Consumer complaint received 2024-10-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: MD

Complaint narrative:
This is regarding late fees by SYNCB/PAYPALSMARTCONN XXXX XXXX XXXX XXXX, FL XXXX XXXX I rarely use PayPal due to consistent customer service issues. On XX/XX/year>, I purchased a ticket to an event where they were requesting PayPal as a payment service. In late XXXX, I learned via email from PayPal/Synchrony Bank that I had a bill for {$72.00}. I tried contacting PayPal/Synchrony Bank regarding the bill and was told that they were unable to locate my account. I was sent to the fraud center, still, my account was not found. I am always transferred several times before someone can help, so, this was a surprise. This effectively prevented me from removing the initial late fee. I called again in XXXX and got someone on the phone. They discussed a late fee regarding an {$18.00} charge on XX/XX/year>, which is also what I saw online after the failed XXXX call. The charge was paid by XX/XX/year>, before the XXXX due date. I was under the impression from the call that the {$18.00} was late. The agent I spoke with said that he would remove the late fee. He did. However, there were 2 late fees. By the time, I realized what was going on, I was up to 3 late fees. I contacted PayPal in XXXX and was told that they only remove one late fee at a time, every three months. I asked them to stop tacking on fees when the payment is already paid. Today, I learned that the late fee started in XXXX for a {$27.00} purchase made on XX/XX/year>, due XX/XX/year>, and was paid when my bank delivered the payment on XX/XX/year>. I have contacted PayPal several times over the years because they kept denying my bank 's request for e-statements to set up autopay via my bank. In several phone calls, agents claimed to have corrected the issue, which was that they had my incorrect address for over five years, though I changed it several times. I also had to call PayPal when they threatened to charge me for paper statements after I requested e-statements repeatedly over the years. PayPal had denied my ability to autopay via my bank, and the payment of {$27.00} was delayed. I thought it was a {$18.00} payment but after reviewing my statements on their website, I see the issue began with the {$27.00}. I discussed this with the agent who claimed to have refunded me the initial late fee. I need to also mention that I have called Paypal several times regarding emails coming in for fraudulent charges. It is extremely difficult to get something resolved with them, and I delay making the calls until I am able to make time to deal with the constant transfers. I am filing this complaint because I told PayPal that I would report them in XXXX for fraudulently tacking on late fees to payments that were already made and telling me that I have to wait 3 months each time for them to remove it. Paypay then sent me a paper mail ( the one they claim will charge me for if I do not switch to e-statements that I switched to over 5 years ago but they ignored this request ) threatening to place me as delinquent on my credit report. The current listed amount as owed on the Paypal website is {$160.00} late fees tacked onto late fees. It is listed on my credit report as me being delinquent. This is a false statement and used as a threat against me.

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