Consumer complaint received 2021-12-03
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2021 I made a payment using by XXXX XXXX XXXX XXXX checking account to make a payment through the Synchrony bank app in the amount of {$3600.00}. 

The next day I checked the app to make sure the payment was properly processed and credited to my credit card account. When I proceeded to check pending payments or payments made to the account, the system was not showing my payment as posted or in a pending status. At the moment I was under the impression I did not properly execute the payment the previous evening. I resubmitted the payment request on XX/XX/2021 in the amount of {$3600.00}. The payments were debited from my checking account respectively on XX/XX/2021 and XX/XX/2021 in the amount of {$3600.00}. 

On XX/XX/2021, I called Synchrony bank and explained the situation to a representative. The representative advised me they will be able to issue a refund check and it would take anywhere from XXXX business days for me to receive the refund check. I was in agreement with a refund check being sent to me at that moment. 

On XX/XX/2021, I contacted Synchrony bank again advised them I have not received a refund check to date. The initial representative I spoke with advised me a trace would be done on the check and if the trace returns showing the check has not been processed, another refund check would be mailed with XXXX business day for receipt. 

I kindly asked the representative if an exception could be made that the the funds are sent back to me electronically. The representative told me they ( XXXX ) were not able to submit the refund electronically. I advised the gentleman I have waited a month and I have other obligations that need to be met and also this is the holiday season. The representative reiterated XXXX is unable to make such a transaction. I explained the representative I was going to make a complaint with banking regulatory agencies about this issue. The representative advised he would have to transfer me to an Account Manager for further resolution. 

I spoke with Account XXXX XXXX and she basically reiterated what the previous representative told me. I asked XXXX to kindly transfer me to her supervisor or someone of higher authority. XXXX then transferred me to another Account XXXX named XXXX. I explained the situation to XXXX ; I even advised him Synchronys app regarding the specifics of my account was not showing current or up to date information and this led me to make another payment on my account that was not required. XXXX also advised he could only send me a refund check in the mail. 

I asked both XXXX & XXXX for the telephone number and/or email contact for XXXX XXXX XXXX team and both of them advised me they only have an address to submit my complaint. While I had XXXX on the line, I conducted a search via XXXX for executive contacts for the bank. I advised XXXX I found the contacts below and he confirmed these are official contacts at the bank. Please see below : XXXX XXXX XXXX XXXX XXXX, Complaints XXXX Inquiry Response Leader XXXX XXXX XXXX XXXX XXXX, CT XXXX XXXX XXXX XXXX Corporate Consumer Relations XXXX XXXX XXXX XXXX XXXX, CT XXXX XXXX I stated to XXXX I will be contacting the individuals I have listed as well as the regulatory agencies outlining this issue.

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