Consumer complaint received 2022-12-28
Company: SYNCHRONY FINANCIAL
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
It was a new XXXXXXXX XXXX XXXX  Credit Card. I had upgraded with a trade-in to a new XXXX XXXX XXXX XXXX XXXX XXXX I used cash, also, but the store set me up with a Loan from Synchrony XXXX for the balance with a minimum payment of around {$270.00} due on the XXXX of each month starting with XX/XX/2022. I had to set the account up myself to have the payments go through my bank. I've never had to do this before. Synchrony uses the credit card number for the account. I used my routing number and included my debit card number attached to the checking account, submitted it XX/XX/XXXX. Payment did not go through as the checking account number was wrong. A robocall came informing me of that fact, asking me if I wanted them to resubmit it. I answered yes, but wised up after that. I spoke with my bank and they told me to use the checking account number, told me where to find it. On the XXXX or the XXXX, I fixed the information in their system. My banks name came up in the account, along with the last XXXX digits of my checking account number with my bank. I had every reason to believe my information was correct. Still nothing was pending in my account. I was trying to get the loan paid off quickly, so my first payment was about 12 times the minumum due. 
Customer Service was quick to offer to resubmit my payments. The money was in the account, but nothing was going through. Payments were resubmitted about 4 times, but nothing was being done to correct the problem. I went to my bank on the XX/XX/XXXX. They advised me to speak with a Supervisor or Bank president to get the problem resolved once and for all. I finally was able to reach a supervisor, who changed the information for me in my account and discovered when I had changed it to the correct information, I had accidentally put in one number too many I was unable to see. I was assured the payment was going to go through finally. On the XX/XX/XXXX, the payment went through to Synchrony Bank. I secured a loan through my bank for the payoff amount to Synchrony on XX/XX/XXXX. On Tuesday, XX/XX/XXXX, I went online to pay off that balance only to discover they had closed my account with no warning, no reason. All my payment information was also wiped out. I spoke with an account manager at Synchrony that I wished to pay off the balance. She tried to tell the XXXX payment never cleared either. I had my local bank information open on my laptop and it clearly showed that payment had gone through on the XXXX. I informed the account manager of that fact in no uncertain terms. She took care of the transaction to pay off the balance. It went through on XX/XX/XXXX. I have received 2 notices from Synchrony. One states my JCPenny card through them was closed because I made dishonored payments on other accounts with Synchrony Bank. No. There was a problem with account and finding someone to fix it was a nightmare. The XXXX notice from Synchrony Bank came yesterday, XX/XX/XXXX stating that my account was closed with Synchrony Bank indicative of high risk of failure to pay. It's more like eagerness to resubmit a payment instead of checking the information on the account! They also charged me an extra {$30.00} for insufficient funds. I may not have the exact wording right as my entire account and all the activity on it was wiped out. The money was there, but the information was WRONG!

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