Consumer complaint received 2025-04-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Formal Complaint Regarding Inaccurate Credit Reporting and Servicing Errors - Account - Impact on Employment To the Consumer Financial Protection Bureau, This complaint is being filed against Synchrony Bank ( hereinafter " Synchrony '' ) regarding inaccurate credit reporting and significant servicing errors related to my PayPal Credit account. I am requesting your immediate intervention to rectify these issues, as this error is negatively impacting my current employment. My sincere hope is to resolve this matter amicably and without the need for further involvement of legal counsel Nature of the Complaint : This complaint concerns the following issues : Inaccurate Credit Reporting : Synchrony has inaccurately reported my account as 30 days delinquent to credit bureaus, directly contradicting assurances provided by their representative and subsequent actions taken by the bank. This inaccurate reporting is now negatively affecting my current employment, as my employer conducts periodic credit checks as a condition of employment. 

Failure to Provide Online Account Access ( Unique to PayPal Credit ) : I have been unable to access my account online through either PayPal or MySynchrony, hindering my ability to manage and pay my bill conveniently. Multiple Synchrony agents have confirmed that the inability to provide online access through MySynchrony is a known issue specifically unique to the PayPal Credit program, indicating a systemic deficiency in their servicing of these accounts. 

Inadequate Customer Service and Escalation : Despite multiple attempts to resolve these issues with both PayPal and Synchrony representatives, including escalating the matter, a resolution has not been provided, and conflicting information has been given. 
Illogical Establishment of Future Payments on a Supposedly Delinquent Account : When XXXX set up automatic payments for XXXX through XX/XX/year>, I specifically asked her to ensure my account was current and that these future payments would not be considered late. It is illogical that she would proceed to establish these future payments if the account was genuinely 30 days past due, as this action would only guarantee continued negative reporting and eventual account failure, directly contradicting my explicit request for assurance of no further delinquency. 

Timeline of Events and Supporting Details : XX/XX/year> : I contacted Synchrony and spoke with agent XXXX ( XXXX # XXXX ) regarding my inability to access my account online. During this recorded call with PayPal Credit Customer Care, XXXX assisted me in setting up automatic payments for XX/XX/year> through XX/XX/year>. I explicitly request that Synchrony review this recorded conversation, as it will unequivocally support all of my claims. During this call, XXXX specifically confirmed that my account was NOT 30 days past due and that the {$71.00} payment I had just made via the XXXX system was indeed for the XXXX payment obligation. She repeatedly assured me there would be no negative reporting to my credit. XXXX also confirmed I was " all good to go, '' and I subsequently received a digital email confirmation from Synchrony outlining these automatic payments. 

Prior to XX/XX/year> : The automated system allowed me to make a payment of {$71.00}, indicated as the only amount due and past due. 

XX/XX/year> : I contacted Synchrony Bank again and was transferred to the collections department. I spoke with a Collections Manager who helped modify my payments and confirmed that the automatic payments were not properly set up by the previous agent. I informed her of the inaccurate credit reporting concern and the need for its removal. She stated she logged a formal complaint but directed me to Customer Service for the credit bureau dispute. During previous and subsequent calls with other Synchrony agents ( dates and agent information available upon request ), it was confirmed that the inability to link PayPal Credit to MySynchrony and the general lack of online access for this specific program is a known limitation unique to PayPal Credit accounts managed by Synchrony. It is important to note that I have multiple other accounts with Synchrony Financial and have no issues making payments or accessing those accounts online, further highlighting the specific servicing failures related to this PayPal Credit account. 

After a XXXX call on XX/XX/XXXX, I was transferred to an overseas representative, XXXX ( ID : XXXX ), who informed me that no managers were available, and I would need to call back. 

Recent Notification : I recently received notification that Synchrony has reported my account as 30 days late to the credit bureaus. This directly contradicts the assurances provided by agent XXXX during our recorded conversation and the subsequent scheduling of future payments, which I specifically requested be set up to ensure the account remained current. 

Impact on Consumer : The inaccurate negative credit reporting is severely impacting my credit score and my ability to obtain credit in the future. Critically, this error by Synchrony is also negatively affecting my current employment, as my employer conducts periodic credit checks as a condition of employment. This situation is causing significant distress and potential job insecurity due to Synchrony 's inaccurate reporting. 

The inability to access my account online, a known issue specific to PayPal Credit as confirmed by multiple agents, creates unnecessary difficulties in managing my finances and ensuring timely payments. The conflicting information and lack of resolution from Synchrony 's customer service have caused significant stress and wasted considerable time.

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 non-monetary relief