Consumer complaint received 2024-10-31 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: MD

Complaint narrative:
XX/XX/XXXX Thu {$14000.00} was due XX/XX/XXXX Tue I happened to log into my XXXX XXXX XXXX account and noticed my autopay was withdrawn from this bank account with insufficient funds so it was being reversed by the XXXX XXXX XXXX. 
My XXXX passed away so for the XXXX  time I couldn't make sure the autopay setting had the correct bank account with sufficient funds. 
Right away I tried to pay the {$14000.00} from the correct bank account but PayPals website didnt let me pay {$14000.00}.

To let PayPal know the correct bank account to autopay from, I immediately changed to the correct bank account for autopay online.

I called PayPal Credit Card /  Synchrony Bank to try to pay over the phone. 
The automated phone payment system didnt let me pay either so I tried to get help from a customer service representative but she said she couldnt take my payment over the phone. 
I told her I had already changed to the correct bank account for autopay online. 
I asked if I could wire them the {$14000.00} but I was told no. 
I begged her to let me pay the {$14000.00} but I was told no. 
She told me there was nothing I could do to fix this error. 
She asked me to wait until I get charged interests and fee ( XXXX ) to call them back. 
She said XXXX notate my account for when I call back. 
She promised they would help me when I call back to have the interests and fee ( XXXX ) waived. 
I escalated this and got transferred to XXXX. 
XXXX told me the same things. I also begged her to let me pay the {$14000.00} but I was told no. 
I asked XXXX if PayPal could improve their website to enable online payments like the one I was trying to make but she replied with a absolute no. 
I started checking my PayPal credit card account online daily, multiple times a day if possible, to try to pay the {$14000.00} online. 

XXXX XXXX XXXX  transaction history : XX/XX/XXXX ACH Debit - INST XFER PAYPALWEB XXXX XXXX XXXX XXXX XXXX - {$14000.00} XX/XX/XXXX Return Item Credit {$14000.00} XX/XX/XXXX ACH Debit - RETRY XXXX XXXX XXXX XXXX XXXX XXXX XXXX - {$14000.00} XX/XX/XXXX Return Item Credit {$14000.00} XX/XX/XXXX Return Item Credit {$14000.00} I should have been able to pay on XX/XX/XXXX. 

XX/XX/XXXX XXXX Debit - RETRY XXXX PAYPALWEB XXXX XXXX XXXX XXXX XXXX - {$14000.00} PayPal retried withdrawing from my UFB Direct bank account despite everything I had already told them over the phone and my correction of XXXX bank account on XX/XX/XXXX. 
My bank could have charged me another {$25.00} fee. 
PayPal retrying the wrong bank account also resulted in additional delays and thus interests I should not owe. 

XX/XX/XXXX Tue XXXX was returned email from PayPal credit card but the website still didnt let me pay online. 
This email also says Payment method XXXX Bank XXXX in XXXX Even though payment method was XXXX XXXX Bank. 

XX/XX/XXXX Wed Debt collection email from Synchrony Bank saying I owe {$15000.00} now so I checked my PayPal CC account online : Now theres a new {$250.00} Adjustment ( aka interests ) backdated to XX/XX/XXXX in addition to the Adjustment of {$14000.00} backdated to XX/XX/XXXX Theres also a new {$30.00} RETURNED CHECK CHG fee dated XX/XX/XXXX. 
I called back and talked to XXXX I told XXXX the context - about my call on XX/XX/XXXX begging to pay the {$14000.00}, my accounts notation about that phone call, that I was told to wait before calling back, that I was promised they would help me when I call back about the interests and fee ( XXXX ), etc. 
XXXX told me she couldnt waive the interests and fee. 
She said she was filing an internal complaint to the back office on my behalf but no one will follow up with me, there was no one I can follow up with, no case no. was created and given to me, etc. 
I paid the {$14000.00} online while XXXX was on the phone. 
I escalated this and got transferred to Account XXXX Summer. 
I also told XXXX the context but he said he could not waive the interests because they dont waive interests. 
He said he could not waive the fee allegedly because its charged by my bank but my bank already charged me a {$25.00} fee which they kindly waived so I messaged my bank about this fee and Im waiting to hear back.

If its true, this fee could have resulted from PayPal retrying to withdraw from the wrong bank account despite everything I had already told them over the phone and my correction of autopay bank account on XX/XX/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