Consumer complaint received 2023-05-07
Company: SYNCHRONY FINANCIAL
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XXXX XXXX, XXXX, I went to Lowes store XXXX to pay my credit card bill in full. I was instructed by the customer service counter to go to one of the checkout registers and make payment there. I handed my bill and check XXXX XXXX written in the amount of {$1100.00} to the cashier to process the payment. After the payment was processed and I was handed the receipt, I saw that she ran the payment for {$180.00}. A manager was then involved and he informed me that I would need to write another check for the {$1000.00}. I did so with check # XXXX. The payment was processed and I was given my receipt. I monitored my checking account and found that both checks were processed by my bank for the amounts as written on the checks for a total of {$2100.00}. Synchrony was over paid {$1000.00}. 

I contacted Synchrony on after finding that discrepancy in payment. I was informed to provide with a copy of the canceled checks and other pertinent information by faxing to XXXX. I did so on XXXX XXXX, XXXX and provided the following documentation : 1. Lowes/Synchrony Bank bill 2. Front and back of check number XXXX 3. Receipt for check number XXXX XXXX. Front and back of check number XXXX XXXX. Receipt for check number XXXX XXXX. Synchrony Bank letter XXXX XXXX. Synchrony Bank letter XXXX XXXX. Synchrony Bank letter XXXX I was also informed that the process will take 60 days. 

I received a letter dated XXXX XXXX, XXXX from Synchrony stating their records indicate {$1000.00} was applied on XX/XX/XXXX and {$1100.00} was applied on XX/XX/XXXX to my account. 

I received my XX/XX/XXXX credit card statement showing a XXXX balance. Where is my {$1000.00}. It disappeared. And it was not given back to me. 

I contacted Synchrony again in XX/XX/XXXX. Can not remember the exact date. The basic conversation was there is a XXXX balance and we closed the case. No refund due me. In speaking with customer service agent, she identified the issue and realized I was owed {$1000.00} due to an overpayment. She began a new case for the department that handles such issues. Resolution in 60 days. 

I received a check dated XXXX XXXX, XXXX in the amount of {$1000.00}. I deposited the check on XXXX XXXX XXXX. 

During this entire process, I have not made want charge to my credit account. Therefore, there is nothing to muddy the waters with regards to my account. The only thing muddying the waters is Synchrony. 

I received my XX/XX/XXXX statement and it showed that I owed {$1000.00}. I contacted Synchrony again on XX/XX/XXXX. Spoke with the customer service rep. She recognized the error by Synchrony. Informed me that I would not be responsible for any payment and she would submit the error to the secretive resolution department. 
I received the XX/XX/XXXX statement, and it shows I owe {$1000.00}. I contacted Synchrony on XX/XX/XXXX. Informed the customer service rep of the error. She informed me that she will be opening another case, and this time I need to submit my bank account statement that shows the {$1100.00} and {$1000.00} was taken out of my checking account in XXXX XXXX. 

I am at an extreme level of frustration. I have contacted Synchrony several times regarding the issue with no resolution. And the department that handles resolutions, evidently has no phone number or staff members names that can be provided to customers. Only a fax number. 

I pray that you can help me.

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