Consumer complaint received 2019-03-29
Company: SYNCHRONY FINANCIAL
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/2019 I tried to use my PayPal MasterCard to make a purchase, at XXXX XXXX XXXX XXXX for {$210.00} ( U.S dollars ). 

My PayPal MasterCard was declined, even though I knew there was more than enough of an available balance on my card. 

I called the card customer service phone line, and spoke to gentleman named XXXX. He verified my information by asking for name, my credit card number, the security code on the back of my card, my address, my phone number ... all of which was repeated numerous times. After at least 15 minutes of this, he finally asked what my issue was. I explained to him my credit card was declined and I wanted to know why. XXXX first, proceeded to tell me, that he didnt know what was wrong with my account. Then it was because, my card is not connected to the PayPal server, due to securities reasons. The next argument he had for this reason was because my address was not verified. 

He told me that in order to get my card working again, I would have to go to a grocery store to purchase a XXXX XXXX XXXX card, in order to unlock my account. He also said I would have to the PayPal credit card to try and make the purchase-even when i explained the card DID NOT work. He also told me that my account would be reimbursed after I purchased the card. I asked to speak to his supervisor, whose name was XXXX and sounded exactly like XXXX. XXXX insisted that this was PayPals policy and that I couldnt even the {$49.00} balance on my credit card, in order to cancel my card, until this was completed. 

I went to a local grocery store and the only dollar amount for the XXXX XXXX card, was {$50.00}. I purchased the card, and called XXXX and explained to him that the PayPal credit didnt work. During this verification process, he also asked for my mothers maiden name ( which was never disclosed at any point in time during the application process or even after I was approved ). He began to get even more frustrated with me and asked for me to go back to the store because the verification code from the XXXX XXXX card was invalid. He wanted to me to purchase another XXXX card because I was invoiced for XXXX. 

I asked to be transferred to someone in the continental US who would help and not scam me. I was put on hold, even though he didnt mute his end and kept making background noise to name it sound like a bad connection. 

After being on hold for sometime, ( even though I could hear him ), he proceeds to give me another name ( which I cant remember ) and says he is the floor manager. I explained to him that he was the same person as XXXX and XXXX, just this time he was talking slower and sounded like he was covering his mouth with his hand. 

Him and I argued continually about how I was not reimbursed for the first XXXX XXXX card I bought, and how I would not buy another. I demanded several times that he transfer me to someone state side. He said they dont have that number. I asked him where the corporate office was located. He was at least nice enough to give me that information. 

On XX/XX/2019, I was unsuccessful to reach the Corporate office. I was however, able to contact someone at PayPal customer service. I paid the {$49.00} balance, but not until after I explained to the lady, how I scammed out of {$50.00}, and since their calls are monitored for quality and control purposes, that they should have ample evidence about the their so called customer service reps. ) I  also asked multiple times to ensure my PayPal credit card was paid off and closed. 

I am now out {$50.00} for that XXXX XXXX card, as I was not reimbursed, the code was invalid, because they used it themselves. ( I had my husband try to add the XXXX card to his account on his phone. ) Either way, its appauling, how a company as big as PayPal doesnt have a corporate number for consumers to reach them, especially when it is to tell them that some of their employees are nothing more than scam artists, liars, and theives.

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