Consumer complaint received 2023-03-20
Company: SYNCHRONY FINANCIAL
State: OK
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:
To : XXXX XXXX or Hopefully to someone willing to investigate the issue until it is resolved. 

As I have stated since XXXX, the request for payments to PayPal from my XXXX checking account are NOT making out of your system. So the two small deposits on XX/XX/XXXX never left PayPal for me to verify. Also, that was the ONLY time I have been able to get to the point of deposits in the PayPal system. The other 50-60 time I attempt to set it up, I receive a We're sorry. We're not able to process your request right now. Please try again later. 

I informed you in XXXX that I would be in Alaska for a majority of XXXX and XXXX and would not have access. I made every attempt to resolve this. The customer service was not willing to sufficiently assist me. I have told them on multiple occasions that my husband, XXXX XXXX, had full access and permission to act on my behalf. Customer continues to deny him the ability to assist without speaking to me. This had only prolonged the problem. He was the main point of contact in XXXX as he is retired and I have to work. I made numerous attempts when I had internet access to link my account, only to see the message above. 

In late XXXX to early XXXX, representatives from XXXX and Synchrony made numerous attempt to resolve this to no avail. I was forced to make payments via check for PayPal Credit, while the PayPal Credit Card payments would go through if they were on autopay. The autopay function was removed by PayPal late last year! This resulted in more late payments and an absolute removal of a linked bank account that was functioning. When that occurred, I decided enough is enough. This disconnect needed to be properly corrected. I am still This resulted in some creditors reducing my credit which snowballed in a majority of the creditors doing the same. I have been way more than accommodating to Synchrony and PayPal, but I am feeling that this will not get resolved without litigation. In fact, if you can not resolve this by the time I depart for Alaska on Monday XX/XX/XXXX, I will be hiring an attorney upon my return ( XX/XX/XXXX ). 


You stated in your response to my CFPB complaint I am sorry for the difficulties you experienced when attempting to re-enable your Bank Account. Upon receipt of your Complaint we conducted a review and confirmed that no errors occurred when originally disabling your Bank Account due to the potential unauthorized activity, and that we are currently unable to re-enable your Bank Account due to your bank reporting it as an invalid account number. This would be a false statement. The electronic request sent out is not making to my bank. The report of an invalid account number is not from my bank. You only looked at the information you could easily access and generated a response. You did not investigate the source of a problem that has lasted way too long. In XXXX I gave the representatives from XXXX and Synchrony permission to communicate concerning this issue. It was not resolved, but it was determined the fault did not lie with my XXXX bank account. At that time PayPal and Synchrony were stating that they were receiving a response of insufficient funds. I provided bank records for the dates that the supposed requests were made, showing I had more than sufficient funds. Now you are stating the bank account is invalid. As it was then and now, you are incorrect. 

Below is the response from XXXX after they communicated with Synchrony : Date of response : XX/XX/XXXX We are responding to the concerns about the XXXX XXXX XXXXXXXX XXXX ( XXXX ) which you outlined in your correspondence to the Consumer Financial Protection Bureau, regarding PayPal debits from your checking account. Per our records, Petty Officer XXXX contacted us on XX/XX/XXXX, stating that the XXXX rejected PayPal Automated Clearing House debits from the checking account ending in XXXX. A Member Service Representative explained that there were no rejected debits in the recent account activity, and the matter was closed. On XX/XX/XXXX, you advised that the payments were returned between XX/XX/XXXX and XX/XX/XXXX, and your concerns were escalated for further review. XXXX XXXX, of our staff, conducted a thorough evaluation of the account history between XX/XX/XXXX and XX/XX/XXXX. She found no restrictions on the account that would cause returned payments, no non-sufficient funds fees indicative of returned payments, and no negative balance ; therefore, she concurred that there were no records of returned payments to Synchrony Bank. XXXX XXXX contacted Synchrony Bank to obtain supporting documentation from them for the alleged returned payments. XXXX XXXX, currently the XXXX does not have enough information to pursue a resolution, as we are awaiting additional information and documentation from Synchrony Bank. If you have additional questions, XXXX XXXX remains available to assist you. Thank you for this opportunity to respond to your concerns. 

We are still waiting on Synchrony and PayPal to provide the information needed to correct the problem. I appreciate your attempt to call, but there is no information I can provide that you dont already have. The bank you are calling invalid had been functioning correctly from the mid XXXX until XXXX. It was partially functioning until last year. When I mail a check, the payment clears! 

This email will be in the contents of my new CFPB complaint. I will continue to initiate complaint until it is resolved. They really need to keep the complaints open until resolved instead of closing them upon company response. 

I am sincerely looking forward to having this issue resolved. It is going to take more of an effort on your side though. Until it is, I demand you place a hold on all late charges and notifications on both accounts. 

Please respond to this email for any other correspondence until such time as the issue is resolved or I have an attorney representing me. 


XXXX and XXXX XXXX Sent from Mail for XXXX

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