Consumer complaint received 2019-11-28
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
[ The Operator had closed my account without warning ] I had received my Paypal credit card in the mail, but left it in the envelope along side with some other mail and have not not activate the Paypal credit card yet. After a while the whole envelope with the Paypal credit card inside, had gotten lost somewhere In my house. After searching for it, I assumed it could have been swept up and thrown away unintentionally. I wasn't too worried about it because I haven't activated it at all and thought I could just call Paypal and send in another one. I called Paypal later on and requested a new Paypal credit card. The customer service was great, they understood what happened and they were happy to send me an operator to my line to get me a new card. However, the operator ( which I believed sounded like a female. ) sent the new card and told me that my new card is on the way and it will take around 7-10 business days to arrive in the mail. She then told me that my account will be closed unless I wanted to created a new one, ( which it sounded like it meant create a new email address and user profile and etc. ) because my credit card has been " lost/stolen '' She persuaded I close the account instead. After the phone call, I wondered what she meant by my account being closed, so I went ahead and logged back into my Paypal account. I saw that I was able to still access my account and It looked like I was still able to make money transfers too. But then I saw that I could no longer see my credit card overview or click on anything to check it's statements. Few days later I get a XXXX   notification on my phone from XXXX XXXX. I was curious and was in no worry because I always check my report frequently, pay my debt on time, and make sure that I'm maintaining my score at good standing, so I wasn't worried at all when I saw my notification ... Until I click the XXXX XXXX log in link and signed in and view my new credit report number ... I was terrified, worried, stressed, you name it. It went from around XXXX  to XXXX! To good to straight BAD. dropping 96 points! I was so stressed and scared and confused. I clicked on it's summary and saw that it says " 2 accounts closed ''. I know I have 2 accounts. One for Paypal credit and one for XXXX XXXX credit. I knew that my Paypal account was closed because the Paypal operator closed it. But the XXXX XXXX being closed is a far deeper mystery. I will contact XXXX XXXX and see what's going on with that. Whenever I tried shopping with my XXXX XXXX credit, it will always decline for some reason every time. But.. two closed accounts ... dropped my credit score. After I researched on XXXX by typing " closed account on credit report '' It shows that closing accounts damages your credit. So after seeing that, I realized that the female operator on the phone, pretty much closed my account on Paypal, with no information. No warning. No consent. And when she done it, I thought it was just part of her protocol. But I feel like she could have at least allow me to say yes or no without persuading me or most importantly give me warning. But my new Credit Card is coming in the mail soon and according to her, once it arrives everything should be where I left off as far as payments and things. But, basically right now, I'm just requesting for my points back to get me back smooth sailing again and have everything back to normal. Right now I am very stressed out about this and I really need help, please! 

-Thank you so much in advance!

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