Consumer complaint received 2021-05-09
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
The Company redirects my statements for the SECOND time, not knowing that there were charges on the account which lead to them gaining about XXXX XXXX dollars ( {$7000.00} XXXX in interest and late fees. 
I am a widow, now retired, and had to help XXXX kids in college after my husband passed in XXXX. They were all authorized users on many of my credit cards because I found it so easy to pay the bills when it comes ( they were never abusive ). 
The card of nightmare is a Banana Republic card. My kids were able to shop for clothes and I pay the bills ( as adults they would put the cash in my account ). 
I do have many cards so that made it easier for me to pay by a statement in the mail ( if there is no statement I would think there was no charge, and this worked until XXXX when I place an order with the Banana Republic and asked them to transfer me to the card company - I used that account for all their stores online, and I do not shop there personally because they are for younger folks- my grand kids included ). I discovered the HIGH balance, how far back it goes, interest rate changed, but also that the statement was not coming to my legal address for years. They refused to wave any fees, etc only to start sending the statements to the correct address ( they were sending it to my son 's address which was in XXXX- he never lived with me while he was in XXXX ). 
I had to get a loan and paid them off immediately because I realized the amount of money wasted in interest alone. I decided to call them on XX/XX/XXXX ( because I wanted to be sure that the card was not been used ) since XXXX, only to be told that they sent me a notice that states if I don't respond the statements would be EMAIL only. I then understand that there was a rolling balance and an interest of 29 % is been accessed monthly, she would waive all fees and mail me all statements. I did advise her I did learn well from my experience in XXXXand their documentation is not what we would do at the finance company I worked for. 
On XX/XX/XXXX I called because I know payment is due- I did not receive the statements. I finally got a Supervisor who took the minimum payment to avoid a late fee, which would give me some time to pay off the balance before Interest accrues ( he even document the account advising the agreement ) On XX/XX/XXXX I called ( the funds were credited on XX/XX/XXXX, and i over paid by at least {$1000.00} - i had no documents to work with. I requested the amount to be sent to my checking account, she said normal procedure is in the mail but she would submit it for review, and she would request a supervisor call. 
On XXXX I called to let them know that I did not receive the funds, only to discover they will only waive one interest ( if I was getting the bill I would pay on time- in full, then get the money back from my son ), the supervisor hung up when I started asking her questions. That night I wrote to Mr.XXXX XXXX- through XXXX XXXX, I was only hoping to get my money expeditiously, because i took a balance transfer loan ( I had to pay 6 % fee- my intention was to return that portion to the bank -it would save me some money ). 
On XXXX I was cutting my grass, up on arrival inside I realized I missed a call from XXXX at XXXX x XXXX. 
I have been staying home everyday and walking around with my phone, waiting on her return call ( I called her back immediately and left a message, letting her know that I missed her call ). I had no choice but to think that she could have sent me the money and this was why she didn't call back. 
I just called Syncrony Bank  only to find that the credit card still have a credit balance ( I also over paid at XXXX XXXX, I called them late on XX/XX/XXXX when I checked my account online on XX/XX/XXXX the funds were posted ) I am a retired widow living on limited income, this is the second time that Synchrony Bank stopped sending me statements, and I never moved or ever ask for anything different from how all other lenders do business i am only trying to do the right thing always. 
Sincerely 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 explanation