Consumer complaint received 2022-07-07
Company: SYNCHRONY FINANCIAL
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
In XXXX of XXXX, I received a letter from Synchrony PayPal stating they were closing my account and had NOT received payment for 3-4 months!! I knew this had to be a mistake my account was on AUTOPAY!!! And XXXX LATE OR INSUFFICIENT FUNDS! 
When I called Synchrony PayPal, ( on a recorded line ) the customer service rep said, You need to check with your bank, you probably dont have enough money in your account!! WOW! How can you assume or make a statement like that!?! Especially, when Ive NEVER been late on any accounts! 
I called my bank anyway ( to make sure ) since we did get hacked at the beginning of pandemic ( XX/XX/XXXX ). My bank verified there was no reason for payment to be rejected. My bank account had plenty to cover the bill. 
When I call PayPal back, I spoke to a representative who finally admits that PayPal had a glitch in their system. She advised me to login to my account and delete my payment information. Then wait a week and re-enter your payment information. I asked for a document of proof stating this happened. She said, yes of course, and I would receive the letter within 10 12 business days! 
I NEVER RECEIVED THAT LETTER!!!! 
Instead, I receive letters from Synchrony Bank to notify me of the accounts they closed or decreased the credit limits on. 
The accounts closed and limits decreased are : Rooms to Go the credit limit was {$3000.00}. They decreased it to {$1700.00} about {$10.00} over my balanced due causing it to be over the limit! 
Synchrony Home- {$4500.00} credit limit - {$0.00} Balance - closed with excellent payment history. 
Synchrony - Shaw Flooring - {$4500.00} credit limit {$0.00} Balance closed excellent payment history.

Synchrony - Care Credit with {$2000.00} credit limit {$0.00} Balance closed with excellent payment history. 
After NOT receiving a letter, I called PayPal again, but this time the rep said, I havent heard of any Glitch in our system and needed to collect a payment!. I explained that I would NOT be making any payments unless this was fixed and all extra fees were removed. Plus, the accounts that were closed and credit limits decreased needed to be reversed. 
THIS HAS MADE A HUGE NEGATIVE IMPACT ON CREDIT! 
An investigation was done by Synchrony XXXX to see why this happened. The conclusion was that I was just NOT making payments! This is beyond frustrating! I was on AUTOPAY WITH PLENTY OF FUNDS IN MY ACCOUNT. THERE WAS NEVER AN OVERDRAFT CHARGE OR ANY STATEMENT BY MY BANK THAT IT WAS REJECTED! ( I will include bank statements. ) Synchrony Bank refuses to take ownership of the Glitch in their system and will NOT fix the damage theyve caused to all of these accounts! As a matter of fact, they reversed a late payment they removed saying after they investigated, it was due to NO PAYMENT! nothing else! This is NOT TRUE AT ALL!!! 
I WOULD BE HAPPY TO PAY SYNCHRONY BANK IF THEY FIXED THE DAMAGE DONE AND REMOVED ALL FEES ACCUMULATED FOR THIS GLITCH! And DAMAGE DONE TO MY CREDIT REPORT! UNFORTUNATELY, THEY WONT DO ANYTHING TO FIX THIS! 

THIS IS ABSOLUTELY RIDICULOUS! 

IM DEFINITELY NOT THE ONLY CUSTOMER OF THIS COMPANY THAT THIS HAPPENED TO. THE REVIEWS ON THEM STATE SIMILAR SITUATIONS QUITE OFTEN!

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