Consumer complaint received 2022-02-16
Company: SYNCHRONY FINANCIAL
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
With PayPal, I opened a paypal smart connect card for it's online use on XX/XX/2013. Two to three years later my credit had improved from a XXXX to XXXX according to credit karma, when I began receiving promos from paypal. The Promo I received was an " upgrade '' for my smart connect card to now have a mastercard logo and a physical card to use " offline, '' called paypal smart connect  mastercard. Note the only word changed is Master. When I inquired about the new card, i specifically asked if they pulled my credit, if the card acquired started over as if a new card was in service : Paypal said No. I asked if the old paypal smart connect card credit line would be shut down : PP  said Yes, but my account would stay intact and be upgraded with the mastercard  logo. They said this new feature, ie physical credit card, would be an upgrade for having outstanding credit and a perfect history. I asked if I could still get credit limit increases : PP said yes. I told them I really didnt need another physical card, but if there was no negative impact on my credit report then they could go ahead and enroll me in the upgraded card for my same account. I enrolled and activated new card. Next : upon having a XXXX credit score and looking at options to buy my rented home. Paypal dropped my Smart connect card ( reported : SYNCB/PAYPALXXXX ) reported it closed by consumer on credit report ( CR ) and then reported an open account under SYNCB/PAYPAL CREDIT CARD. Now when I inquired and first raised this problem to PAypal, they said I need to talk with synchrony bank, but that my new card was a paypal smart connect card with a mastercard logo. As time went on, they called it a paypal smart connect mastercard, vs the old smart connect credit line was called paypal smart connect card. I contacted synchrony on two occasions by mail and explained that because of my credit report showing new credit and my oldest line closed, that my credit report had dropped XXXX points and if it wasn't fixed i could not qualify to assume my home morgage, as I was the current renter. They ( PayPal, PP  ) stated their actions were justifiable and that they would not change it. Furthermore, any upgrade on a card means to close an account and replace with new credit line. However, both of these are false. I have XXXX XXXX and XXXX XXXX who both offered the same type of " upgrade '' and their credit reporting was accurate and true to the advertisement they pitched. After the second inquiry into sychrony, they told me that there findings were similar and that legally they can not change mmy credit report for this matter. However since then, Synchrony has sold there Walmart card to XXXX  XXXX and changed the reporting and done so accurately. They have even changed the name of the smart connect card on my credit file to distinguish the difference between the two cards. Finally, I never received any CL increase on PP smart connect mastercard like I was on my smart connect card until recently, as promised. And the most agregious part is that the format for my paypal smart connect mastercard for online login has no distinguished separation from the old smartconnect card. Therefore there is no way to separtly get into my PPsmrtconnct master card with out accessing paypal smart connect site first and the making payments through Paypal 's site takes me to Sychrony bank site with my mastercard information. I have spent years looking for literature online to explain this case. I lost a lot because of their abuse and it has changed the course of my life.

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