Consumer complaint received 2015-10-27
Company: SYNCHRONY FINANCIAL
State: NY
Product: Credit card
Issue: Payoff process

Complaint:
Several years ago I signed up for a Care Credit card ( Synchrony Bank ). 
In XXXX of 2015 I set up a payment plan with a Synchrony representative ( from their debt collection department ), whereby an amount determined and agreed upon by me and this representative would be automatically debited from my bank account each month and would pay off the XXXX {$300.00} owed within 6 months. This amount was debited each month and I never received any information from Care Credit that there was a problem. 

In XXXX 2015 ( 6 months later ), I received a letter and statement from Care Credit showing that I now owed around {$370.00}. Completely baffled, I read over the statement and saw that they had been charging me fees of {$40.00} - {$50.00} each month without my knowledge. Since the beginning of 2015, I have been charged nearly {$400.00} in these fees ( more than my initial debt which was a XXXX time use of the card for {$300.00} at the dentist ). When I called Synchrony, they explained that the minimum amount due each month had not been met by my automated payment plan. The representative I set up this plan with NEVER told me that the amount would not cover the minimum. If he had, I would have ensured that this amount was paid each month. 

I asked that these fees be credited from my account as I believe they were intentionally charged without my knowledge, and certainly without informing me at the time of setting up the plan. To me this seems like a scam and willfully withholding crucial information in order to collect more debt. The representative refused to allow me to speak with a supervisor about this. I filed a complaint with her and was told that I would be contacted soon by a supervisor. In good faith, I paid the remaining balance on my card XXXX what it would have been without the late fees ) -- an amount around {$170.00}. I waited but never received a follow up call. 

In XXXX 2015, I received a statement saying that I still owed ~ {$370.00}, even though I had paid {$170.00} in XXXX. They were still charging me fees. I called the company again and was told that my complaint had been marked as " resolved '', even though I had never been contacted by phone, mail, or email. I proceeded to file another complaint. 
After explaining this situation to XXXX representatives, I asked to speak to a supervisor. They told me that it was unlikely I 'd be able to speak with a supervisor as he/she was " busy '', but that I could be put on hold. I waited on hold for XXXX minutes before hanging up. 

I believe the deceptive tactics used to set up my payments and continue to be used to ensure that my debt continues to accrue are reprehensible and predatory. I would like to have the full amount of the fees charged to my account in 2015 removed from my account. I am happy to pay any remaining balance I owe from the original debt, but I do not think I should have to pay these fees that were charged to me without disclosure from my conversation/payment plan set up in XXXX 2015 until the present.

Company response to consumer: Closed with monetary relief