Consumer complaint received 2023-02-04
Company: SYNCHRONY FINANCIAL
State: OK
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
As I am unable to amend or add to a prior complaint, please add this to that complaint. Do not delete under the guise of " duplicate complaint ''. 
The following is a message thread between PayPal and myself. They are not investigating the problem thoroughly. They did not correct the problem two years ago and I had to determine different ways to pay them. Since they have deleted and refuse to add my accounts back, I refuse to bend this time. The following are the case numbers from investigations two years ago that were never completely resolved by PayPal. 
XXXX XXXX Both of my bank accounts that have been associated with PayPal for years are not able to be connected. I received a late fee in XXXX if {$41.00} I would like reimbursed. I would also like you to link the following account in order for me to pay my accounts ( both PayPal Credit and PayPal Mastercard ). Routing XXXX XXXX  Account : XXXX. YES, the numbers are correct! I have a payment due in four days and have no way to pay it! I want to set up automatic payments and stop having to mail checks!! It should be possible!!! No, the problem is not with my bank. It is with PayPal. I am starting my Consumer Credit Bureau investigation and will submit it if this is not resolved by the end of the day XXXX XXXX  XXXX Hello, XXXX! Thank you for using PayPal XXXX! My name is XXXX, I'm a Customer Service XXXX. I'll be happy to assist you with your account needs today. 

I am very sorry for any inconvenience that you are facing with the system I understand this could be frustrating but do not worry I will gladly try my best to help. 

In order for me to help you as best possible I will need further information please confirm with me the 4 last digits of the bank account or cards that the system is not allowing you to connect I will gladly check on them and try to connect them on my end if that is ok with you. 

I see the card ending on XXXX XXXX both unconfirmed We can try to confirm them if that is good with you? 

I also see the bank account ending on XXXXand XXXX Disable we can try to reactivate it again if you like.

Please feel free to reply whenever you want and we will respond to you as soon as we can. 

XXXX XXXX - XXXXXXXX XXXX  is good, but I have been told over and over you will not allow me to pay my paypal credit accounts with my debit card. I need the checking account ending in XXXX  activated, so I can make payments. I don't have anything ending in XXXX. 
It will not allow me to connect to my XXXX accounts. I have been paying the mastercard with my XXXX  checking using autopay, but paypal disenrolled me for some reason. I have been paying my paypal credit account with an actual check, but I am going to be out of town for a month and a half and have not received the bill. I will need account linked in order to pay accounts. I do not want my savings account ending in XXXX linked. 
XXXX XXXX  AS XXXX I understand how important is from you to have the correct payment instrument linked to the account for you to proceed with the payments. 

after revising the information about the issue the system is showing me that a block is being generated already, it might be because of numerous reasons like for example recent updates in the account, unusual device used to login, public wi-fi and others, at the moment it would be necessary to wait a timeframe of 48 hours for the system to automatically remove the block and in that way you will be able to add the bank account again.

I apologize for all of the inconveniences that this is causing to you I would love to remove it right away however it would be necessary to wait the 48 hours without any other attempt otherwise the system will restart the 48 hours period. Also for the Payment with PayPal credit and to see if the fee can be reimbursed it would be necessary to reach them at PayPal Credit XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  for them to give you the options for the reimbursement. 


Feel free to respond if you have more questions otherwise please click on End Message to finish the chat session, Thank you much for being a valued customer on PayPal and I wish you a beautiful day! 

XXXX XXXX - XXXX There is absolutely nothing wrong with my accounts. This issue stems from a similar problem where paypal was reporting that payments were not made because of insufficient funds. Absolutely incorrect. XXXX investigated and found there were no requests for funds from PayPal/Synchrony XXXX The request is not leaving your system. Please find the problem on your end and correct it. Please place both accounts on hold until this is done. I have requested that the Consumer Financial Protection Bureau investigate the matter. I will not compromise on my end and leave the problem at PayPal uncorrected. 
XXXX 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 monetary relief