Consumer complaint received 2020-12-23
Company: SYNCHRONY FINANCIAL
State: NY
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:
On multiple dates starting from mid 2020, I have tried to make payments to synchrony bank for the PayPal MasterCard that I opened with them. There has been a serious issue with the online account which has not given me access to my account on numerous occasions. I have filed multiple complaints with PayPal and it is on record with PayPal in their customer service history that there is an error that does not allow me to pay. I have even been on the phone with one of PayPal Service members on XX/XX/2020 in which I provided them debit card information for a payment of XXXX USD and they never processed the payment, and that exact debit card had a fraudulent purchase 2 days later on it. It is an ongoing issue that I continuously have to deal with since mid 2020, I have filed multiple complaints/grievances with PayPal/Synchrony bank and their supervisors yet the issue has NOT been resolved. The only thing the supervisors or regular service member tells me is that they are going to wave the late payment fee because of the ongoing issue and transfer me to multiple calls which I end up getting disconnected from. The only assistance I get is someone from PayPal writing a note on my account stating that I continuously keep having the same issue. I can not access the online account to my MasterCard and there has been an internal error that still has not been fixed since months after I filed grievances with PayPal/Synchrony bank themselves. I can not even link a bank account or a debit card on the website since the initial issue and even though I have made multiple attempts to try and resolve this issue, it is still unresolved as of this date XX/XX/2020, I uploaded a screenshot attached on the bottom as evidence. 

There have also been an occasion, approximately mid 2020, where there was a fraudulent purchase on my PayPal MasterCard and I had to wait almost 2 months for a card to get shipped to my house. Then when I tried to make a payment online, they stated I needed a card ( which took approx. 2 months to ship to my location XXXX to even access my account information online which rendered me incapable of making a payment. The same resolution was made by them by waiving the late fee due to an error on their side. I, to this date of filing my grievance, have not met a resolution with PayPal/Synchrony bank even though my multiple attempts and literary countless hours of staying on the phone with them, getting transferred to different internal departments, and even talking to multiple supervisors. The only resolution they seem to have is making a note on my account which does not help because of the on going system error/issues on their side. 

PayPal/Synchrony bank have admitted that there is an issue on their side of the system, which has given me ongoing issues with them. I request that an adjustment be made to my credit report because of this on going issue with PayPal/Synchrony bank that, unfortunately, they have not been able to resolve to this day.

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