Consumer complaint received 2021-03-10
Company: SYNCHRONY FINANCIAL
State: DE
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
A few purchases were made online back in the fall months of XXXX at XXXX using my XXXX  credit card issued with their credit card company Synchrony Bank ( SYNC bank ) for value payments or easy, no interest, monthly payments with the first payment made at time of purchase and the remaining monthly payments charged every 30 days from the order ship date. However, I paid the monthly payments early, well before the due dates, using my own XXXX XXXX  credit card which was an option made available by XXXX when I checked into my XXXX account. My XXXX account openly displayed to me that no payments were owed or due any longer. However, I received email bills from the XXXX credit card company even though no payments due or owed showed up in my XXXX online account. Filled out two forms to dispute this with that credit card company. Followed up and faxed out to them ( 1 ) proof of early payments, paid for numerous months not yet owed or due, to totally pay off any and all owed payments, for purchases made online in my XXXX  account using my XXXX credit card at the time of purchase, and ( 2 ) proof those early payments were made with my own XXXX XXXX credit card, and ( 3 ) copied and pasted proof from my XXXX  account that no payments were owed or due as proof too. Communication with XXXX credit card company SYNCH Bank has been time consuming, difficult, and confusing. Difficult to login at times, ( copied and pasted proof of that sent to them by email ), had an unresponsive chat trying to get answers until I posted in chat to them that I would contact consumer affairs. Received email to talk to them live and on telephone so I telephoned them on XX/XX/XXXX. Telephoned them earlier than XXXX XXXX  but received a message to hold to speak to an agent about XXXX XXXX. Telephone was disconnected about XXXX XXXX as I expected. I used so much time trying to have them explain why my XXXX account showed no payments owed and why they continue to bill me. Also contacted XXXX  who stated numerous times they had no access to my XXXX  credit card account although the amounts paid for value payments show up on my XXXX  website account, what card ( s ) were used to pay, and that no payments were owed or due Tried diligently to understand why this was happening by sending emails, filling out and faxing forms to Synch to investigate and acknowledge ( 1 ) my XXXX account showing no owed payments, ( 2 ) proof of my payments made through my own XXXX XXXX  credit card to my XXXX account for value payments not yet owed or due ( which were made early for a number of months before due date ) from my payment history online at XXXX, and ( 3 ) proof copied from my XXXX XXXX  account of payments made. At XXXX XXXX  today that telephone call they requested me to make to them was disconnected with no live response as I expected would happen. Was on hold with them on phone since online XXXX XXXX. I am a XXXX, age XXXX, retired from state employment as a XXXX, hired as a state employed RN after being a state employed XXXX XXXX XXXX XXXX as well, but still working in XXXX, XXXX in a long-term facility in the private sector. Used so much time trying to do the right thing if money was owed to them but needed to receive an explanation to understand why my XXXX account showed no payments were owed any longer so many months ago yet the credit card company wanted more payments made by me directly to them. Time is very precious now due to time being used to be covid tested weekly, sometimes bi-weekly, and time needed to protect myself, my family, my facility residents, and the public I come in contact with by spending hours cleaning and sanitizing my car, house, all surfaces touched or work items placed on, and work devices I carry to work belonging to me due to care given to those who tested positive and those who may test positive in days to come. I am in need of time and peace without this kind of struggling so I am considering paying them even though my XXXX  account shows no money is owed. Why? So I am not consuming time dealing with this any longer, my conscience is clear if I was wrong since nothing was explained or proven to me, so they leave me alone to spend time to focus on important things, and mostly so I can close out that credit card account with them only still open to deal with these issues. But I wanted and still request a statement with a total amount owed from both XXXX and their credit card company. XXXX still shows in my online account that no payments are owed for any months now or forthcoming. I need and want a statement and an explanation why XXXX allowed me to pay off all monthly payments early, numerous months before the every 30 days charges, using my own XXXX credit card and then showing no payments owed for month after month yet their credit card company continued to ask for money to be paid directly to them! Nevertheless, at this point, the XXXX credit card company was unresponsive live on telephone today, XX/XX/XXXX and in online chat in the past for an extended period of time until I texted them that I was contacting consumer affairs and copied and pasted the chat and emailed it to them while in chatroom as well ( two forms of communication ). Only then did the chat agent respond after I waited in chat online for an unreasonable amount of time but they were already informed early in chat messages sent that I had to soon get ready to leave for XXXX duties at my place of employment so I had to leave the chat. While waiting in chat, when they were unresponsive, I texted the issues and my questions. When they finally responded after I told them I would submit a complaint I did copy and paste the issues and my questions previously sent before ending the chat so I could get work ready. My concern still continues not only for me but for community members who might have the same issues. Henceforth, I sent this complaint to my states Attorney Generals Office Consumer Affairs including my credit card account number and my XXXX  customer ID number giving them permission to let them access my accounts hoping they might be able to explain why this was happening, if any money was really owed, and why payments owed and due would not show up in my XXXX online account. I can fax pages or mail those pages that were faxed out to the XXXX credit card company to you as well. I saved and printed proof that faxes were delivered to them at the phone number they provided. Dates will be on the faxed pages sent to the credit card company and I can forward emails sent to both XXXX and their credit card company if you give me your email address. All this is so complicated and time consuming so the pages of proof are best to be reviewed for dates, amounts, proof of payments, questions asked, and communications. The pages showing proof are probably close to XXXX so the time used to fax those to the credit card company were not used for resting or sleeping as needed. Just wondering why getting answers when needed to make sure the right thing is done is made so complicated and time consuming?

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