Consumer complaint received 2020-08-12
Company: SYNCHRONY FINANCIAL
State: CA
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XX/XX/XXXX, I filed a formal written Dispute by mail to Synchrony Bank / Care Credit for incorrect balance on my Care Credit Medical account of {$1300.00} over what I owed and request for credit/refund to my account..I only owe {$3000.00}. and they show I owe {$4300.00} - which is wrong.___ I sent a two-page letter and 5 attached documentation to Corporate Offices of Synchrony Bank ATTN DISPUTES - CARE CREDIT. Certified Mail with Return Receipt to address : XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX. I received signature confirmation from the Post Office that it was delived and signed for my XXXX XXXX, Agent on XX/XX/XXXX. ____ It's XX/XX/XXXX and I haven't received a reply so I tried calling again today and no one knows anything. I keep getting transfered to others who know nothing and I can't get Corp 's phone number.____Summary, I have had several XXXX accounts on Promos from back in XXXX. One was {$8000.00} for 16.99 % interest from XXXX called " Until Paid in Full promo ''. The rest were 0 % interest if paid by a certain date .... I've been paying down for 4 years and finally down to just {$390.00} for the 16.99 % " Until Paid in Full promo '' and paid by phone in full for {$390.00} on XX/XX/XXXX. Balance was {$0.00}! ___ Also on XX/XX/XXXX, I paid two promos off totaling {$3500.00} by phone rep. The 2 promos expired XX/XX/XXXX but I was told I had a 30-day grace period if paid by phone by XX/XX/XXXX. However, they said that the computer would automatically charge the interest but it would be credited back by the next statement cut-off. ( I double-checked this info ). So my total balance as of XX/XX/XXXX should have been forjust 2 remaining Promos : {$1500.00} + XXXX Totaling {$3000.00}. 
__ I called to correct my statement as they had put {$860.00} on the 16.99 % promo that I had just paid off on full and also showed my total balance as {$4300.00} ( but should only be {$3000.00}. __ I spoke with rep XXXX and she took the info and said that because I made two payments in the same month that the computer appied it wrongly but it would be straightened out by my next statement of XX/XX/XXXX. I asked to speak to her supervisor and she confirmed. She said I had to wait for her allocations to be done and she was starting them.___ Because the reps seemed uncertain, I contacted Corporate, - at least I thought I had and spoke to a Manager, XXXX, in Customer Service . She was helpful and spent at least XXXX minutes with me going back to XX/XX/XXXX to count up my payment and late fees/credits applied. We got down to my XX/XX/XXXX paydown to XXXX of the 16.99 % intest promo and she agreed it was {$390.00} balance and I paid {$390.00}. She also saw the {$3500.00}. payment I had made for the two promo payoffs. She asked if I wanted her to send my statements from back to XX/XX/XXXX and I accepted this offer. I received them but they didn't help as it didn't show the Promo balances ... but I was able to access them online and print them out.__ She said she shouldn't interfer with what the rep XXXX was doing as it might make things worse with the computer so I should just wait until my XX/XX/XXXX statement and things should be fine.____On XX/XX/XXXX, I check my statement and it was still the same ... wrong at owing {$860.00} on the paid off 16.99 % promo and a total balance of {$4300.00} which should be just {$3000.00} total.____ I called the main customer service line and the rep said all allocations were done. She didn't seem to understand my dispute ... I told her I was going to contact corporate ... .. I then received a standard boiler plate letter from Synchrony Bank dated XXXX saying Thank you for your Inquiry. I don't understand the XX/XX/XXXX date as I didn't call until XX/XX/XXXX. It didn't address my dispute, it just gave general guidelines of how they apply credits.___ Today, I tried to call corporate and speak to XXXX again but got transferred to 5 different phone numbers and even got a number that said it was for following up on disputes, but the man, XXXX, said he didn't have info and sent me back to the main customer service where they know nothing. I left my complaint with her and she said she'd tell her manager.___Now they want a monthly payment of {$190.00} by XX/XX/XXXX. I told them in the letter that I wouldn't pay this as they seem to add to my account, instead of subtract, and I couldn't do anything until they straightened out my account.__ I will never do business with Care Credit again and will warn everyone I know. There are positives, but if you have more than one account, their computer system doesn't seem to be able to handle it .... I don't know what else to do but to try to get help from Consumer Protection Bureau.

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