Consumer complaint received 2019-05-09
Company: SYNCHRONY FINANCIAL
State: NY
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
The following is an outline of the issues I have been having over the past year with Synchrony Bank and I finally am fed up. If there are this many mistakes on my account I can't imagine what an audit would turn up. 
1. Transferred incorrect amount Back in XXXX of XXXX I wanted to transfer {$8000.00} from My Synchrony Roth MMA to my XXXX  Roth Savings. I filled out the form and mailed it on XX/XX/XXXX I think it was, and called and they said it was received and being processed. However in the interim they closed my account on XX/XX/XXXX and transferred the entire balance to XXXX, {$16000.00} instead of the requested {$8000.00}. See attached ) I tired to resolve this before leaving the country for several weeks, of which they were notified the date and time ( see attached ) In short it would be a great loss of time to try to undo it when I returned since they were not be cooperative. Everyone I spoke to said yes it clearly states on the paper work {$8000.00} but no one would own the error. I was getting a higher interest rate at XXXX and decided to leave it there. Note that I did contact XXXX to ask why the amount of the check not matching the transfer request was not questioned and no one could answer. I left it alone. 
As this was a year ago I can't find all my notes and a copy of this document, however, there is record in both banks of the document. Should I locate a copy of the document I will send it. However there is correspondence that they owned up to the mistake ( see attached ) 2. Direct Transfer funds from Synchrony to XXXX not being acknowledged as a direct transfer after the fact : Fast forward to mid XX/XX/XXXX of this year. I wanted to transfer money from my New Synchrony Roth MMA ( had to open another one since they closed the original and would not reopen it ) to my XXXX  Roth Savings account in the amount of {$3000.00}. I filled out the form and either was given the wrong instructions or I sent it to Synchrony in error. It was sent via secure email from my account online. They emailed me that they needed a medallion signature so I got one and resent it via my secure email account as well as faxing it from my home. ( see atttached ) Mind you the document clearly came from me and not anywhere else and the correspondence was with me and no one else.. I waited and waited and it finally got sent to XXXX. Apparently it was sent on XX/XX/XXXX ( see attached ) A few weeks later I get a letter from XXXX  requesting paper work for the Roth contribution. This was a direct transfer not a contribution. So I called XXXX and they told me that it came in as a contribution since there wasn't paperwork that they signed with it. ( there lies the confusion of where the original document was sent ). They said that if I got a letter from Synchrony saying that it was a transfer they would be able to recode it. Synchrony refused. I called XXXX and they said get a letter that says the money was sent in error and they would send it back to Synchrony and I could start the process over again. I called Synchrony and they said oh it has to go to the back office and we will let you know in 3-5 days. I was fuming as this is ridiculous. Fast forward 10 phone calls I asked it they are not acknowledging that this is a transfer when the document heading clearly says transfer and where to sent the money, that I would like the paperwork that they used to remove the funds from my account and sent it to XXXX, all of a sudden well maybe we ( Synchrony ) can get a letter stating that it was a transfer. That was last Thursday XX/XX/XXXX. Still waiting. Nearly 2 months now. 
It gets better. I had a CD that was coming due XX/XX/XXXX and another on XX/XX/XXXX. 
3. For the CD maturing on XX/XX/XXXX that they closed early : I called and gave verbal instructions. As there is no confirmation I always send a secure email stating who I spoke with and the instructions asking for a confirmation, which I received both via email and verbally on the phone. Then I get a notice that my Traditional IRA CD was renewed on XX/XX/XXXX! I called to ask how this could happen and I want it corrected. It is an IRA account and I do not want any problems now or later. I told them I do not want to be on my death bed at XXXX getting a notice that I owe a fortune since I closed the CD early, which I did not, they did. I sent an email regarding this and got an email telling me that they are not charging me for the early closure. How nice of them not charging me for their mistake. Long and the short of it with no help or cooperation I chose to leave it alone as I am just done with going in circles and getting nowhere. The new CD that the funds went into was paying a higher rate. 
For the CD maturing on XX/XX/XXXX I called and reconfirmed again verbally the instruction for my CD that comes due on XX/XX/XXXX, that the entire matured amount should go into the Traditional MMA. I plan on transferring it out of this bank. When I emailed I got an email telling me call them. 
Their secure email does not have a sent box, so having a record of what I send it only shown when and if they reply. Many times I do not get notification that there is a document in my secure email unless I log in which is not every day. 

I have attached various emails and documentation regarding the above. The following is a list of dates and names of some of the people who I spoke to, I have called so many times these calls supposedly are recorded. All I get is the run around and you rarely get the same person twice so each time it is a different story.Please keep in mind that I did not contact them until I was made aware that the transfer had an issue when the receiving bank requested paperwork. 
If you need anything else from me please do not hesitate to contact me. 

XX/XX/XXXX spoke with XXXX XXXX XX/XX/XXXX XXXX said it will be sent to review takes 24 -72 hours should know by Monday XX/XX/XXXX XXXX who forwarded the call to XXXX XXXX, Supervisor who was not there and I was told she would call me the next sday. No call I left a message XXXX, XX/XX/XXXX XXXX must go thru the back office, a letter will take 5-7 business days. 
XXXX XXXX XX/XX/XXXX XXXX XXXX no ref no for the call 3-5 days by Friday should have an answer to a letter stating sent in error. 
XX/XX/XXXX XXXX XXXX said now he thinks the back office is thinking about a letter stating that it was a transfer, hmmm maybe since I asked for the paperwork that they used to send the money. He said he escalated it 7-10 days for a letter if issued and will call me in a week, no call yet. 
XX/XX/XXXX I called him and was left on hold. He just called back and said a letter will take another 7 to 10 days. I asked if the letter is stating it was an error in sending the money or if they are saying it was a transfer. He said I am getting the letter I requested. Well being that they have said yes no and yes and no I have no idea what they are approving. I asked that it be XXXX to my door to arrive in the morning and he said that it can't be done as it already went out. I said there must be a copy and he said that they will not XXXX it. So all in all this is taking more than 2 months to clear up asking for the letter to be XXXX  to me is not a lot. to ask in my book early XXXX left several messages for XXXX XXXX and XXXX XXXX, no calls returned

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