Consumer complaint received 2021-09-27
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
What I care about is my XXXX balance due was {$16.00}. I paid {$32.00} ( 2 x {$16.00} ) by XX/XX/XXXX and {$32.00} of charges were made. My balance should be XXXX because the last {$16.00} charged should be covered by the second {$16.00} payment in XXXX QVC says I owe {$17.00}. 
REFER TO : XXXX ; XXXX The {$16.00} payment I made on XX/XX/2021 should be applied to my XXXX XXXXnstallment payment 5 of 5. 

This is the breakdown chronologically : XX/XX/XXXX On XX/XX/XXXX, I made a {$16.00} payment to my QVC credit account with my XXXX  checking account BillPay. 
{$16.00} was the total balance of my QVC account and the total amount due by XX/XX/XXXX according to my bill. 
REFER TO : XXXX XX/XX/XXXX On XX/XX/XXXX, I checked my QVC account online to make sure my {$16.00} payment was applied. I was surprised when my QVC account stated that no payment was made on XX/XX/XXXX. 
I immediately called XXXX XXXX ( XXXX ) and the representative said there were no payments made recently to the account. She took a phone payment for me and I used XXXX XXXX  XXXX XXXX XXXX acct to pay the {$16.00} total balance due. 
She suggested I open a Missing Payment Dispute for the XX/XX/XXXX payment that was never applied. I agreed. A credit of {$16.00} was applied to my QVC acct that day as a courtesy while my missing payment was being investigated. 
REFER TO : XXXX ; XXXX XX/XX/XXXX As of XX/XX/XXXX, my {$16.00} XX/XX/XXXX payment was applied and my {$16.00} XX/XX/XXXX payment was applied to my QVC account. 
REFER TO : XXXX On XX/XX/XXXX, my Missing Payment Dispute was closed even though QVC said I had 15 days to send evidence. My dispute was opened 2 days prior on XX/XX/XXXX. In addition, QVC researched the wrong payment. I asked for the XX/XX/XXXX payment not the XX/XX/XXXX payment to be researched for my Missing Payment Dispute. 
REFER TO : XXXX ; XXXX XX/XX/XXXX QVC says that my {$16.00} XX/XX/XXXX payment was returned to my bank unpaid. I never received a {$16.00} credit from QVC to my XXXX XXXX  acct and my balance shows {$16.00} was debited from my XXXX acct through XXXX on XX/XX/XXXX. 
REFER TO : XXXX XX/XX/XXXX QVC says my balance is XXXX but I made to {$16.00} payments. I should have a {$16.00} credit on my account to be applied to my next bill. 
REFER TO : XXXX XX/XX/XXXX QVC message is very confusing, and Id like these questions answered : When was the {$16.00} XX/XX/XXXX payment returned to my XXXX  XXXX  acct? 
What 2 charges were made this month? Why were ( 2 ) monthly installments charged in the same month? 
The XX/XX/XXXX payment was a courtesy credit which was reversed when my Missing Payment Dispute was denied. I made payments on XX/XX/XXXX and XX/XX/XXXX. 
REFER TO : XXXX ; XXXX XX/XX/2021 This is my XX/XX/XXXX QVC billing activity to date. Please review the notes. 
REFER : XXXX Also, as of XX/XX/XXXX, I have not received any credits from QVC or Synchrony to my XXXX  XXXX  account. QVC says the payment made from XXXX on XX/XX/XXXX was returned and it should be credited back to XXXX acct. 
FILE : XXXX I have never been billed in 1 month for XXXX Installment payments like I was in my XX/XX/2021 bill. However, I dont care about that. 

What I care about is my XXXX balance due was {$16.00}. I paid {$32.00} ( 2 x {$16.00} ) by XX/XX/XXXX and {$32.00} of charges were made. My balance should be XXXX because the last {$16.00} charged should be covered by the second {$16.00} payment in XXXX QVC says I owe {$17.00}. 
REFER TO : XXXX ; XXXX The {$16.00} payment I made on XX/XX/2021 should be applied to my XXXX XXXX payment 5 of 5.

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