Consumer complaint received 2023-07-11
Company: SYNCHRONY FINANCIAL
State: OK
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 WILL BE SUBMITTING THIS COMPLAINT TO SYNCHRONY, PAYPAL, AND XXXX. THIS IS SO ALL PARTIES ARE AWARE AND HAVE MY PERMISSION TO RESOLVE THE ISSUE. 

It has been four years and Synchrony/PayPal have not properly investigated the problem they have requesting funds from my bank account. I have multiple Synchrony accounts that have no issues receiving payments, so I thoroughly believe that the problem lies with PayPal. The problem is that the PayPal funds are held by Synchrony, so they continue to blame each other. I had made a compromise four years ago in order to make my payments and have done so on time until Synchrony changed their system. This permanently removed my account an ability to make the payment online. I do not receive a paper bill for this account. I have made payments over the phone, but those also get rejected by the PayPal system. I have asked to use my debit card as a form of payment, but they only allow that once.

Most recently PayPal made a change in their system so I could have my bank account linked. I did so and made a payment. They claim my bank informed that I implemented a stop payment. I DID NOT.! This is the problem. The request NEVER MAKES IT TO MY BANK! 


The following is the response from XXXX from XXXX. It indicates that their isn't a problem with my account and Synchrony/PayPal would not provide the documentation requsted to resolve the issue. 

Date of response : XX/XX/XXXX We are responding to the concerns about the XXXX XXXX XXXX XXXX XXXX XXXX ) which you outlined in your correspondence to the Consumer Financial Protection Bureau, regarding PayPal debits from your checking account. Per our records, XXXX XXXXXXXX XXXX contacted us on XX/XX/XXXX, stating that the XXXX rejected PayPal Automated Clearing House debits from the checking account ending in XXXX. A Member Service Representative explained that there were no rejected debits in the recent account activity, and the matter was closed. On XX/XX/XXXX, you advised that the payments were returned between XX/XX/XXXX and XX/XX/XXXX, and your concerns were escalated for further review. XXXX XXXX, of our staff, conducted a thorough evaluation of the account history between XX/XX/XXXX and XX/XX/XXXX. She found no restrictions on the account that would cause returned payments, no non-sufficient funds fees indicative of returned payments, and no negative balance ; therefore, she concurred that there were no records of returned payments to Synchrony Bank. XXXX XXXX contacted Synchrony Bank to obtain supporting documentation from them for the alleged returned payments. XXXX XXXX, currently the XXXX does not have enough information to pursue a resolution, as we are awaiting additional information and documentation from Synchrony Bank. If you have additional questions, XXXX XXXX remains available to assist you. Thank you for this opportunity to respond to your concerns.

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