Consumer complaint received 2022-06-17
Company: SYNCHRONY FINANCIAL
State: PR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I made a payment for the full balance of my Synchrony Bank PayPal XXXX XXXX as of XX/XX/22 ( {$3800.00} ), the money was withdrawn from my bank account at least 1 week ago as of toay, and they told me that the paymet will not reflect in my account until at least the XXXX of XXXX. In the meantime, I don't have my money in my bank, nor I can't use my card. In a nutshell, they are using my money for at least 15 days. Enclosed is the conversation with their Rep. 


Connect to Live Chat Waiting for Representative Current wait times for services with a live agent are up to 2 minutes.

Welcome to PayPal Credit Card Live Chat. Your chat will be monitored and recorded for quality purposes. A chat agent will be with you momentarily Can someone review the appliation of my last payment from XX/XX/22, it is not posted to my account, therefore I can't use my card XXXX  Hello XXXX. Thank you for contacting Synchrony Bank regarding your PayPal account, we appreciate your business! XXXXXXXXXXXX>My name is XXXX XXXX XXXX 

XXXX  Could you please elaborate your question? 

Can someone review the appliation of my last payment from XX/XX/22, it is not posted to my account, therefore I can't use my card XXXX  I will check that for you. 

XXXX  Could you please verify your mother 's maiden name and the 3 digits CVV code, which is behind the card? 
I made a payment on XX/XX/22 it was withdrawn from my bank account, and still not posted, I can ; t use my account XXXX  I will check that for you. 
XXXXXXXX XXXX XXXX XXXX Thank you very much for the verification. 

XXXX  Please allow me 2 - 3 minutes to access and review your account to help you better.

Sure, appreciate your help XXXX  I apologize for the delay as it is taking a little longer than expected to access your account. Please give me another 2 - 3 minutes. 

No problem XXXX  Thank you for staying online, I appreciate your patience. 

XXXX  The payment of {$3800.00} made on XX/XX/22 is on hold and will get released on XX/XX/22. Once released, the credit will be available. 

XXXX  When there are multiple payments or large payments, the payment goes on hold due to security reasons, however, once it is verified by your bank, the payment will be released. 

XXXX  Request you to wait until the payment gets released. 

ON THE XXXX XXXX  Yes. 

XXXX  Would you like me to assist you further? 

That is 15 days, without the money in my bank account, nor my credit. XXXX, I know it is not your fault, but that is unacceptable XXXX  I agree with you. 

XXXX  Since this an XXXX banking XXXX, very rarely, this issue arises, wherein there is a delay from the customers bank in verifying the payment. 

The money already left my bank account, how come Sorry my friend, I know you don't make the rules, But le your superiors know I will file a claim with the CFPB End Live Chat

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