or overwrite important security logs. I will access the account only after it is secured and the missing funds are restored. I am requesting that Synchrony proceed with the investigation and provide the documentation required under Regulation Z without requiring me to log in to an unsafe account.

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