PayPal Cashback Mastercard Frustration

Let me unfold this debacle: I recently called PayPal Cashback Mastercard, which is operated by Synchrony, regarding a refund that was sent last Friday (August 7th) from a purchase I made via PayPal checkout. PayPal marks this refund as “completed,” allegedly en-route to Synchrony for processing. I called PayPal Cashback Mastercard (Synchrony bank) on Tuesday to ask if they could see it on their end. Nothing yet, as processing time may be 3-7 business days.

The customer service agent asked me if I wanted to activate my card. I never had a physical card, as I only use PayPal Cashback Mastercard to make online purchases. I thought, “screw it, might as well get the physical card,” so the customer service representative has now issued me a new card.

This is where shit hits the fan. After the new card was issued, my previous Cashback Mastercard account activity was completely wiped. I can’t see any transactions/purchases I made with the card, and in addition, more than $50 of Cashback points have completely vanished from where they are usually found.

Customer service has tried to be reassuring, saying “everything will be okay,” (literally) but I have yet to see any change on the account.

Has anyone been in a similar situation? Was it resolved? Can I expect the original refund to land on my new Cashback Mastercard account, and get posted to my balance, (which, of course, was the only thing to transfer from the old account to the new account after the new card was issued) and will the cashback be returned to the account?