Consumer complaint received 2023-10-30
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I currently have an Amazon Store Card issued by Synchrony. My problem first originated over a month ago by Amazon on XX/XX/XXXX. I ordered a XXXX XXXX using the Amazon Store Card which was shipped but never delivered to me by their in house delivery company. After reaching out to Amazon Customer Service a few days after the expected delivery date, I was told they have to wait 30 days from date of purchase before they can issue a refund. I did unfortunately made the mistake of ordering another XXXX XXXX in hopes to replace the item that never arrived. The second XXXX XXXX did arrive and I held on to it unopened as I waited for resolution of the lost unit. After a few weeks of going back and forth with Amazon regarding the lost product, I decided I didn't want to keep the second XXXX as their customer service left an awful experience for me. The second laptop was returned and I received my refund posted to the XXXX XXXX on XX/XX/XXXX. At which time, the Synchrony app updated the minimum payment due from the original {$630.00} down to some amount in the {$400.00} range. I was relieved to see they would adjust the minimum payment due as a large refund took place. 

On XX/XX/XXXX, a full month after my original purchase, I contacted Amazon again asking for my refund. At which time, the customer service agent assured me I will get my refund, which again never came. I reached out 5 days later on XX/XX/XXXX and again a customer service agent assured me I would get a refund. However due to my previous experience, I requested to speak to a supervisor to get my refund. The supervisor was able to issue my refund during our conversation with no further issues from Amazon themselves. After the second large refund posted to my account, the Synchrony app again updated the minimum payment due to {$210.00}. A couple days later on XXXX XXXX, I manually paid the {$210.00} minimum payment through the Synchrony Mobile App. I thought my ordeal was done with this saga.

However two days later on XX/XX/XXXX, Synchrony debited my bank account for the {$410.00} difference from my manual payment to the original minimum payment. When I called Synchrony customer service, why their App was showing an updated minimum payment while they billed my bank account for the previous minimum. The agent said, something in the tune of " you should not trust the app, and only check your account information on the website ''. The customer service agent consulted with others on her team and said they can not return the extra payment since the minimum payment hasn't changed. 

The app I've using the entire time was the Synchrony App, not Amazon app for clarification. If their own app was showing an updated minimum balance from large refunds it would be natural to believe that Synchrony was updating the minimum due in their systems. It is extremely deceiving to have their own company app show a decreasing minimum due from large refunds if such changes were not occurring in reality.

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