Consumer complaint received 2022-10-26
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2022 I received a call from XXXX. When I answered, no one spoke so I hung up. After doing some research, I discovered that the call was from Synchrony Bank -- the bank connected to my Amazon XXXX credit card. I became suspicious about this call as I previously had a problem with Amazon 's method of security ( complaint # XXXX at FTC ) and decided to check on my Amazon credit card connected to this bank. When I checked, I discovered that Synchrony Bank had placed an incorrect balance of {$240.00} on my account. I requested " chat '' and tried to explain what was happening. The " chat '' could not understand what I was trying to say and contacted a Synchrony Representative by chat to no avail. I then called Synchrony and spoke to representative XXXX. XXXX understood my concern and forwarded me to a " higher up '' representative, XXXX. I explained my concern to XXXX who told me that the reason that my balance was {$240.00} was because Synchrony did not recognize the bank that I made payments from and because of this, late fees were charged. I don't understand " why '' Synchrony did not recognized XXXX  XXXX XXXX as during the month of XXXX, I made a payment of {$30.00} through XXXX  XXXX XXXX. This seems like an excuse to return the payment " as unrecognizable bank '' and then charge the customer a late fee. I then explained to her that I have been making my credit card payments on time since XXXX and had my paper statements in front of me to prove it. I then clarified to XXXX the exact due dates for my credit card payments in the months of XXXX and XXXX along with the exact payment dates made -- both payments were made on time. XXXX 's payment was made on XX/XX/XXXX, although the payment was not due until the XXXX. XXXX 's payment was made on the XXXX although it was due on the XXXX. Each payment posted. After explaining this, XXXX immediately hung up without explanation. 
The balance on my account for XXXX was XXXX. I made a payment through XXXX  XXXX XXXX 's bill pay for {$30.00}. I made more purchases after this payment was made totaling {$88.00}. The balance for XXXX was XXXX. I then made a payment on through their online system in the amount of {$29.00}. After this payment was made, I then made two more purchases in the amount of {$86.00}. My balance should be approximately {$180.00}. But due to their calculated " late fees '' it has increased my balance to a significant amount of {$240.00} which is very incorrect, and they refuse to correct this information on my Amazon/Synchrony account. I also have another account with Synchrony Bank through another credit card and have never had a problem. But with Amazon, if I may be truthful, it seems like there are a bunch of scammers in charge of customer accounts. They are constantly tampering with my account.

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