Consumer complaint received 2023-05-26
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Subject : Complaint Against Synchrony Bank - Rooms To Go Credit Card Billing Practices Dear Consumer Financial Protection Bureau, I hope this letter finds you well. I am writing to file a formal complaint against Synchrony Bank regarding their unfair billing practices associated with my Rooms To Go Credit Card. Despite making my payments early each month, the bank erroneously marked my account as past due, resulting in exorbitant interest charges and late fees. Furthermore, when I contacted their customer service for assistance, I was met with unhelpful responses, stating that this was simply how their billing system operated, and there was nothing they could do to rectify the situation. This treatment has caused significant frustration and financial burden for me. 

To provide a clear timeline of events, I consistently made my payments in a timely manner, often submitting them 2-3 weeks prior to the statement cycle as a precautionary measure. However, due to Synchrony Bank 's flawed billing system, these early payments were misinterpreted as delinquent, leading to inflated interest charges and late fees being applied to my account. Despite my attempts to explain the situation to their customer service representatives, they were uncooperative and failed to provide any viable solutions. 

In light of the unsatisfactory assistance received, I requested the closure of my account and agreed to pay the remaining principal balance as a settlement on XX/XX/XXXX. Regrettably, Synchrony Bank has failed to fulfill their end of the agreement. I am still receiving bills, and my account continues to be marked as past due, indicating a lack of account closure and failure to apply the settlement as previously agreed upon. This negligent conduct is unacceptable, as it not only damages my financial standing but also violates the terms we had established. 

Therefore, I request the following remedial actions be taken : 1. Mark my account balance as " paid in full '' and promptly close the account as agreed upon in the settlement reached on XX/XX/XXXX. 
2. Correct all negative reporting to the credit bureaus associated with this account, ensuring my credit history accurately reflects the resolution of the account.

3. Provide written confirmation of the closure and XXXX balance status of my account. 
I believe these actions are necessary to rectify the financial and emotional distress caused by Synchrony Bank 's billing practices and subsequent lack of cooperation. Moreover, I kindly request your intervention and assistance in resolving this matter promptly and in a fair manner. 

Enclosed with this letter, you will find an accounting of all payment and dates processed. Please let me know if any additional information is required to proceed with the investigation. 

I appreciate your attention to this matter and your commitment to protecting consumers from unfair financial practices. I trust that the Consumer Financial Protection Bureau will thoroughly investigate this complaint and take appropriate actions to ensure my rights are upheld and that Synchrony Bank rectifies their actions. 

Thank you for your prompt attention to this matter. I look forward to a timely resolution and your acknowledgment of receipt of this complaint. 
Sincerely, XXXX XXXX Payment History Purchase {$3300.00} 24 months 0 % interest Payment Due Monthly Payment Amount Payment Made Date payment made XX/XX/XXXX {$140.00} $ - Error Submitting ACH XX/XX/XXXX {$140.00} {$300.00} XX/XX/XXXX **included late fee XX/XX/XXXX, XXXX {$140.00} {$140.00} XX/XX/XXXX XX/XX/XXXX {$140.00} {$140.00} XX/XX/XXXX XX/XX/XXXX {$140.00} {$140.00} XX/XX/XXXX XX/XX/XXXX {$140.00} {$140.00} XX/XX/XXXX XX/XX/XXXX {$140.00} {$140.00} XX/XX/XXXX XX/XX/XXXX {$140.00} {$140.00} XX/XX/XXXX XX/XX/XXXX {$140.00} {$140.00} XX/XX/XXXX XX/XX/XXXX {$140.00} {$140.00} XX/XX/XXXX Settlement - remaining principal {$1900.00} XX/XX/XXXXXXXX XXXX

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