Consumer complaint received 2023-10-18
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
( edited copy of letter sent to Synchrony Bank ) Care Credit Credit Card Processing SYNCHRONY BANK XXXX XXXX XXXX XXXX, PA XXXX XX/XX/XXXX Dear Sirs, I have now received my XXXX statement, and none of the issues I reported last month have been resolved. Nor have I received any communication from you discussing these issues, nor indicating that you are even researching the issues. 
To summarize my previous letters, I sent you a letter on XX/XX/XXXX, documenting the issues as I saw them then. I sent this letter to you by certified mail. Attached is my USPS receipt for that certified mail. Unfortunately, when I attempted to pull the tracking information for that letter this week, USPS reported that the letter had reached XXXX on XX/XX/XXXX, was in transit to the next facility ( your local post office I expect ) XX/XX/XXXX, and they had no information after that. I therefore submitted a missing mail search request. Attached is a copy of todays tracking information. Also attached is a copy of that first letter, on the assumption that you have not yet received it. 
Upon receiving my XXXX statement, and seeing that none of the issues I had discussed with your customer representatives on the phone had been resolved, I sent you a second letter by first class mail on XX/XX/XXXX. Another copy of that letter is attached for your reference. 
Again, none of the issues have been resolved or even addressed according to my latest statement. 
As of my XXXX statement, there were no previous balance. 
Into my XXXX statement I made {$6100.00} in new purchases, with a promotional balance of {$5000.00} and non-promotional balance of {$1000.00}. 
Between my XXXX statement and XXXX statement I did everything necessary and sufficient to completely pay off the non-promotional balance. Therefore I should not have been charged any interest on the non-promotional balance. 
The XXXX statement shows a new promotional charge of {$520.00}, new non-promotional charges of {$330.00}, an incorrect value for new purchases, and incorrect promotional balances. 
I called your customer service department, discussed these issues with them, and supposedly things would be resolved. 
I again did everything necessary and sufficient to completely pay off all my non-promotional purchases and balance. Therefore I should not have been charged any interest on any non-promotional balance. 
The XXXX statement not only continues the above errors, but charged me {$22.00} in interest charges. 
I again spoke to your customer service department, and they indicated the issues would be resolved. 
I sent my XX/XX/XXXX letter, to notify you in writing of these issues before two statement cycles had passed from the initial errors. 
The XXXX statement not only continues the above ( now compounded ) errors, but charged me an additional {$24.00} in interest charges. 
I therefore sent you my XX/XX/XXXX letter, describing these issues in full. 
I have now received my XXXX statement, which again continues the compounding errors, and again has charged me interest that I did not and do not owe. 
Below is the spreadsheet I have used to determine how to correct these issues. The cells highlighted in yellow are the incorrect values from your statement, and the cells highlighted in green are the corrected values. 
The XXXX statement incorrectly applied my payment of the non-promotional balance to the promotional balance of the XX/XX/XXXX transaction. 
The XXXX statement again incorrectly applied my payment of the non-promotional balance to the promotional balances, and charged me interest on the incorrect non-promotional balance from the XXXX statement. 
The XXXX statement then continues these errors, as does the XXXX statement. 
My correction lines correctly applies my payments against the non-promotional balances as discussed with your customer service representatives on the phone, and correctly applies the appropriate portion of those payments to the promotional balances. It also reverses the interest that your statements incorrectly charge. 

Please make the appropriate corrections within your system. 
Thank you.

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 monetary relief