Consumer complaint received 2020-07-22
Company: SYNCHRONY FINANCIAL
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/20 I made a purchase on XXXX of {$2200.00}. I have a paypal credit account Associated with my eBay account that I use for any and all ebay purchases. I have used this for years w/out problem.I have always believed this gave me an extra layer of protection from any type of problem that could occur buying from strangers, non-local businesses, etc. XXXX and PayPal both widely promote this protection. My buyers acct is always set to use PayPal credit. For this purchase instead of using my credit acct, PP choose to withdraw this amt directly from my bank acct on file which I use to pay my PP credit on a monthly basis. I was not informed this was being done. A few days later I found to my dismay that my bank acct was overdrawn. This also caused me to incur overdraft charges. Contacting XXXX or PayPal is EXTREMELY difficult. I have made many calls and spent literally hours since trying to straighten this out to no avail. What Im looking for is to have the {$2200.00} payment made from my credit line As I originally had it set up, so I can pay it over time. This was an emergency purchase for an engine for my car! I dont have the funds to pay for it all at once. When I contact what is listed as PayPal, it is really Syncrony bank ... According to them they handle my credit line But have nothing to do w PayPal. They told me to contact eBay ... XXXX says talk to PayPal ... I have been getting the runaround! Both are saying they cant help me. In the meantime, this Charge has been Re submitted to my bank 4 times and refused for non sufficient funds.. I have Numerous {$35.00} charges due to this. I was finally able to actually reach PayPal and they say they cant help either. How can this be? I get a different story from all but no help. One Syncrony rep told me early on that the charge was declined because I dont make large purchases .... but why didnt they inform me or verify it was me or something instead of just trying to take my money from my bank acct? Also, at some time prior to this I had requested an actual PayPal card. What they sent me was a whole other thing ... it was a card to access my own money, after I had deposited it in my PayPal acct .... when I received It and saw what it was I declined to activate this card. ( what I eventually learned is that there is NO actual card for my pp credit acct w Syncrony bank ) But now I see that when I log into my PayPal app, for pp credit, that the money I owe them is seemingly in that acct that I never activated, as a negative balance. Everything they do seems designed to confuse consumers, starting with their repeated use of the name and logo PayPal which seems to be very misleading.They make it nearly impossible to contact them. I do owe the money, but I am unable to pay all at once and dont think it was my fault. They have offered me no recourse to fix this. I dont think they should be able to repeatedly try to charge my bank acct. I suppose this is in some kind of fine print that is ridiculously long and has updates all the time. I just want to pay what I owe .... over time. They also wont allow me to delete my bank acct from their app so I guess I will have to close that acct to prevent them from continuing to put my acct in the negative.

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