Consumer complaint received 2019-11-08
Company: SYNCHRONY FINANCIAL
State: MO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
Originally my card account for my HSN was service by XXXX XXXX XXXX. Back in XXXX of 2019 I received a letter that Synchrony Bank was going to be the new credit provider of my HSN card. I called XXXX immediately to ask what would be the new regulations of my card. The customer service representative was straightforward and said I would be grandfathered into the same interest rate, payment structure, billing date, etc, my credit protection benefits would all be carried over. Never had missed a payment. 

On XX/XX/2019 I received a letter stating that XXXX would no longer take payments after XX/XX/2019 and payments would start going to Synchrony Bank starting in a XXXX. I was suppose to get a bill and my new Synchrony issued card for HSN. To the dat, I never received a XXXX bill with my new account number or my new card either. I called Synchrony around the middle of XXXX and made them aware I had not received my bill due for XXXX and my card. They said they were still in the process of sending out cards. And that my payment date was past due. I asked them, how I could be past due on my account if I never received a bill from Synchrony with my account number and where to send my payment? The customer service representative was ignorant with me and asked if I wanted to make a payment? I found it odd and asked for a statement, as I always got a statement prior to the switch over form XXXX  to Synchrony. Synchrony never sent a statement. I disputed XXXX payment with them on XX/XX/2019. To the date, no correspondence has been sent out about my dispute. 

Fast forward to XXXX of 2019. I did receive a XXXX statement for Synchrony which had a bill balance of {$69.00} due on XX/XX/2019. I immediately called Synchrony and asked them how they could have doubled the amount due when I never received a bill for XXXX, and I made them aware of it. The Service rep stated, you still owe the amount even though we didnt send out a statement. I asked to put in a dispute for the amount past due which would have been, {$43.00} of the {$69.00} due. They stated they would put in a dispute again. To the date, no correspondence from Synchrony has been made by them. Meanwhile prior to the due date of XX/XX/2019 I contacted Synchrony bank again, because I found out I was having my XXXX removed due to XXXX, I told them I wouldnt be able to work for a minimum of two weeks as that was the standard time frame with XXXX   XXXX XXXX and the nature of my job requires lifting, in which I wasnt going to be cleared back to work for at least two week later. I asked the representative how I could I start the process of using the credit protection benefits as a result of the XXXX and me being out of work and not getting a paycheck for a while. The customer service representatives with Synchrony bank didnt have a clue what I was talking about. They werent aware of credit protection that paid the minimum balance due as a result of certain things. The the representative insisted that I should asked a relative, friend or family member for the money, so that way I could make the payment. I was beyond shocked when I heard that. I immediately filed another dispute with Synchrony as I wanted to know why my credit protection benefits had not been transferred over to Synchrony from XXXX? Again, another dispute and no correspondence from Synchrony. From XXXX XXXX and on to the date, then Synchrony started to harass me via phone and email, no more than seven times a day to tell me Im behind on my payments. I called them the day after my XXXX and asked them where I could send paperwork showing that I had my XXXX removed and to quit harassing me and I proceeded to ask about my disputes and why no one has reached out to me about them? Customer service had another excuse. 

As of my last dispute that I put in On XXXX XXXX as to my credit protection benefits not being applied to cover my payments and keep in mind, I still have to receive a card from Synchrony to the date, what was the status of my dispute. On XX/XX/2019. I got a packet in regards to my dispute and it confirms in their own mailing they never sent a XXXX bill to my address and my actually billing starts of XX/XX/2019. Nothing in the correspondence addressed my credit protection that I paid for and where to send them proof I had to have XXXX and I was out of work during part of the month of 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 non-monetary relief