Consumer complaint received 2025-01-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
in XXXX, my auto pay for my PayPal credit card was canceled without me, knowing therefore I missed a payment and got charged a late fee and interest before I noticed when I called him they reversed the late fee and not the interest charge. They said that I canceled the auto pay, which I definitely did not do and Im not sure what happened but whatever I reset at my auto pay and I thought that was that and it was fine even though this was not my fault now again this Month I have been tracking my account since I have been having these issues and I have needed to closely monitor my account which I shouldnt have to do and I noticed that my auto pay was again canceled so I went in and just reset off the auto pay and thought it made the payment which it did but then I think it has bounced back I dont know there has been weird adjustments and I got charged a late fee for some reason so I called in again about this issue and have had a horrible customer experience service I called in reached PayPal credit card customer support after having to go deal with the robotic IVR when I reach customer service. The guy says that there is something wrong with my PayPal account not my PayPal credit card account so I need to be routed to PayPal. He rouse me to PayPal, but I have to re-verify and re-wait in the queue all over again when I finally reached PayPal, the woman says that there is nothing wrong with my PayPal account and that I need to be rerouted back to an account specialist on the credit side of things. She doesnt route me there instead I just get re-put in back into where I originally called. I have to redo the robot IVR system which forces you to listen to your entire transaction history and go through all of these steps before you can finally reach an agent. I have to re-verify my account and then this is my third time explaining the issue, my third time having to verify my third time having to go through this IVR so I dont know what is wrong with this process but there it should not take three transfers when I finally reach this person again on the third Try I explain my issue again and she said shes looking into it and then in the silence when shes looking into the call, she just hangs up so finally after all of this time and all of this waiting and dealing with this IVR and having to explain myself, I still have no answers. I just want to pay my credit card and not have to worry about all my payments being broken. Theres something wrong with the PayPal credit cards system. theres nothing wrong with my bank account. Ive checked the information when I just pay it and dont do auto pay. It works fine so there is something wrong. There is a glitch in the PayPal system that has not been fixed and is messing me up every time. The customer service was horrible. This issue alone is 3CFPB complaints worth of horrible customer service a broken auto pay system and unfair late fees. I just want to figure out what is wrong with my account so I can pay it but instead, I am constantly being penalized. 

Date of call : today XX/XX/year> XXXX

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