Consumer complaint received 2022-02-03
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I have had Paypal Credit with no issue since I got approved. In XX/XX/2021, I owed around XXXX and decided to pay off the balance as I wanted to bring down balances on my cards to improve my score and UTI %. Around this time as well, I joined my employers credit union, XXXX, and had them draw up official bank checks to be mailed for XXXX cards I had with balances, XXXX of which were also Synchony Bank store cards and Paypal Credit. These checks were mailed on XX/XX/XXXX. 

I checked my accounts the following week, with all of them showing received including Paypal Credit, and was given no warning that there was any issue. I even received a email on XX/XX/XXXX that my payment was received and credited. It was until the end of XXXX when my statement came with notice that I was delinquent and had to pay XXXX XXXX that all my deferred plans were ending, and my credit limit was slashed from XXXX to XXXX. I immediately reached out to them on the XXXX, only to discover poor customer service that would not answer any questions because they did not know the reason they rejected my payment, and I would receive a letter. I never received any letter stating any reason they rejected an official check. The only feedback was it could have been an incorrect account number, but that made no sense since it was credited and then reversed. I also contacted the bank on this, and was told there was never an issue with the check. The other XXXX checks from my credit union for the other XXXX Synchrony store cards, along with the others, were received and credited with no issue. 

So I had no choice but to then add my new banking information to Paypal Credit via a completely different system to manage banking/payment system, where you sign in to your actual bank and add it that way. I then maid the payment to bring my account back in order, hoping to bring my account current. However, on XX/XX/XXXX, I received notice that the payment was once again rejected from Paypal Credit with a letter stating no direct reason, only that " Payments could be returned for a variety of reasons such as invalid banking information, incorrect or closed accounts, or the amount available in funds. '' None of these reasons are valid since I did not manually enter any information, they took the information from sign on thru the bank, and I have over XXXX $ in the bank. No fees or occurrence happened in my bank account, so they never processed anything against it. My only chance was to send yet another payment thru my old bank that luckily was still on the profile, which they accepted. When I contacted them again because I was also told that my new bank was removed and could not re-add it due to a system error that was showing up, I was again told they didn't know the reason it was returned, and that I had to contact some XXXX party company I assume was related to the banking sign on management. In my opinion, that is not my issue it is their system and not my responsibility to find out. 

And now, all thru this, is the reason for the complaint that I believe due to some unknown reason on their end, in rejecting my XXXX payment on no fault of mine they balance chased me in XXXX and then I just learned closed my account with no notice. Miraculously though, at the writing of this, I was able to re-add the account and make a payment without the error. I will monitor it for the sole reason to do what I intended to do in XXXX, to pay the balance.

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