Consumer complaint received 2015-03-26
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card
Issue: Delinquent account

Complaint:
I purchased eyeware using my carecredit account XX/XX/XXXX. I always use autopay to pay my credit card bills but in XX/XX/XXXX I changed to a credit union. I entered the new account information provided to me by the credit union on the carecredit.com website. The next month, XXXX, I get a bill stating I was past due. I called care credit and they said that they were trying to access my old XXXX account. I explained that I had changed it on the website, Customer service said it would take at least a pay period for this to take place on AutoPay. I manually paid a XXXX time payment on the website. A month later I get a letter stating I am overdue and they have not received my payment. I called customer service to confirm that they were using the correct account. I was told that they ca n't " see '' what is on the website. I explained that I know the information is correct on the website, they said that my payment did not go through and now I had to pay a late fee. I said go ahead and pay the balance. In XXXX I got another bill stating that I was now XXXX days past due and there was another {$25.00} late fee. I asked customer service to give me the account number they were billing. They had XXXX XXXX XXXX XXXX correct but a list of number that were in any way related to either my XXXX XXXX XXXX XXXX account or the XXXX account that I had previous. At this time I was very upset and asked where they got the account number from. Customer service said I must have entered them incorrectly. I paid the bill, was assured that it was not reported to any credit reporting agencies paid XXXX late fees and they also assured me that they were going to write off the {$3.00} interest. I just received my bill and it says I owe {$3.00} interest. I then decided to check my credit. They had reported that I was XXXX and XXXX days late on paying my bill. I will have paid {$150.00} total for a {$110.00} of eyeglasses but more importantly they have destroyed my credit. My credit score dropped XXXX points. I called customer service again, asked to speak to a manager and was told that they would not do anything to correct this. The manager stated the only was they could know I was entering the correct information was if she was looking at my computer. I explained that I checked and XXXX checked my end and THEIR customer service person had an account number that was not even close. Customer service stated that how was she to know that I had not put in that account number. I stated that she could check the carecredit .com website and see that the correct information had been entered in XXXX and again in XXXX. She again stated that she could not " see '' what was on the carecredit.com account. She also doubted that any customer service person would not charge me the {$3.00} interest payment. I asked for a letter stating that they had made an error in their billing department and they had made a mistake. I was told they did not make any mistake and do not write letters for anyone, that they do not have a protocol for this. I became very upset and she continued to talk over me. I was not allowed to finish a sentence. She talked as if she was reading from a script and would not stop speaking until she read the script. Everytime I tried to talk she interjected how they were not responsible for the carecredit.com website and I must have made a mistake. I asked to speak to another manager and was told that there was no one I could talk to regarding the matter and there was nothing they would do. This company has destroyed my credit, then denied that they reported it, refuses to resolve the issue or have any responsibility for their error. I had good credit, pay all my bills via autopay and never had any problems with any company. I believe that this is an intentional way of creating late fees.

Company response to consumer: Closed with monetary relief