Consumer complaint received 2023-02-06
Company: SYNCHRONY FINANCIAL
State: SC
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Due to the XXXX XXXX XXXX XXXX, I was made sole account holder of a Care Credit account per a letter dated XX/XX/XXXX and sent to me by XXXX Credit Bureau Services. The following is a timeline of my communications with Synchrony concerning the debt settlement of this account. 
Context : Ex-spouse and I opened this account in XXXX. Ex-spouse was assigned this debt in our divorce decree dated XX/XX/XXXX. Ex-spouse was ordered to pay off the balance and close the account. Ex-spouse closed the account, but did not fully pay off the balance. Care Credit does not recognize our divorce decree and I became the account holder in the above referenced letter. The balance was {$4900.00} at the start of the issue. 
XXXX : XXXX XXXX from Synchrony Credit Bureau Services naming me account holder. Did not receive until XX/XX/XXXX because it was mailed to Executor of Ex-Spouses estate. 
XXXX Called Synchrony/Care Credit and spoke with XXXX. She transferred me to XXXX in the Settlement Department. Settled from {$4900.00} to {$1900.00} to be paid off in XXXX installments, or sooner : XXXX. XXXX $ XXXX Paid XX/XX/XXXX XXXX. XXXX $ XXXX Paid XX/XX/XXXX XXXX. XXXX $ XXXX Paid XX/XX/XXXX I paid the XXXX payment of {$650.00} that day. This left {$1300.00}. *See attached PDF for agreement document. 
XXXX Called and spoke with XXXX- I satisfied the settlement amount by paying the remainder of the settlement at {$1300.00}. Confirmation # XXXX. XXXX told me I would receive a payoff letter. 
XXXX Called and spoke with XXXX XXXX then XXXX XXXX My account was not corrected to show the settlement was in action or that I had paid off the account. They spoke with agents who were supposed to correct my account. 
XXXX Called to ask about my payoff letter and to cancel my automatic withdrawal. I spoke with XXXX who assured me that there would be no automatic withdrawal on XX/XX/XXXX since my account was paid in full. She had to read my customer service account notes to see that my account was paid as it was still showing I had a balance. 
XXXX An incorrect automated payment of {$650.00} was posted out of my XXXX bank account ending in XXXX. 
XXXX Called and spoke with XXXX who deleted the remaining automatic withdrawal date of XX/XX/XXXX from my schedule and connected me with XXXX XXXX from customer service, who was able to issue me a refund check. My payoff letter should take a billing cycle. 
XXXX XXXXt did issuXXXX a refund via check ( # XXXX ), which I voided since I disputed the automatic withdrawal and received the credit from my bank. 
XXXX Called to ask about my payoff letter. Spoke with XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. 
XXXX told me I still had a balance of {$110.00} for XXXX billing cycle because my account was not updated to show I had satisfied the settlement. I corrected the information verbally. XXXX was able to file a report for them to review my account as he admitted they were confused. I was assured I should be getting a payoff letter soon and I can disregard statements. 
XXXX I still haven't received communications confirming the account is settled, but I have received a statement saying I owe {$3900.00}.

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