Consumer complaint received 2019-07-02
Company: SYNCHRONY FINANCIAL
State: MO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
This is for Synchrony Bank. 

I have a closed XXXX XXXX account that was managed by Paypal Credit/XXXX. On XX/XX/19 I received a letter in the mail stating that Synchrony Bank will be managing my account starting XX/XX/19. I have been trying to make a payment to this account as of yesterday since it was due XX/XX/19, but I have been unsuccessful. I have spent over an hour and a half on the phone trying to find a valid number with someone who can find my account and make a payment. I also did a live chat option. 

I would normally pay this bill online, but that option was removed when the initial owner ( XXXX ) stopped supporting it. As a result, I have been making payments via phone. I had two valid phone numbers for this and they do not work anymore, XXXX and XXXX. When I called these numbers on XX/XX/19 and XX/XX/19, the first number doesn't find this account and only finds a paypal credit account that I have elsewhere. The latter number gets stuck in a loop when entering in my SSN/phone number/last 4 of account number. If I keep fiddling with it for a while, it will try to transfer me to someone, but it says it is a non-working number. 

On XX/XX/19, I XXXX  'd Synchrony 's XXXX number and dialed XXXX. The automated prompts found my care credit account with {$0.00} balance. I was able to talk to someone, but since they were for the care credit section they couldn't help me. They advised me of a number ( XXXX ) and did an internal transfer. This number was a non-working number since I received a busy signal. I hung up and tried the main number for Synchrony Bank ( XXXX ). I ran into the same issue of it finding my care credit account. I then tried the number listed in the letter I received ( XXXX ) and was met with the same results. 

On XX/XX/19, I thought maybe it was just a system glitch so I retried all of the above numbers and had the same issue. I then called XXXX and just fumbled through the prompts to get a live person. I did receive a live person and mentioned that this was for a XXXX  preferred account. They said I had the wrong number. I asked which number and she told me XXXX. I advised that I called this number. She said she would transfer me internally. I was transferred to another department where I talked to a live person. I advised of my situation and provided the last 4 of my account number ( I do not have the full account number since I toss my statements and I never received a XX/XX/XXXXstatement in the mail nor an email ) and my SSN. He could not find my account. He spoke with his supervisor and his super couldn't find my account either. He asked for my balance, credit limit and last payments. He said he thought he found it and transferred me. I was transferred to another automated system for a paypal extra mastercard ( which I do have, but it is not the account in question ) and I still couldn't access this account. 

On XX/XX/19, I did a live chat with Synchrony bank. They could not find my account, but after giving my story. The rep advised that my account was 1 of the 10000 accounts recently transfered in the PayPal Credit Conversion handled by Triage customer service. He advised me to call XXXX. After saying I called that number and they couldn't help me, I inquired if I could mention the account changes with Triage and he said yes. 

After ending the chat, I called XXXX went through the prompts to get a CSR. Advised this was regarding the recent paypal credit conversion and I was internally transferred ( the rep said that number was not working ). After being transferred, I explained my story to the new rep and they advised to call XXXX. When I called this, it said it was for paypal smartconnect. I went through the prompts and it did not find the account in question. 

This is pretty ridiculous since I'm trying to make a payment to my account, no one can find the right number and their automated system keeps detecting the wrong account ( s ). 

Account details : Payment due date is the first of each month, last payment was {$70.00} on XX/XX/19 with a minimum due of {$57.00}, last account balance prior to payment was {$1800.00}, initial credit line was {$2000.00}.

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 monetary relief