Consumer complaint received 2016-12-03
Company: SYNCHRONY FINANCIAL
State: RI
Product: Credit card
Issue: Billing disputes

Complaint:
A payment to my American Eagle credit card, backed by Synchrony Bank, was made in error apparently, leaving a {$3.00} balance for whatever reason, and I was never notified my account was now in default, considered 'delinquent '. The payment was taken for {$25.00}, not the {$28.00} that was the balance on the card. I never once received a call, postal notification, nor an email correspondence telling me my account was nearing a 30-day collection status. I have never made a late payment - I have had ZERO 'missed payments ' reflected on my credit history for anything, and this {$3.00} and change discrepancy was reported to the major credit bureaus, causing my credit to plummet, without any notification to me, the customer. Had anyone contacted me, I would have immediately made any payment that was required, which I did immediately after finding out this {$3.00} discrepancy caused a mountain of issues, affecting my ability to secure a home mortgage for my toddler and myself. I would never had knowingly left a {$3.00} balance on ANY credit card. Coupled with the fact I was never notified about my account status is bordering on/is already fraudulent. As soon as I saw a drastic change to my credit score, all while in the middle of obtaining a mortgage, I investigated and saw American Eagle coming up as in collection status. I was alarmed, thinking someone stole my credit card information. I logged into my online mobile Synchrony Bank/AE CC account only to see a fee of {$5.00} now added to my account with a due date of XXXX XXXX. No notification of a 'past-due/frozen/delinquent ' account status ; only a due date for a balance I never knew I was carrying of an entire {$11.00}, including fees and interest. I immediately opened up a complaint with Synchrony Bank/AE credit services last evening, XXXX/XXXX/16, as soon as I saw this delinquency/missed payment on my credit report. In a recorded conversation last night with a customer service rep for Synchrony said this was an error, whether it be on my end or theirs, that can and will be rectified. I call back this morning only to be told, by a supervisor, I am not able to be provided with a report/investigation number and this will take 30 business days. They asked if I would like a call back once completed. OBVIOUSLY I want a call back but what are they completing? It 's pretty cut and dry - Synchrony Bank, did not take a full payment as I elected ( defaulted to mininimum ), they did not call me nor mail me anything about delinquency, nor did I ever receive any correspondence saying I had an overdue balance remaining on the card. I have never carried a large balance on my AE credit card nor have I ever missed a payment reported to credit bureaus. I did not even log into my online AE mobile account last month, as I was under the impression I had a zero balance as I had elected to pay the {$28.00} and change in XXXX, as my minimum was apparently {$25.00}, which makes no sense to me but that may be how Synchrony calculates minimum payments. Now it 's XXXX and I am just learning of this remaining {$3.00} plus now interest, fees, and a negative report to credit bureaus. I check my credit reports multiple times a month and nothing was coming up negative until XXXX/XXXX/16. I am completing this complaint as I feel I am being taken advantage of after being a longstanding customer of Synchrony Bank, carrying multiple store cards backed by them, never missing a payment, no negative reports to credit bureaus throughout my entire credit history with this bank ( except now ), and should have either rectified the mistake back in XXXX 2016, contacted me in the two plus months since my last payment in XXXX, or during my XXXX recorded calls to Synchrony Bank/AE offered any solution whatsoever. I was hung-up on by a supervisor and a lower-level representative. Horrible customer service with zero regard for customers or fair credit laws.

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 non-monetary relief