Consumer complaint received 2019-04-09
Company: SYNCHRONY FINANCIAL
State: MI
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
Paypals XX/XX/XXXX response to my CFPB complaint # XXXX- XXXX is completely untrue and a deliberate and calculating attempt to misform me, the public and the CFPB. Additionally, Paypal has chosen to ignore my complaint concerning the issue of me being blocked from making a payment. The following is proof of Paypals false responses : Here is a list of my original complaint with PayPals responses to each : Paypal solicited me for their Paypal credit. I applied & was approved for a {$3500.00} line of credit in XXXX XXXX. I used this line of credit once for {$29.00} and with XXXX for {$280.00}. However, every time I attempted to use my line of credit I was either denied or informed by Paypal  that the merchant did not accept Paypal credit for my transaction, This was false information as the merchants all accepted paypal credit at the time. 
PayPals response : you stated you were only able to complete two purchases using your PayPal Credit account. As a courtesy, please find enclosed a debt validation letter listing all the purchases, credits, and payments on your account. This information confirms you were able to complete thirty one purchases. 
PayPals Lie : Paypal is correct that 31 transactions were evidently completed.What Paypal deliberately ignored is the fact i was denied 103 times on those same 31 completed transactions. Here is the routine ; I would be denied, I would contact Paypal and ask why Paypal would provide an Automated response which does NOT answer my question I would have to reply to PayPals   XXXX response Paypal would provide another evasive response stating the Merchant does NOT accept PayPal credit. Heres one of those responses ; We're sorry to hear that you're having difficulty with any of your transactions. At this time we have no record of any failed purchase attempts on your PayPal Credit account, so we consulted with PayPal and confirmed that PayPal declined your most recent attempts before they were even sent to PayPal Credit for approval.

To clarify, there is nothing wrong with your account. Going forward, please keep in mind that PayPal Credit may not be offered for every PayPal transaction. Not every online merchant accepts PayPal Credit, and PayPal reserves the right to restrict your ability to use your credit line depending on the circumstances of each transaction. It's simply that at this time, the system is not allowing your transaction to go through using your PayPal Credit account. 

I would respond again and informed PayPal the Merchant DOES accept Paypal credit Paypals next response would be the following ... 
" Dear XXXX XXXX, My name is XXXX with PayPal Credit Customer Solutions and I'd be happy to help you with resolving your inquiry. I apologize if the auto-response did not properly address your concerns. Please pardon our delayed response. 
We're sorry to hear that you're having difficulty with any of your transactions. At this time we have no record of any failed purchase attempts on your PayPal Credit account, so we consulted with PayPal and confirmed that PayPal declined your most recent attempts before they were even sent to PayPal Credit for approval.

To clarify, there is nothing wrong with your account. Going forward, please keep in mind that PayPal Credit may not be offered for every PayPal transaction. Not every online merchant accepts PayPal Credit, and PayPal reserves the right to restrict your ability to use your credit line depending on the circumstances of each transaction. It's simply that at this time, the system is not allowing your transaction to go through using your PayPal Credit account. 
We may be able to help you complete your purchase, or provide you with some tips on how to avoid a similar issue in the future, but we are unable to address these types of declines by email. For additional assistance, please call us at XXXX-XXXX-XXXX Monday through Friday from XXXX XXXX to XXXX XXXX ET, and weekends from XXXX XXXX to XXXX XXXX ET. 
Thanks for being a PayPal Credit customer. 
Sincerely, XXXX '' ***Now heres almost the identical response from another Paypal Rep. XXXX `` My name is XXXX , I'm a Customer Service agent with PayPal Credit , and I have received your most recent email inquiry regarding your account. I appreciate your time, and will attempt to help you in any way I can. 
We're sorry to hear that you're having difficulty with any of your transactions. At this time we have no record of any failed purchase attempts on your PayPal Credit account, so we consulted with PayPal and confirmed that PayPal declined your most recent attempts before they were even sent to PayPal Credit for approval. Please note that a canceled or declined transaction may still appear as pending within your PayPal history even if PayPal declines to submit it to your PayPal Credit account for billing. 
To clarify, there is nothing wrong with your account. It's simply that at this time, the system is not allowing your transaction to go through using your PayPal Credit account. PayPal does reserve the right, as indicated in our User Agreement, to limit the funding source for any individual payment. This is listed under section 3.4 of our Payments Policy. We realize that this can be a frustrating experience, but the security and integrity of our system is important to our company and to our customers. Unfortunately, this leads to a small number of transactions being denied '' I would be forced to contact support who also would provide false information to me. I would wait a few days initiate the same purchase and sometimes they would process. ( between XX/XX/XXXX & XX/XX/XXXX, I had to send Paypal Support over 34 emails. The time that took alone has caused me monetary damages, stress, anxiety ect ... 
Finally Paypal would admit my line of credit use was restricted but refused to tell me why. To clarify, there is nothing wrong with your account. It's simply that at this time, the system is not allowing your transaction to go through using your PayPal Credit account. PayPal does reserve the right, as indicated in our User Agreement, to limit the funding source for any individual payment. I also requested my complete dossier Paypal has created for me and Paypal STILL refuses to provide that. It wasnt even addressed in their response.
In Summary Paypal has restricted my use of the line of credit and refuses to inform me why. XXXX I linked a checking account and made a payment. However, since XXXX I have been unable to link that same checking account therefore unable to make a payment. Paypal provided me other options but those also will not process for me. PayPals RESPONSE : Nothing! Paypal did n
ot address this issue, which is the reason no payments have been made.

It seems Paypal has now restricted me from all online options to make a payment but refuse to inform me why, I have emailed support at least 6 times about this and they do not respond. Paypal has breached our contract in so many ways and I have since filed a lawsuit in the XXXX district court XXXX Mi XXXX. 
PAYPAL RESPONSE : Again Paypal NEVER addressed this issue In the meantime my account payment is late but I have no options to pay and Paypal refuses to answer any of my questions. This is literally insane! All Paypal is interested in is giving the appearance of complying with CFPBs regulations. Here is another email I sent Paypal.
" Not even close to answering my questions. So I will ask it again.

here is the question : Attempted to use a Paypal promo to purchase from XXXX XXXX XXXX, Paypal requested a security review 3 times by sending text message codes. I successfully answered all and paypal confirmed my identity with the following. " Identity confirmed '' So if Payp has confirmed my identity numerous times and also confirmed my Identity previous days in numerous different ways, one being answering security questions. Why am I not allowed to use, my PayPal line of credit? 
documentId : Screen Shot XXXX at XXXX XXXX, Screen Shot XXXX at XXXX XXXX, Screen Shot XXXX at XXXX XXXX, Screen Shot XXXX at 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 explanation