Consumer complaint received 2021-10-28
Company: SYNCHRONY FINANCIAL
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Between the dates of XX/XX/XXXX and XX/XX/XXXX of this year, I called Synchronicity Bank, connected to PayPal, to request an extension on XXXX 's due date. I did so, because I did not have the funds available at that moment, but to inform them that I would receive another check on or before XX/XX/XXXX, and as soon as I received payment, I would call and make my payment. 

The agent thanked me for calling, said he noted the account, and instructed me to call back, after I make my payment, and any late fees or penalties would be removed. 

On XX/XX/XXXX, I received an e-mail from PayPal, thanking me for my XXXX payment. I balked at this, knowing full well I have no overdraft protection, nor funds available, so I surmised the e-mail an error. 

On XX/XX/XXXX, I received a call from PayPal, asking me if I would like to make a payment. I responded that I had made arrangements to pay on or before the XXXX, or as soon as I had funds available. The agent claimed PayPal has every right to try to collect this debt. I said I understood, rights, but I had made an agreement to pay on a specific date. Since that date had not yet arrived, I found the call obtuse, ignoring the previous agreement to pay on or before the XXXX. The agent apologized, but offered nothing else for bothering me on a Saturday, for no reason. 

After completing my outdoor tasks, I set to my computer to see if I had funds available in my bank. I did, but also found that I was missing funds. I made my payment to PayPal, and then called back to report this, and report that PayPal had made two attempts to access my account without my authorization. 

Over the course of several phone calls PayPal claimed that 'I ' set up the autopay function on XX/XX/2020, and then later claimed that I did so on XX/XX/2020. When I make a change to my account, PayPal sends me an e-mail notifying me that a change was made. I have no record of ever receiving an e-mail verifying that I set up autopay on XX/XX/XXXX or XX/XX/XXXX. I told the last agent I spoke with that I DID turn the autopay on last week, then immediately back off, to demonstrate that a an e-mail receipt is created, and it was. I requested that a copy of the XX/XX/2020 e-mail, verifying I set up autopay on that day, but was told they could not do so. 

As my normal MO, I do not set up autopay functions, as I make {$880.00} a month, and often times my account has {$0.00} even a few days after I am paid. 

Synchronicity Bank 'claimed " I did so on XX/XX/XXXX, which made no sense, given I called only a week earlier to inform them I would not be able to make my XXXX payment. Synchronicity Bank then 'claimed " I did so on XX/XX/XXXX, but my records show only this e-mail from them on that date : Hello, XXXX XXXX PayPal Credit Your No Interest if paid in full in 6 months purchase Thanks for using PayPal Credit for your purchase on XX/XX/2020. 
With this purchase, you'll enjoy No Interest if paid in full in 6 months.

Interest will be charged from the date of purchase at a variable Annual Percentage Rate ( APR ) of 23.99 % if you do not pay the promotional purchase in full in 6 months. This APR will vary with the market based on the prime rate. 

How to avoid interest charges and late fees To avoid paying interest on this promotional financing purchase, be sure to pay the full balance of this purchase within 6 months. If you dont, interest will be charged to your account starting on the date of this purchase. 
Minimum monthly payments are required with this promotional financing offer. To avoid paying late fees, be sure to make your required minimum monthly payment each month before your payment due date on your statement. 

Log in to manage your account. 
Manage Account You can cancel this promotional financing on your purchase by calling us at the number below. 

Questions? 
Give us a call at ( XXXX ) XXXX Monday-Friday, XXXX XXXX - XXXX XXXX ET and Saturday-Sunday, XXXX XXXX - XXXX XXXX ET. 

PayPal Do not reply to this email. We are unable to respond to account inquiries sent in reply to this email. 
Head off identity theft before it happens. For more information about identity theft, please visit the Federal Trade Commission 's ( FTC ) consumer website at https : //www.identitytheft.gov. 
This email is not for marketing purposes ; it contains information about servicing your account. If you previously opted out of marketing communications from us, those preferences do not apply to this email. 
The PayPal Credit account is issued by Synchrony Bank. 
PayPal Credit is located at XXXX XXXX XXXX, XXXX XXXX, XXXX, Utah, XXXX Due to the many failures, I was told that I would be refunded the late fees incurred at my bank, that all fees and penalties would be waved, and that the next month 's payment would be postponed without further fees or penalties. 

Instead of returning the {$70.00} to me, my bank, or my PayPal account, my credit account was paid, leaving my bank short on the funds promised. So instead of return the funds, they simply took next month 's payment 30 days in advance! 

I did NOT set up autopay. I called to inform PayPal 's bank that I would not be able to make a payment in XXXX. 

Synchronicity Bank accessed my account TWICE without ANY authorization, after being explicitly informed and agreeing a postponed due date.

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 monetary relief