Consumer complaint received 2022-08-30
Company: SYNCHRONY FINANCIAL
State: SC
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:
Care Credit, a credit card for medical and veterinary services, issued through Synchrony Bank, had required an auto-draft to make monthly payments. However, in XXXX and XXXX I was struggling with having had a series of unauthorized charges to my bank account, so i was trying to segregate my bank account from auto-drafts to prevent my having to cancel and replace debit cards and because auto-drafts to my primary checking account compromised my ability to control and manage my payments. I also had a crisis in early XXXX that depleted my funds and was in the process of funding my account, but also blocking any further auto drafts directly from my primary checking. On or about XXXX XXXX, I got a call from Care Credit about my late payment from XXXX, which I was not aware of. They rep tried to compel me to pay at that moment, but I explained that I could not. She asked if they could autodraft my account, and I said, " No, '' because I was funding a different method to use. About five days later, CareCredit auto-drafted my primary checking account anyway, which resulted in being rejected because of insufficient funds. Two days later, I paid my bill, but by that time, CareCredit/Synchrony had closed my account. In discussing the problem with the agent today ( XXXX XXXX ), she again explained they'd be auto-drafting my account on XXXX XXXX, but I told them not to, because I have set up another account for that purpose. Because they've closed my account ( not having been late other than the XXXX payment ), I am not able to manage changing payment accounts. First, a closed credit account hurts my credit. Second, CareCredit failed to appreciate my situation and ignored the fact that I was changing the accounts used for auto-drafts. Third, CareCredit drafted my account after I expressly told them not to. Then, despite my efforts and disclosures, they closed my account. I am concerned they will continue to auto-draft my account, and I am concerned about the damaging effect having a closed credit account will have on my credit. I would prefer CareCredit reopen my account and allow me to either make a payment in response to an alert, or designate a different account to auto-draft. This practice by these merchants and creditors to draft my money without my knowledge or authorization has truly gotten out of hand, and preventing me from having greater control over my funds, and allowing me to pay when I know I have money. My priorities and the inflation during these past couple of years have created limitations on me, and I simply must be able to pay my bills when I have funds, which typically is the second Wednesday of the month, and fortunately now, may be at least three weeks of the month due to new income. That said, the strong arming by this and other merchants these days is downright oppressive, and I intend to seek attention on this problem with my congressional and senate delegation.

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