Consumer complaint received 2019-01-09
Company: SYNCHRONY FINANCIAL
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Once again Synchrony Bank is not allocating my payments to loans on my XXXX credit card as directed through their own messaging system. I get acknowledgements through their online messaging system but no follow-through. This is an on-going major nonconformance and XXXX has failed to implement corrective action ( s ) to prevent recurrence of the root cause. 
On XX/XX/2018 I contacted XXXX Founder and President XXXX XXXX regarding my credit complaints with My Synchrony XXXX Credit card account. Mr. XXXX had his CFO XXXX XXXX contact Synchrony Bank the same day over several issues with my XXXX credit card account ... namely payment allocation issues and timely credit posting as well as a credit extension - none of the issues were resolved by Synchrony as promised. XXXX CFO also reached out to me and I relayed my complaint details. A representative from XXXX contacted me XX/XX/2018 at XXXX XXXX. We spoke for 17 minutes. She made several commitments to resolve my complaints. None of these were resolved. 
1. As far as raising my credit limit Synchrony refused claiming I had one of the highest credit limits at XXXX which is not at all true at least one customer has a {$25000.00} credit limit. Synchrony claimed that my credit rating ( excellent ) limited my credit limit. And yet I was able to apply for a 2nd XXXX credit card using the same income information and asking for a {$2000.00} credit limit and instead was granted a higher {$4500.00} limit. This additional credit could have been applied to my existing XXXX card. And yet my sales person was able to submit a purchase on XX/XX/2018 that gave me extra credit over my limit. See also complaint # 2 as it is related to this complaint. 
2. I have always paid on time and have been proactive in paying off loans to make room for other purchases. On XX/XX/2018 I made an early payment for my XX/XX/2018 auto pay payment of {$640.00}. So while the system showed the payment, unfortunately by XX/XX/2018 that credit still had not been allocated to my credit limit. Synchrony promised to clear that payment for my credit limit that day but the person responsible was in a meeting. Synchrony did not follow-through as promised. As pointed out in complaint # 1 my sales person was able to submit a purchase through that gave me extra credit over my limit. Synchrony claims they have to hold up on larger credit payments for " security '' reasons for close to a week and yet my {$870.00} purchase quickly posted to my Synchrony account the next day. That statement proved to be illogical. This is the first time that I have heard that a payment posed a security risk. 
3. Failure to appropriate customer directed loan payment allocations. My {$210.00} payment on XX/XX/2018 was supposed to be credited to my {$210.00} purchase but never happened. Synchrony failed to credit the payment to that purchase as I directed. The corporate person I spoke to on XX/XX/XXXX failed to follow through with her promise to properly allocate my payment to the {$210.00} purchase. 
4. As I stated before in complaint # 2, on XXXXXX/XX/2018 I made an early payment of my XX/XX/2018 auto pay payment of {$640.00}. There should have been a XXXX balance for my XXXX payment. Instead I was billed an additional {$42.00} on XX/XX/2018. 
5. The corporate person I spoke to about my credit issues promised to send me her contact information to my email address. That never happened to date. 

I requested Synchrony look into setting up online payment allocations for each line item loan. XXXX said they would also further address my issues with Synchrony at the next meeting with them. Synchrony must resolve these allocation payment and credit issues and assign a competent person to follow-through to resolve these complaints.

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