Consumer complaint received 2019-01-16
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/2019 an electronic payment was made in ERROR to XXXX, Synchrony Bank, in the amount of {$9000.00}. This was sent from my primary checking account with XXXX XXXX XXXX XXXX. The payment was intended for XXXX XXXX.

I noted this when I checked my account on XX/XX/XXXX. At the time of the payment, I did not owe any money to XXXX and in fact had a negative balance. I called the number on XXXX statement, which is Synchrony Bank immediately. They refused to reverse the funds or to issue a refund, but would only send a check under the following conditions : 1 ) Must fax ( no email ) A signed letter from my bank officer on letterhead stating that a ) my bank account was not overdrawn at the time of the payment, and b ) that the funds would not be reversed. Must be faxed to " XXXX  '' at ( XXXX  ) XXXX.

2 ) Must fax a copy of my bank statement ( XXXX ) showing the balance after the payment was made to prove that there were no overdrafts.

3 ) After the above items are received and accepted, they would issue only a paper check to me, which could take 30-90 days. They refused to make any electronic refunds.

On XX/XX/XXXX a letter was faxed to Synchrony from my bank officer ( XXXX XXXX ) as they demanded ( see attached documents ). I called them on XX/XX/XXXX and they stated the letter had been refused as insufficient. The call taker ( XXXX ) said she didn't have a copy because all declined/refused letters may be shredded. She would 'try ' to call my bank officer back on Monday. ( on the same day I desperately faxed a copy of my checking account transactions to Synchrony, just to move the process along - they later said they never received it ).

They do not make outgoing phone calls, so I called them yesterday on XX/XX/XXXX. No action had been taken on my account. I spoke with XXXX  ( they do not provide last names ). After being on hold ( again, usually about 20 minutes ) she said the letter had to say that the " funds would be honored '' even though my account clearly showed a negative balance now of > {$9000.00}, and my bank had confirmed that the funds can not be reversed.

On XX/XX/XXXX, I contacted my credit union manager and had him re-draft the letter including the language " the funds will be honored '' as required and fax it. He faxed it yesterday, even though he was astounded at these demands. Again, Synchrony has not called or confirmed anything and they won't.

I've paid the XXXX  bill with other funds that were hard to find and XXXX  is working with me on fees and potential interest due on that ( the amount was so high because i paid my property taxes and XXXX travel, gifts, etc. with the card! ). I need the money back from Synchrony ASAP!!!!. They will only send a check IF they even accept the info submitted and then only by check and then only requiring a signature ( and I'll likely be at work, unable to sign when it arrives ). This is a nightmare, unnecessarily created by Synchrony Bank.

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