Consumer complaint received 2024-11-24 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: MN

Complaint narrative:
Third Complaint Regarding PayPal MasterCard Discrepancies and Resolution Request ( CFPB Complaint Nos. XXXX, XXXX ) I also want to note that I reached out to XXXX for assistance with this matter and have been waiting for a response for over XXXX weeks. As of today, I have not received any communication from them. This additional delay has compounded my frustration and limited my ability to address the issue directly with PayPal.

Dear Consumer Financial Protection Bureau ( CFPB ), I am submitting this third complaint regarding unresolved discrepancies, repeated errors, and financial harm caused by PayPal and Synchrony Banks handling of my PayPal MasterCard account. Despite my previous CFPB complaints ( No. XXXX and No. XXXX ), critical issues remain unresolved. I respectfully request the CFPB to review PayPals practices, investigate potential violations of consumer protection laws, and intervene to halt further charges and penalties on my account until these discrepancies are fully explained, validated, and resolved. I would also like to highlight that PayPals increasingly demanding tone in communications raises concerns about their commitment to resolving this matter equitably. 

Background of Issue 1. Payment Initiation on XX/XX/year> : I submitted a payment of {$7100.00} toward my PayPal MasterCard balance.

My PayPal account initially reflected the payment as completed, and XXXX letters from PayPal confirmed my account had a {$0.00} balance as of that date.

2. Reversal Without Notification : Days later, I was informed that the payment was returned, with a letter dated XX/XX/year>, stating the funds were never received due to insufficient funds. 
Contradictions : My bank confirmed they did not send the funds on XX/XX/year>, due to insufficient funds after XXXX XXXX weekend.

PayPal, however, claimed in a CFPB response that my bank had informed them the funds were sent, directly contradicting my banks statements.

PayPal labeled this as an Adjustment on my billing statement rather than an ACH return, raising concerns about their transparency. 
I was not promptly notified about the payment return, which impacted my ability to resolve the issue. 
XXXX. Successful Payment on PayPal Credit : On XX/XX/year>, PayPal successfully processed a payment of {$2500.00} for my PayPal Credit account without any issues. This inconsistency raises questions about why my MasterCard payment failed.

4. Ongoing Financial Harm : My inability to resolve this issue promptly has led to escalating fees, penalties, and a growing balance, now at {$7500.00}. 
My good-faith payment of {$100.00} on XX/XX/year>, was marked as returned despite sufficient funds in my bank account. This payment was labeled as an Adjustment on my statement, with no clear explanation.

5. Failure to Update Personal Information : Despite multiple attempts to update my contact details, PayPal continues to send correspondence to my former address rather than my current address at XXXX XXXX in XXXX XXXX 
My email address is also outdated, with PayPal still using my XXXX address instead of my preferred XXXX email. 
6. Repeated Refusal to Honor Written Communication Requests : I requested multiple times that PayPal address my concerns in written format through their support ticket system or email. This was to avoid the unproductive phone calls and repeated run-arounds I have experienced in the past. 
Instead of honoring my request, PayPal responded by asking me to call their customer support number, which has repeatedly failed to provide clear or actionable information.

7. Increasingly Demanding Tone : PayPals tone in their most recent CFPB response has become notably more demanding, pressuring me to pay without adequately addressing the discrepancies. This escalation raises concerns about their good faith in resolving the matter and creates unnecessary emotional distress. 

Discrepancies and Errors 1. Contradictory Notifications : Letters from PayPal confirmed a {$0.00} balance on XX/XX/XXXX and XX/XX/year>, only for a XX/XX/XXXX letter to claim the payment was returned.

2. Adjustment vs. ACH Return : PayPal used Adjustment on statements instead of labeling the payment as an ACH return, creating confusion and potential misrepresentation.

3. Conflicting Claims Between PayPal and My Bank : PayPal claims my bank informed them the funds were sent, but my bank confirmed they did not process the payment due to insufficient funds.

4. Delayed Notification : PayPal failed to notify me on XX/XX/XXXX or before XXXX XXXX that my payment might face delays or issues.

5. Failure to Process Partial Payments : My {$100.00} payment on XX/XX/year>, was returned, yet the funds never left my account. This was followed by another late fee and additional charges.

6. XXXX-Linked Errors : My XXXX account attempted to send funds to my PayPal MasterCard without my authorization, leading to ACH return notices despite no actual transaction.

7. Escalating Minimum Payments : The minimum payment required on my account has increased to {$460.00}, further straining my financial resources.

8. Missing Transaction IDs : My {$100.00} payment on XX/XX/year>, had a transaction ID, but subsequent adjustments and fees, including a late fee of {$41.00} and another {$100.00} adjustment charge, did not. 

Potential Legal Concerns 1. Fair Credit Billing Act ( FCBA ) : The contradictory communications regarding my account balance and the unexplained adjustments may constitute billing errors under the FCBA.

2. Unfair and Deceptive Acts and Practices ( UDAP ) : PayPals conflicting statements, delayed notifications, and failure to address discrepancies could be viewed as deceptive practices under UDAP laws.

3. Fair Debt Collection Practices Act ( FDCPA ) : If applicable, PayPals increasingly demanding tone and refusal to address the discrepancies may violate provisions of the FDCPA regarding harassment or unfair practices.

4. Consumer Credit Protection Act ( CCPA ) : The escalating fees and penalties, combined with PayPals failure to resolve the underlying issue, could be seen as excessive and unjust under the CCPA.

Requested Resolution 1. Debt Suspension : I request that PayPal halt all further charges, penalties, and interest until all discrepancies are fully explained, validated, and resolved.

2. Detailed Audit : I request a comprehensive review of my account, including : Why the XX/XX/XXXX payment was marked as completed and later reversed. 
Why the payment was labeled as an Adjustment instead of an ACH return. 
The specific handling of XXXX errors. 
3. Debt Cancellation or Settlement : Given the financial harm caused, I request that the remaining debt be canceled. Alternatively, I offer a {$1000.00} settlement in good faith to close the account, adjusted due to financial constraints and increasing penalties.

4. Address and Email Update : I request that PayPal update my address to XXXX XXXX in XXXX, XXXX, and my email address to my XXXX email. 
5. CFPB Investigation : I respectfully request the CFPB investigate PayPals handling of this issue, including their contradictory communications, delays, and escalating tone.

6. Fair Consumer Practices : Respectfully, I ask PayPal to consider the modest size of this debt relative to their substantial financial standing. Resolving this issue equitably would demonstrate their commitment to fair consumer practices and alleviate the financial and emotional strain this has caused.

Document Reference Should additional documentation be required, I am happy to provide it upon request. I also ask the CFPB to review documents uploaded to my previous complaints ( Nos. XXXX and XXXX ) for proof of my claims and supporting evidence. 

Thank you for your time and attention. I look forward to a resolution that addresses the ongoing discrepancies and provides closure to this matter. 

Sincerely, XXXX XXXX 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