Consumer complaint received 2026-01-29 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: TX

Complaint narrative:
Dear PayPal Dispute Resolution Team, I am writing to formally dispute the handling of my account and request immediate corrective action regarding multiple serious issues. 

1. Unauthorized Credit Card Purchases My account contains credit card charges that I did not authorize or make from XX/XX/XXXX thru XX/XX/XXXX, which were brought to their attention. I requested that the card be canceled. However, these fraudulent transactions were not removed permanently, and a new card was never re-sent. I've called on several occasions to request a resolution, but no resolution was provided. As of today, XXXX XX/XX/XXXX, I'm receiving multiple calls for a balance of {$3600.00} requesting a minimum payment of {$260.00} per month when the company was notified that I was no longer working on XXXX XX/XX/XXXX. Also, the company charges a {$1.00} electronic excessive statement fee monthly when I review statements in the account app. Consequently, I was informed the account would be closed based on the payment agreement ; however, the company has reported the account as having " late payments '' to credit agencies, although the account is closed per their agreement. I believe a clear violation of PayPal 's user agreement and consumer protection standards have and not ethical. I have not received a satisfactory resolution despite reporting these unauthorized charges.

2. Broken Payment Plan Agreement On XX/XX/XXXX, I informed your representative that I am no longer employed. In response, your representative agreed to place my account on a formal payment plan of {$65.00} per month to resolve the disputed balance. I have been acting in good faith based on this agreement. And the account is closed based on the agreement for the payment plan. If this is the case, why is the company still reporting to the credit agencies and bureaus as if the account is active? 

However, PayPal is now demanding payments exceeding the agreed-upon {$65.00} monthly amount, which directly violates the terms we established. This breach is particularly harmful, given my current financial hardship resulting from job loss. Also, they are blocking the credit statements from XXXX through XX/XX/XXXX to provide a reference regarding my concerns.

3. Damaging Credit Bureau Reporting Despite our a
ctive payment plan agreement, PayPal reported the disputed balance 3 times to credit bureaus, severely damaging my credit rating and the opportunity to gain employment. Reporting a debt to credit agencies while the account remains in dispute and under an agreed payment arrangement is unfair and potentially violates the Fair Credit Reporting Act ( FCRA ). 

Please also note that I have not made any purchases on the account since XX/XX/XXXX.

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