Consumer complaint received 2023-11-03
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I made a substantial payment of {$5300.00} to Synchrony Bank ( Care Credit ) in XX/XX/XXXX. Thereafter, a non-promotional charge of {$350.00} appeared on my balance. I immediately called to rectify the discrepancy and have been advised that it would take up to 60 days to resolve. Several supervisors have subsequently reviewed the account and agreed that the charge should not be reflected on my account and adjusted. I have also been charged interest each month for the non-promotional balance ( I have never made a non-promotional purchase ). As of XX/XX/XXXX, I spoke with a supervisor and was told that it would take another 60 days to resolve. The following are ll my notes with Synchrony/Care Credit : XX/XX/XXXX spoke w/XXXX following payments will be allocated from {$5300.00} payment recvd : XXXX : {$630.00} ; {$1300.00} ; {$1500.00} ( {$2000.00} original purchase ) ] ; XXXX : {$1100.00} ( entire amount ) ; XXXX : {$290.00} ( entire amount ) ; XX/XX/XXXX : {$390.00} balance - {$320.00} to be paid ( OWE {$75.00} ) ALL INTEREST FOR XXXX PROMOTIONS TO BE WAIVED {$710.00} XX/XX/XXXX ( XXXX XXXX. ) t/c XXXX ; advised that they are working on adjustments will be done by XX/XX/XXXX ; she waived {$710.00} new balance prior to adjustments {$1800.00} [ should be updated in 2-3 days ] XX/XX/XXXXXXXX XXXX XXXX XXXX ) t/c XXXX re adjustment of payments and reflection of accurate balance ( {$1300.00} ) ; explained everything she did say there was a non-promotional charge ( {$360.00} ) that should no reflect ; we both went over the account ; {$140.00} discrepancy ( came from {$1500.00} account that was showing {$1600.00} ) w/out {$140.00} discrepancy and removing {$360.00} non-promotional, total {$1400.00} ) {$5300.00} PAYMENT WAS NOT ALLOCATED PROPERLY ( APPLIED TO XX/XX/XXXX BALANCE AND NOT XX/XX/XXXX ) XX/XX/XXXX ( XXXXXXXX XXXX ) t/c XXXX ; discussed recent electronic correspondence ; we discussed duplicate {$900.00} payment ; stated XXXX ; advised that they are working on adjustments will be done by XX/XX/XXXX XXXX she waived {$710.00} new balance prior to adjustments {$1800.00} [ should be updated in XXXX days ] ; XXXXXXXX XXXX. spoke w/XXXX he said that the non-promotional balance that says terminated will update/drop off ; he said that changes were made on XX/XX/XXXX ; only balance remaining is the {$390.00} balance that expires in XX/XX/XXXX and {$1000.00} balance ( {$1200.00} original charge ) balance left for XX/XX/XXXX expiration XX/XX/XXXX ( XXXXXXXX XXXX ) t/c XXXX re terminated charge ; she said that she got a XXXX involved and they will update the account to reflect balance XXXX XXXX terminated charge of {$350.00} ( change ) ; she said it XXXX take XXXX billing cycles XX/XX/XXXX ( XXXXXXXX XXXX XXXX -t/c XXXX re interest charge for XXXX ( {$8.00} on XX/XX/XXXX ) ; she said that she does not want to remove any interest charges because someone is working on this matter ; I was told that went the terminated balance is updated, the interest charge will be removed XX/XX/XXXX ( XXXXXXXX XXXX ) t/c XXXX re status of removing terminated charge ; advised that I have been charged interest for two months for the terminated charge and was told that it would take 60 days ; she checked with a manager ; after a long hold period, she advised that the manageXXXX, XXXX, did see that the terminated amount should not reflect on the amount owing, including the interest, and that she was going to send to Accounting for further action/removal. She said once the account is accurately reflected, the amount will be updated and any interest removed. 

XX/XX/XXXX ( XXXXXXXX XXXX. ) t/c XXXX; asked to speak w/supervisor ; XXXX XXXX ( supervisor ) -explained the entire terminated balance and interest; explained that this issue has been going on since XXXX ; it has been agreed with more than one supervisor that balance should not be reflected for terminated balance and that no interest should be incurred ; XXXX checked into this ; agreed that charge and interest need to be adjusted, but he said that it would take up to two billing cycles ; he stated that he would submit on a high priority

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