Consumer complaint received 2020-02-04
Company: SYNCHRONY FINANCIAL
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
This is concerning my CareCredit account even though I have made my payments on time never had a bad mark against me not with them or with anyone else on my credit my last payment that I made to them on XX/XX/XXXX for {$5300.00} was made on the website the payment was due XX/XX/XXXX so I made a week in advance I originally start making the payment through my bill Pay through my XXXX XXXX where I have my checking and savings account I entered the information how much I wanted to pay on XX/XX/XXXX I kept checking to see if they made the payment and when I checked the account I saw that they made two payments of {$5300.00} so I went to my branch to take care of this problem my bank told me they will cancel one of the payments and they will inform Care Credit by letter and by phone of what happened the two following days I kept checking and I saw that my bank sent them five payments of {$5300.00} at that point I went back to my branch and told him whats going on and I asked them to stop the payments so my checking account will not be overdrawn and that I will make the payment to Care Credit through the Internet directly to them so I made the payment XX/XX/XXXX it posted that it was paid a day later I see that they posted that I had a {$15000.00} credit because too much money was paid so XXXX XXXX  asked for the money back or cancel the payments so Care Credit stop the payments the next thing I know I receive a letter from Care Credit stating that my account was closed because too many dishonored payment I never had a payment go bad with them any checks returned with them or ever had anything bad with them so because they had to cancel the two payments their policy is to close the account but the fact is my payment was made on XXXX XXXX through the website and that brought my balance to XXXX. So there was no reason for them to close the account they shouldve just returned the money back and And leave my account in place this has caused me a lot of pain they reported to the credit bureau and it dropped my score 42 points I tried talking to them and they will not budge even though I explained and they agreed with me that I was a victim they were not willing to make any changes by reinstating my credit card or change the wording Care Credit is blaming XXXX XXXX  and XXXX XXXX is blaming Care Credit and I am stuck in the middle I am trying to fight this with two giant companies they will not budge what I believe happened is I had charged {$7500.00} with Care Credit for dental work and it was a promotional that if I pay this bill within six months I will not pay any interest I paid it one month in advance I believe thats one reason And then I also believe because of my age of XXXX years old that the bank doesnt want to take any more chances even though I have a clean record can you please help me on this thank you very much

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