Consumer complaint received 2023-06-30
Company: SYNCHRONY FINANCIAL
State: ME
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:
I made a payment to my Venmo Credit card on XX/XX/23 as an ACH from my personal checking account. The payment was cleared and taken out of my account as of XX/XX/23. The payment is confirmed and cleared on both Venmo and my bank. I called Venmo wondering why my payment had been fully processed but my payment was not reflecting on my credit card. I was first told that my payment was in holding and wouldnt be issued until XX/XX/23, and then was told XX/XX/23. I was told that payment can be held up to 15 days then they told me 21 days in the event of cancelled payment. This supervisor told me I could apply for more credit if I wanted to. So youre telling me that if I applied for more credit which would result in a hit on my credit report, you can add those funds but not the money that I sent you? 
Well I spoke to my bank and said that once they send that payment there is no way for it to be cancelled or retrieved. They also stated that there was no issue with the payment I sent and it was sent over and processed fully on their end. I have searched the Venmo credit card user agreement and payment information and have found no evidence of this information in the user agreement. There is no valid reason for my money to have been held from being posted to my credit line. I was also told that because my account was not 6 months old this was also another reason my payment was being held. I verified that I have had at least 6 months of billing statements from Venmo Credit card which would make their statement of my account not being 6 months old, incorrect. I have now closed the account with Venmo due to how rude and unhelpful they were. Under XXXX agreement it states that if a payment is being held that under the me tab I would see on hold next to my payment.there is nothing that says on hold. 
It also states that while this money is on hold that this money still belongs to me. I asked for the payment to be sent back to my bank and Venmo told that was not something they could do. So if while this transaction is still in hold and this money is still mine according to their user agreement, that money is still mine and they have no reason to not send it back. Also under the user agree it states that I would receive an email if my money was being held, I received no such email. When I asked to have a copy of the user agreement that I signed emailed to me, I was told there was no way for that to be emailed to me, even though everything else is sent through email from Venmo. I was told I was not getting my money and everything was computer generated so there was nothing a human could do to override it and make my money available. After speaking with XXXX supervisors, I asked to speak to their supervisor. I was told that was not going to happen and there was no one else.? There is always a supervisor to a supervisor. There is always someone else to talk to. I have worked for customer service for XXXX years. There is always a boss to a boss.

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