Consumer complaint received 2023-02-16
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with cash advances

Complaint:
Thank you for your time I Applied for a PayPal Credit Cash Back card on XX/XX/XXXX XX/XX/XXXX took a cash advance for {$900.00} was charged {$45.00} cash advance fee. 

XX/XX/XXXX I made a payment of {$940.00} which I requested that it be applied to cash advance. Request WAS fulfilled for {$900.00} for cash advance. I also paid XXXX dollars for cash advance fee before it was due. 

XXXX XX/XX/XXXX I had a minimum payment due of {$29.00} XXXX XXXX Paid {$29.00} before the XXXX on XX/XX/XXXX before it was due. 

XX/XX/XXXX a {$44.00} minimum payment due XX/XX/XXXX Paid {$50.00} for payment before it was due. 

XX/XX/XXXX took a cash advance again for {$900.00} requested that it be paid in full Within 30 days I made the following payments before they were due. 

XX/XX/XXXX regular payment due {$57.00} XX/XX/XXXX {$400.00} payment towards cash advance XX/XX/XXXX {$500.00} payment towards cash advance I paid off the {$900.00} cash advance and made payment to my credit card charges before they were due. 

I called to check on my account to make sure that the money was applied for the cash advance since I was charged a huge amount of interest. I had already made the regular payment for the month. 

I was told that it was not applied to the cash advance and that they would request it to be paid towards the cash advance and that the interest charges would be reversed. 

I have called several times month after month after month since XX/XX/XXXX on a recorded line with customer service agents including supervisors that I requested to speak to. They all stated my request would be fufilled. 

Today XX/XX/XXXX I spoke to an account manager supervisor and was told that they changed their policy and that I was no longer able to pay off my cash advance and I said to her I was not notify she said this had been their policy all along but it just wasn't enforced and I told her that I would have never taken the XXXX cash advance had I known this, I feel they pulled a bait and switch on me. 

They set a precedent with me leading me to believe that I could pay off my cash advance because : I Did pay it off before They told me I could on a recorded line They told me how to record it line that they were going to fix the mistake and credit my interest charges Now I'm getting charged $ XXXX a month for interest on the cash advance which I can not afford This has caused me the following problems : They are making me pay a high interest rate of more than 30 % first before I pay my regular payment which is much less. 

My credit rating has declined. Which is emotionally devastating for me because I was working toward payment for a new home loan. That's the reason I was making my payments before they were due. 

I'm borrowing money from family members to try to get that cash advance payment off my credit. 

XXXX cash back credit card company has caused me a major amount of stress and has caused me to be mentally devastated and worried all the time regarding my finances. 

This company has has taken my time. I've been on the phone for months hours and days on hold and calling several times since last year. 
I feel that this is a bait and switch company they allowed me to pay and then they change without my knowledge. All my recorded conversation with their customer service agents told me they're going to repair the problem and will be crediting back the interest charges and will allocate the payments to the cash advance and fix this issue. To date this has not been done and I am requesting that there be an investigation because if they doing this to me I am sure they're doing this too other people. They have never contacted me back, they have never called me back as they said they would, and they have not ever sent me a letter regarding this issue. 
Thank you for your time, XXXX XXXX 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