Consumer complaint received 2020-06-22
Company: SYNCHRONY FINANCIAL
State: CO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I am very upset and shocked to find that 4 of my synchrony store credit card accounts have been closed due to 2 disputes I made on PayPal. The following accounts were closed : Synchrony love sac account, Synchrony Container store account, PayPal, and amazon credit card. I am hopeful that no other accounts were closed. I would like to begin by stating that I was not notified that the accounts were being closed by email, letter, or any other form of contact. This led to multiple payments that I had on autopay on PayPal not going through including my XXXX  vitamins that I need for my wellbeing and that of my XXXX child. I had no idea what was happening. I feel that this is unprofessional and improper of a credit card company to do. 

I contacted the synchrony love sac account on XXXX to inquire why my account was closed. After being transferred to 3 different representatives I received the explanation that my accounts were closed due to a business decision related to my disputes on my PayPal that rendered me as a danger to pay. First, I would like to add I have had my amazon account and my PayPal account for YEARS and have never been delinquent. I have never missed a payment on my synchrony accounts as well. My credit is in the high XXXX and is considered EXCELLENT credit. My disputes on my PayPal account were due to a very real issue. I have also been trying to contact PayPal and the customer service line is not in existence due to COVID 19, so I was never able to speak to a person at all. 

Regarding the disputes on PayPal. I have included in this letter emails that show the progression of this issue. I purchased in XXXX a poster for my new home. The poster was purchased through tee chip the purchase went through to a company called XXXX. The purchase was for XXXX including tax. I later noticed in XXXX that I was charged an additional XXXX by the company for an additional 3 posters which I did not order. I attempted to file a claim with the company at that time and was denied because they indicated the items were already shipped. At that time, I filed a dispute with PayPal due to being charged 3 additional times for an item that I did not authorize payment for. My claim was eventually denied. 

I then noticed recently that I not only was I charged 4 times for the same item, but I never received my item. I emailed the company again and they provided a tracking number. I checked the tracking number and it indicated that the item was delivered on XX/XX/2020. I never received any items at all. I then filed an additional claim for the original {$41.00} and the {$97.00} again because I never received these items. Even if my original claim was denied if I received the items, I would have done something like send them to friends as gifts, but I never received the items. I believed that this was part of the benefit of PayPal. I used PayPal specifically because I trust them! Because they have this service that allows you security in your purchases! I never in my dreams imagined that this would lead to repercussions such as this. There is no warning when disputing a charge that you will have your account closed. There is nothing to that effect. I would have just taken my loss if I realized that this would result in this. I use my amazon credit card almost weekly and pay it off in full repeatedly. I also was just going to purchase a new mattress for my new home using the synchrony account. This mattress was set to be delivered this Saturday. I now dont even know what to do. Your company may have very well left me, a XXXX  woman who is XXXX XXXX XXXX, sleeping on the floor if I had not uncovered this. I now must repair all the damage that was done to me. All because I disputed 2 charges ( for the same company that charged me 2 separate times ). I am viscerally upset by this. I have never experienced something so unjust by a credit card company. I reiterate that I have not missed any payments. I utilized a benefit that PayPal flaunts as a benefit of the company. I have not abused the benefit. If I receive a service or an item, I never would dispute it. 

I hope that this company can look at this compelling appeal and see how unjust this was and then proceed to reinstate my credit cards. I feel offended and hurt that this happened to me over {$130.00}. If I knew that your company did not stand by its promise of customer satisfaction without repercussion, I would have never filed the disputes and would have just taken my loss

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