A few days after filing the BBB complaint, posting here and talking with a supervisor again, PayPal Credit (Synchrony Bank) finally fixed the balance problem. As a result I will take no further action and will not be closing my account. However, I'm still wary of this type of thing happening for other customers and I'm not at all happy with how long it took and that communication with the relevant internal PayPal Credit team was never possible or made. I still want to hear from that team via e-mail about what happened, why it happened, and how they are going to prevent it from happening to other customers. The supervisor told me my original requests to have the balance problem fixed were denied. The main problem with this is not just that the requests were denied, but that there was no way for PayPal credit customer service supervisors to communicate with the team that manages account balance issues. The lady told me she had no way of talking to them other than filing a complaint. Important customer problems can go completely ignored with no direct communication with the relevant team. This reminds me of the product review team at amazon; if a review is wrongly taken down you have a near-zero chance of meaningful communication with that team. I hate situations like this where certain offices are brick-walled to customer or even manager communication. It leads to bad feelings, wasted customer service time and regulatory complaints. This brick-walling practice needs to stop.
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