Consumer complaint received 2017-07-17
Company: SYNCHRONY FINANCIAL
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
In XX/XX/XXXX, I opened an account for a Walmart credit card ( which is administered by Synchrony Bank ). I was approved for a card with a {$2600.00} credit limit.
On XX/XX/XXXX, I purchased the first half of a season ticket membership from the XXXX XXXX XXXX XXXX in the amount of {$540.00}. I was purchasing the tickets on behalf of my daughter who was interested in tickets to upcoming XXXX tours in late XX/XX/XXXX and XX/XX/XXXX. The money was supposed to be charged in two separate payments ( the second payment would be in late XX/XX/XXXX, also in the amount of {$540.00}.
Several months passed, and I did not receive a bill. I searched high and low for the credit card information because the number on the back of the credit card goes in to a voice mail that includes nonstop advertising and after 20 minutes still did not connect to a customer service representative. I tried to call on a weekend and got a recording that they only accept calls Monday through Friday before XXXX XXXX EST. The middle of XX/XX/XXXX, I received a bill ( my FIRST bill ), which stated that I was 2 payments behind. I was charged 2 late fees for {$35.00} each plus interest. I was very angry, as my mailbox goes to a lock box, and I receive everything. I have worked very hard to restore my credit, and I feel this company never billed me in the first place. I was uncertain, at first, if the XXXX XXXX had not billed me yet since they are for tickets in the future.
On Monday, XX/XX/XXXX, I contacted Synchrony Bank ( again dealing with their inconvenient and confusing, terrible, voice mail system, which bombards you with advertising for XXXX XXXX, etc, etc. ). I spoke to a total of 5 customer service representatives ( in XXXX ) who were for the most part unwilling to help me. Eventually, the last customer service representative removed the fees and told me that they would remove negative reports on my credit ( the fees were removed, but my credit is still being impacted by this horrible company ). I paid a payment, and set up an online account ( which was also very difficult because it took two calls just to get confirmation that it worked as I kept getting error codes while I was trying to set it up with a representative ).
I am still being shown as in default for a bill that I would have paid had I ever received a bill, and my credit limit was reduced to less than the amount owed. I have a {$500.00} credit limit now rather than the {$2600.00} limit I had to begin with.Synchrony Bank refuses to restore the original credit limit.
I believe this company is doing this so that they can raise your interest rate when they report your payment as late. Also, they make it difficult to consult with their company, and they charge outrageous fees. I will be closing this card once the payment is paid in full.
Interestingly, I am receiving offers for credit repair services phone calls on my cellphone now, and I have received late payment notices after the 1st bill ( they consider it my 3rd bill ). I have no problem receiving all of this harassment now that they have put in this status. It all arrives in my mailbox and on my phone.
This company is the worst. I contacted Walmart 's customer service line at their corporate offices. There has been no response to my phone call. This is the card Walmart advertises on their website. It has been the worst experience ever.

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 explanation