Consumer complaint received 2020-10-07
Company: SYNCHRONY FINANCIAL
State: NC
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:
Paypal Synchrony PAYPAL CREDIT/SYNCB XXXX XXXX XXXX XXXX, FL XXXX 1. Your response to my previous complaint CFPB XXXX XXXX Your payment in the amount of {$320.00} was posted to your account on XX/XX/2020, and applied in accordance with our standard procedure using the method that was disclosed in the terms and conditions that govern your account. Your payment, however, was reallocated on XX/XX/2020. The promotions set to expire on XX/XX/2020 ; XX/XX/2020 ; XX/XX/2020 ; XX/XX/2020, and XX/XX/2020, has been paid in full ; therefore, any deferred interest charges accrued are waived. 

No, not only the entire {$320.00} were allocated to promotional charges, but extra funds were taken out of the Easy-Payments balance and added to promotional charges making the Easy-Payment reset which added a 1extra month to it, which I did not ask. If a purchase in the amount of {$1100.00} was made on XX/XX/2020, with a contractual agreement of {$40.00} monthly payments for 36 months, how come on XX/XX/XXXX the remaining balance was {$1200.00} with remaining 37 months? It simply does not make sense. I had to call PayPal yet again to correct the issue. 

2. Your response : If, in the future, you wish to provide special instructions for allocation of payment, please contact customer service directly concerning this allocation. Please read my complaints or my file. I believe your company keeps or should keep the logs or files for each call. Every month I call PayPal and ask to allocate funds between promotional and Easy-Payments balances. Never happened as requested. If you dont have the logs, I can provide it for you because I log each call to PayPal. 

3. Your response : I attempted to call you on XX/XX/2020, in order to discuss your account ; however, I was unable to contact you and left a message on your voicemail. I can be reached at the phone number provided in my profile ( it is visible from my side of the profile. I hope you can see my profile from your end ). There is no VM left on my phone from PayPal. Please indicate the date and time the call was made.

4. Your response : We will use each payment in the amount of the minimum payment due or less, first to pay billed monthly plan payments on any Easy Payments Purchases, then billed interest, then billed fees, then the principal balance, and then any other amounts due. Please follow your own policy! Easy-Payment is {$40.0
0} meaning that only {$40.00} should be allocated to Easy-Payments monthly unless requested otherwise. The remaining should be allocated to promotional charges ( there are no standard charges, no interest, or fees ). There are only two balances : easy-payment and promotional charges. 

5. On XX/XX/2020, at XXXX XXXX  EST, I called PayPal Credit SYNC BANK and spoke with agent ID XXXX. He corrected both balances as it should be. He fixed the Easy-Payment to the correct amount of {$1000.00} from {$1200.00} and added back the promotional charges as it should be.

6. On XX/XX/2020, at XXXX XXXX   EST, I made a payment in the amount of {$390.00} asking to allocate funds as per PAYPAL SYNC own policy : {$40.00} to Easy-Payment ( as per contract ) and the rest of the find to cover promotional charges ( $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX {$81.00} ). There are no other charges on the account. As of today, XX/XX/2020, all funds are allocated to Easy-Payment. 
Please re-allocate funds as requested on XX/XX/2020. I am following my part of the contract. Please follow your part of the contract.

This never happened with PayPal before its integration with SYNC BANK.

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