Consumer complaint received 2024-07-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: SYNCHRONY FINANCIAL
State: NC

Complaint narrative:
In XXXX of XXXX, I did request a payment protection benefit per I was having XXXX on XX/XX/XXXX. I called an initiated the benefit. I submitted all required paperwork. I followed all protocol of the program - making payments to my card in addition to the 3 courtesy payments from the payment protection program offered by paypal. 

I expressed to representatives several times that I was not able to review any information online and always had to call in and I recorded all phone calls for my records. 

I began to receive denial letters about the benefit stating " the account did not have the payment security protection when the event occurred. According to the information we received, the event occurred on XX/XX/XXXX. The effective date of the protection on the account was XX/XX/XXXX. '' I did not open this account until XX/XX/XXXX so how could i have the benefit? The denial letter is fluff. There are using decpetive business tactics and lying as to not pay out claims. It saddens me that this has happened to me and i wonder how many other people this has happened to. This is illegal and its fraud. Paypal should employ persons with a medical background so things of this nature will not occur in the future. 

The benefits specialists are incapable of effectively and accurately dissemating information from my physician. XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. I was covered my the payment protection program. The benefits specialists at paypal are not physicians/medical experts and they can not understand that these are all separate events. 

*I explained this to the specialist i was on the phone with and it took her a few minutes to understand, she agrees and then the call drops, I call right back and of course they can not see notes and are unable to transfer me back to the representative i was speaking to. 

I recorded all calls to paypal. They are advertising this payment protection program and denying claims that should be approved. I met every single qualification and there is no reason that my card should not be paid in full at this time. It should have been paid in XX/XX/XXXX. 

I am calling paypal as i type this complaint and of course the moment i mention refunding me for the {$410.00} that i have been billed for this program as well as cancelling the payment protection at XXXXXXXX XXXX  est in the morning and there is no supervisor available. I am being offered a callback in 3/5 business days- not acceptable. 

I am calling them from another phone and was able to get a supervisor on the line at first request so what kind of business practices are being followed with the payment protection program with paypal. 

I have agents threatening to disconnect the call per I am recording. I am in NC, a OPC state and I had to inform XXXX that I called in and I am contacting them, they are not calling me, so therefore I can record any and all conversations. XXXX then asked to place me on hold, but she muted the phone. I began talking in the background and she takes the phone off mute and tried to backtrack her conversation. I had to inform her, mute is no noise, hold comes with music and she tried to say she put the call on hold .... 

The representatives of this company are incapable of handling business. They do not hesitate to lie and try and offer fluff instead of a amicable solution. 
Agents keep hanging up and disconnecting the call- they are not aware of OPC ( One Party Consent ) and the rules of North Carolina.

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