Consumer complaint received 2024-04-23 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: SYNCHRONY FINANCIAL
State: OK

Complaint narrative:
This is an update to a complaint i filed against PayPal on XX/XX/2024. 

*Today, Paypal pulled a {$50.00} payment off my credit card from a fraudulently setup " Pay in 4 '' plan that the hackers set up in my paypal account. When we noticed the hack on XX/XX/2024, i reported this, and paypal continues to deny it is fraud. I told them multiple times this payment plan was fraud and they've done nothing to protect us. We immediately reported this as fraud again to the credit card company this morning. 


( Complaint sent XX/XX/2024 ) I received an email on XX/XX/XXXX that a new PayPal account had been created in my name. One minute later, I received an email saying the email address In my account had been changed. Two minutes later, I closed out my account and received email verification. I thought we were safe. We took no other action at that time due to having received that email from PayPal that stated our account was closed. On XX/XX/XXXX, we had two ACH transactions pulled from our checking account in the amounts of {$1100.00} and {$50.00} from PayPal. They also set up a " Pay in 4 '' on my Paypal, where {$50.00} comes out of my account every two weeks. I immediately alerted the bank for fraud and called PayPal. PayPal went in and changed the login and gave me back access to the account and alerted it for fraud. The scammer took out a Paypal credit card in my name ( on XX/XX/XXXX, after i had closed my account ), and had been running up charges. I called PayPal credit on XX/XX/XXXX and reported the fraud card taken out in my name and they stopped the account and are allegedly reviewing it. Paypal refunded me for partial charges and the bank refunded me as well. However, Paypal is now saying all the remaining charges ( {$2600.00} worth left on the PayPal credit card in my name ), are consistent with my transaction history and are not fraud! I've called every day and spoken with multiple supervisors to escalate this case. The scammer was using my personal mailing address and shipping items to a warehouse in Florida, as well as multiple random people picking up these items from the XXXX in XXXX  XXXX, XXXX All shipping tracking numbers clearly show i never received these or picked them. This is clearly a well organized crime ring, and all three supervisors i've spoken with at PayPal have said this. XXXX, XXXX, and XXXX. However, when they escalate this to the " back office '' team, who will not take any calls or emails, keeps repeatedly denying it. I filed a claim with PayPal on XX/XX/2024, again on XX/XX/XXXX, again on XX/XX/XXXX, and again today, XX/XX/XXXX. On Saturday, XX/XX/XXXX, i spoke with a supervisor named XXXX who stated on our recorded call, that she could see the high level fraud scam. She sent me a link in my paypal messages to upload documents. At that time i uploaded the email verifications stating the account was closed on XX/XX/XXXX, as well as our FBI and FTC report we filed, as well as police report and bank letter showing the bank classified it as fraud. Paypal continues to give us the run around and denying the case. They give very vague information, but one issue they state is that it seems the transactions all came from our IP address. Clearly, our XXXX address was spoofed, and the supervisor, XXXX, could see this as well. We desperately need help and are very close to filing a lawsuit in this case.

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