Consumer complaint received 2020-02-19
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Received email notice from PayPal of PayPal statement ready online on/around XXXX XXXX. This payment is due XX/XX/XXXX. On Sat. XXXX went to my account to make the payment. The screen forwarded to the Synchrony Financial screen which stated that they were not able to access my account-try again later. Sun. XXXX I attempted the same transaction-same result. Mon. XXXX, XXXX I attempted the same transaction-with the same result. I called the phone number provided on XXXX for any problems related to this account. They answered the call as " Synchrony Financial ''. A representative offered to take my payment over the telephone. I declined due to apprehensive security reasons. Tues. XXXX I attempted to make the payment on PayPal again , this time getting a message that they were experiencing technical difficulties. I again called Synchrony Financial and a recording said that I could only make a payment with my checking account at this number. I attempted to do this on their computer automated system. It could not handle the entire routing code and checking account number. I was forwarded to a human who said she could take the information for me and that it would be a free way to make the payment. Gave her the information to my checking acct and gave her the full balance amount. Told her I wanted to pay the balance in full. Done. Then I told her that I wanted to close this account. She asked why. I gave her reasons such as not being notified that I would no longer be dealing with PayPal for this particular account. I was not given a notice that my financial personal info was transferred to Synchrony, with my personal info now out there again to another company. I was not happy that they left me unable to make a payment online for 4 days without any notice that they were experiencing problems. Who knows how long this has been going on? I was not happy to give checking account information to someone I don't know Their processing only checking account information seemed a red flag, but I did it anyway, to be done with them, I think? At around XXXX the representative confirmed the payment would be made today and that they would close the account today and send me a letter. I checked my PayPal tonight XXXX and the payment has not been made. Their lack of 24hr online services or security to service accounts is a huge problem. Their failure to notify consumers properly that all financial transactions associated with credit accounts at XXXX are no longer serviceable by Paypal is fraud. I have their financial service notice for " How PayPal Credit Works '' explaining " special financing basics ''. It is written like PayPal does the servicing calling this " the PayPal Credit account '', but the telephone number they list is actually Synchrony. According to PayPal rep I spoke to today, they no longer take calls about or service the credit account. XXXX, XXXX Paypal sold all of its credit accounts to Synchrony per my research on the internet ( articles ).

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