Consumer complaint received 2023-03-22
Company: SYNCHRONY FINANCIAL
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
XX/XX/XXXX : I did XXXX XXXX XXXX, the total fee is {$5700.00}, and the clinic set up installment payment with a monthly payment of {$230.00} using Synchrony Care Credit Card and pay the total within 2 years. 
XX/XX/XXXX : I Received a huge amount of interest charge on the credit card, saying that I have not paid in full within two years and therefore demanded a huge interest fee of {$3300.00} I checked the reason why I didn't finish the payment : 1. The credit card company changed my monthly payment into a minimum monthly payment of about {$130.00} without my authorization. 2. They added me to the card security plan without authorization. I did not agree on all of the changes and the company did not notice me at all! 
XX/XX/XXXX : I called them more than 10 times to ask why my monthly payment was changed and they charged me card security fee every month, with a total amount of {$2000.00}. They claimed it's a promotion, but what kind of promotion is this! I did not say yes to this neither did they notify me. This a scam and a fraud! 
XX/XX/XXXX : After arguing with them, they promised they will refund the entire card security fee, but they only refunded {$900.00}, not {$2000.00}. They still owe me {$1100.00}! 
XX/XX/XXXX : The credit card department told me that my due date is XXXX. If I can pay off the remaining money before then, all the interest ( the {$3300.00} they charged me ) will be refunded, but I told her that my remaining includes card security plan {$1100.00}. Credit card department suggested that I have to wait for the card security department to refund me before paying the remaining balance. 
XX/XX/XXXX : The card security department promised me to refund the money but still didnt refund it. As a result, I still couldnt pay off my credit card fee. They promised me that their supervisor would call me in one day. However, neither my husband nor I have received a message so far. I have returned to my own country on XX/XX/XXXX and told them please contact my husband, but there is still no updates. 

In conclusion, I should only need to pay {$1800.00} to credit card department, because from XXXX to now, according to my payment record from XXXX XXXX  I've already paid {$3800.00} ( Total surgery fee is {$5700.00} ). I should receive {$1100.00} refund from the Card security department first and then, I can pay {$1800.00} to credit card department, as the credit card department promised, they can help me waive all interest if I can pay off by my due date XXXX. However, I haven't received the {$1100.00} refund of card security fee, and I don't know what to do if they lied again. They also threatened me that if I failed to pay in full on due date XXXX, they will charge more fees. I'm very scared and very sad. 

I am not in the US now and will be back on XXXX. I already info them to contact my husband but we still didn't receive any information and we are really scared if we will be charged more.

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 monetary relief