Consumer complaint received 2021-06-09
Company: SYNCHRONY FINANCIAL
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing

Complaint:
I was interested in purchasing a product called XXXX via their website XXXX. I called XXXX to see if they offered any financing options ; and I was told the only financing options offered were through Pay Pal. In order for me to receive any Pay Pal options, I had to sign up for an account. On XX/XX/2021, I signed up for a Pay Pal account. After I went back on the XXXX website which opened up to another link XXXX to try to checkout and see what payment options were available to me. I clicked on the Pay Pal option, I signed into my new account ( which is another website that opens via Pay Pal but referencing XXXX XXXX ) and then was given the option to checkout by paying with either : ( 1 ) adding a debit/credit card ; ( 2 ) via Pay Pal by paying 4-payments interest free {$98.00} due every two weeks ; and ( 3 ) Pay Pay credit - 6months interest free, with {$20.00} off a purchase of {$99.00} or more upon approval of credit review. I choose the Pay pal credit option, which opened up a new window where i could apply for Pay Pay credit. I inputted the information requested and within a minute I was approved. I received an email from Pay Pal confirming my new account. And I received an email from Pay Pal Credit welcoming me to Pay Pal credit and giving me details on the account. I reviewed my Pay Pal account, added Pay Pal credit as my preferred way of payment, added my debit card as a second form of payment. I accessed my Pay Pal credit account and reviewed my account and available spending limit. I went back to the PayPalXXXX checkout page I had opened, and tried to purchase the XXXX but this time the option to pay via Pay Pal Credit was no longer there. The only options available to pay were : ( 1 ) My debit card ; and ( 2 ) Pay Pal by paying 4-payments interest free {$98.00} due every two weeks. I called the merchant ( XXXX ), and they told me to email their IT support department. I emailed them informing them about my issue. I received a response telling me I needed to reach out to Pay Pal Credit because Pay Pal Credit was enabled on their part. I called Pay Pal credit and informed them about the issue ; and they told me they would transfer me to a department that can better assist me. I got transferred to Pay Pal, I spoke to a representative who told me that he noticed that my account was blocked by their Risk Assessment department for an unspecified reason. He said as of XX/XX/2021 at XXXX a block was placed on my account, and the block would be lifted in 24hours and after that i shouldn't have any problems. On XX/XX/2021, I tried to purchase the XXXX product again but still the same problem, I called Pay Pal credit on XX/XX/2021, and the representative told me that everything seems to be fine on her part and asked me put my account number in manually by adding it as a credit/debit in the checkout option in the PayPal/XXXX checkout page, but that didn't work. She then gave me Pay Pal phone number, and transferred me to them. I spoke to a representative named XXXX, and told her what my issue was, she placed me on hold, and then hung up on me. I called back and told this representative my issue, and the representative told me this time that Pay Pal credit sent this to a security department and that they won't allow the purchase to go through and can not override it. Also, that i would need to pay another way. And I asked her if i can be transferred to their security department and she said " that they're so good of a security department. '' I asked her " why give the option to pay with Pay Pal credit for this product XXXX and induce me apply and be approved if i won't be able to pay with it? She responded with the same information about the security department blocking this purchase. Later, I looked over what merchants accept Pay Pal Credit included in the welcome Pay Pal credit email, and i tried to make a purchase from those merchants using Pay Pal credit and the same issue, I am only getting the option to pay with my ( 1 ) Debit card or ( 2 ) Pay Pal by paying 4-payments interest free {$98.00} due every two weeks.

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