Consumer complaint received 2021-04-05
Company: SYNCHRONY FINANCIAL
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Earlier this year I filed a complaint about Synchrony Bank ( SB ) in connection with my Amazon XXXX XXXX XXXX ( XXXX ). The basics of that complaint were as follows : I have had an XXXX  for many years, and right from the beginning I set things up so that the BillPay function at XXXX ( where I bank ) would pay the full amount due on my XXXX  account each month, thus reducing the balance to XXXX and incurring no interest charges. This arrangement was administered as intended until late 2018, when SB -- without my knowledge or permission -- began taking only the 'minimum amount due ' out of my XXXX account each month, which meant that an unpaid balance began to build up ( at APRs of around 25 % ). When I became aware of SB 's unauthorized action, I complained to them -- and, after months of frustrating and fruitless communication, I filed a complaint with the CFPB. SB almost immediately responded to me and, although they did not offer any explanation for their actions or admit to any wrongdoing, they offered, 'out of the goodness of their hearts ' and in the interest of good customer relations, to reverse all the interest charges at issue. I accepted their offer but asked them to investigate and explain what had happened and why they suddenly and unilaterally began disregarding standing instructions that had been in effect for many years. SB never got back to me with an explanation. For my part, I had a XXXX supervisor guide me in setting up BillPay so that it would absolutely, positively result in my XXXX bill being paid in full each month. Nevertheless, the next time an XXXX bill fell due, SB once again only deducted the 'minimum amount due ' from my XXXX account, leaving me with a remaining balance that would accrue interest at 25.99 %. I hurriedly went on the SB/ASC website and authorized a one-time payment of the remaining balance ; I also authorized SB to deduct the full amount of each month 's XXXX bill from my XXXX account ( and canceled BillPay on the XXXX website ). However, I was extremely distressed to discover that SB disregarded my crystal-clear instructions on the XXXX website ; also, my goal is to centralize all my automatic payments in one place ( i.e., on the XXXX website ) so I can view them at a glance. XXXX has repeatedly assured me that, even when I authorize BillPay to pay my entire bill, the payee ( in this case, SB ) decides how much to actually deduct. When I called SB about this, their rep felt that it was obvious that Fidelity/BillPay, not SB, would make the decision about the amount to be paid ; however, I know from long experience that XXXX is reliable and businesslike whereas my current course of dealing with SB convinces me that they are fully capable of pulling a fast one where they think they can get away with it. Under the circumstances, I want SB to deal with this problem once and for all, offering me an explanation ( and, if warranted, an apology and compensation ) for its actions, and ensuring that I can pay my monthly XXXX bills in full through 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