Consumer complaint received 2017-07-20
Company: SYNCHRONY FINANCIAL
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
I would like to file a  complaint against XXXX/Synchrony Bank.  I was told that all payments on my credit card would be applied to the highest interest first as the CC act states.    Please see email trail below  my complaint was that I purchased a toilet at the regular interest and also a dryer at a promo rate (no interest for 12 mths.)  They have this section in the top bar that drops down to say manage how payments handled  I set it to the section below back when I first opened the account  then I checked it in XX/XX/XXXX. it was changed and I reset again. In XX/XX/XXXX I realized I was being charged interest and I started the emails below (the first one is at the bottom, most recent at top.)

I purchased toilet for $XXXX at regular interest.  I also had a deferred interest balance at same time  all payments from XX/XX/XXXX on went on deferred int. amount of $XXXX  instead of the toilet.  I made payments of $XXXX by  XX/XX/XXXX  - in XX/XX/XXXX & XX/XX/XXXX they are still charging me interest.   I have contacted them repeatedly and first I was told the interest was removed and they were giving me a $XXXX credit and it would show on next statement.  Below is that statement.  Note that the $XXXX  credit was reversed by a $XXXX. Debit.  I contacted them again and filed a legal dispute claim on top of the email request.  As you can see from their last response  they are literally blowing me off. 
 
How do I go about handling this  they charged me between $5 and $7 each month for over 6 mths.  I dont have a XX/XX/XXXX statement yet, but Im betting the interest is still being charged even though the toilet was paid off by XX/XX/XXXX. The $XXXX is my balance INCLUDING all the interest charges - and NO credits.  It should actually be completely paid off - they may even owe me $ if the $XXXX was applied correctly.



Thank you for your assistance!
		3. Allocate Payment to Non-Promotional Balances First:

Any payment you make (including the required minimum payment due and any additional amounts) will be applied to the non-promotional balance before the deferred interest promotional balance.  Please note, even with this setting, during a billing period in which a deferred interest promotion expires, if your payment is enough to pay off the expiring promotion, your payment will be applied to the expiring promotion first before the non-promotional and other balances on your account.
                                                                                                                                                                               

TRANSACTION DATE	POSTING DATE	DESCRIPTION	AMOUNT	
 

XX/XX/2017	XX/XX/2017	ONLINE PAYMENT THANK YOU	$XXXX	CR
XX/XX/2017	XX/XX/2017	MISCELLANEOUS ADJUSTMENT	$XXXX	CR XX/XX/2017XX/XX/2017	MISCELLANEOUS ADJUSTMENT	$XXXX	CR XX/XX/2017	XX/XX/2017	MISCELLANEOUS ADJUSTMENT	$XXXX	CR XX/XX/2017	XX/XX/2017	PYMT ADJ-XXXX  XXXX XXXX GA
$XXXX	
XX/XX/2017	XX/XX/2017	PYMT ADJ-XXXX XXXX XXXX GA
$XXXX	
XX/XX/2017XXXXXX/XX/2017	PYMT ADJ-XXXX XXXX XXXX GA
$XXXX	XX/XX/2017	XX/XX/2017	INTEREST CHARGE ON PURCHASES	$XXXX	Thank you for your recent inquiry regarding your Lowe's account, and the opportunity to be of service to you.
As of XX/XX/XXXX, your account balance is $XXXX. Any transactions received after this date are not included in this balance.
New balance is the total unpaid amount of all purchases, balance transfers, cash advances, debit adjustments, interest charges and fees. For any further assistance please contact us at XXXX and we will be happy to assist you.
We appreciate you as a valued Lowe's customer and hope you will continue to shop with us. If you have any questions or if we may be of further assistance, please contact us via the Online Message Center or at the toll-free number below.
 
Sincerely,

XXXX Customer Service XXXX
Account is owned by Synchrony Bank 
--- Original Message ---
From: "XXXX" 
Received: XX/XX/17 XXXX XXXX EDT
To: XXXX
Subject: RE: Lowe's Card Account Information 

per prev email - $XXXX credit will be applied to bill after XX/XX/XXXX - NOT - per latest statement - Bal $XXXX, minus $XXXX payment and MINUS $XXXX OTHER CREDIT AND ADDED $XXXX PURCHASE/DEBIT - I didn't buy anything, which means you are using the DEBIT to cancel out the CREDIT - on top of that I am being charge $XXXX  Interest still. All payments were supposed to be diverted first to the bill that was   interest. NOT HAPPY. 

-----------------------------------------------------------------------------------------------------------
Thank you for your recent inquiry regarding your Lowe's account, and the opportunity to be of service to you.
Credits totaling the amount of $XXXX  were applied to your account on XXXX XXXX XXXX which will reflect on your next billing statement.  Please accept our apologies for any inconvenience this matter may have caused.
We appreciate you as a valued Lowe's customer and hope you will continue to shop with us.  If you have any questions or if we may be of further assistance, please contact us via the Online Message Center or at the toll-free number below.
 
Sincerely,
XXXX XXXX
Customer Service
XXXX
Account is owned by Synchrony Bank

--- Original Message ---
From: "XXXX" 
Received: XX/XX/17 XXXX XXXX CDT
To: XXXX
Subject: Lowe's Card Account Information

XX/XX/XXXX XX/XX/XXXX ONLINE PAYMENT THANK YOU ($XXXX) XX/XX/XXXX XX/XX/XXXX MISCELLANEOUS ADJUSTMENT ($XXXX)
XX/XX/XXXX XX/XX/XXXX  MISCELLANEOUS ADJUSTMENT ($XXXX)
XX/XX/XXXX XX/XX/XXXX MISCELLANEOUS ADJUSTMENT ($XXXX)XX/XX/XXXX XX/XX/XXXX PYMT ADJ-XXXX  XXXX XXXX GA $XXXX XX/XX/XXXX XX/XX/XXXX PYMT ADJ-XXXX XXXX XXXX GA $XXXX XX/XX/XXXX XX/XX/XXXX PYMT ADJ-XXXX XXXX XXXX GA $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 monetary relief