Consumer complaint received 2021-10-25
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I obtained a Care Credit card for XXXX  XXXX  from Synchrony Bank in the amount of XXXX with a 2-year promotional period with no INTEREST, of which I just paid off before my promotional period ends next month XX/XX/2021. When I took the card out they asked if I would like to get insurance in case I became ill or hurt myself the card payment would be paid. I said sure, I have done this with other cards before. Well after about 4-5 months I saw that my balance was going up on my Care Credit account, when I phoned they said it was because I did not make enough of a payment to cover my card insurance. I said I paid what I was invoiced each month. They said it wasn't enough? I said well if you don't bill me the right amount how am I suppose to know it? I canceled right then and there. I then still noticed an influx in my balance going up rather than down and again called. I said look, I am on a promotional no interest time frame with this card and why is my balance going up and why does my balance on the web site read more than my promotional balance on another page of the site? They said well what was added on was the interest I owed from insuring my card. They told me I could call and try to get these fees taken off and they gave me a phone number, which I called and they said they would take the fees off and credit my account. I waited some time to see it reflect on my account and still there was more there than I owed. As of XXXX, 2021 I talked to a account specialist that spent actually 4-5 hours on the phone with me going over everything. I told her I should actually only owe like a XXXX more dollars but that they are still saying I owe. XXXX. She calculated all my payments and said she had eliminated all kinds of fees on her side and that my next bill should reflect that and that it should read my promotional balance XXXX because my XX/XX/2021 payment was XXXX and they would owe me money back. She said I would have to pay the amount they are stating on their site for payment so I would not be late. I paid it. Next billing cycle my balance still was wrong it now said I owed still XXXX. I again called and they sent my call to a account specialist, this guy would not look up the girl who had spent so many hours on the phone trying to fix my account ( XXXX and her notes ) and said pay what you owe or we'll add all your interest back in and file against you. Long story short, I ended up having to pay and paid off my account a month early as I was worried they would hit me with the interest before my last payment. They now actually owe me over XXXX dollars for this account and refuse to talk with me about it. They got my money in hand now and are very crooked people. By the way the credit card insurance company they pretend to be a separate entity is actually them. Just another way to XXXX you out of money. Do not use Synchrony Bank, the worst! Also when I took the card out, they said I would get to pick a payment plan for my non interest promotion, that never happened they picked it and gave me the shortest amount of time to pay it back giving my high payments, it was liking having a second car payment for 2 years. Horrible BANK.

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