Consumer complaint received 2021-11-01
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/2021, I paid my HSN credit card bill as I had been ( on time ) since I received the card. The credit card is operated by Synchrony Bank. At that time, I had not received paper statements for over a year, not because I requested electronic statements but because they just simply stopped sending them. 
On XX/XX/XXXX when I went online to pay my credit card bill, I saw that I had a late payment. When I called to inquire why, the gentleman informed me that they were using a new system which changed my payment date to the XXXX of each month. I asked could I changed it back to the XXXX and the gentleman stated that I could not but he could change it to the XXXX of every month. I also asked if he could remove the late fee since I did not know until calling that my payment date had been changed. He stated that he had removed the late fee and assured me that I would not receive another after I paid my bill with him. 
On XX/XX/XXXX when I went online I saw that not only had the payment date not been changed, but the late fees compounded. I again called Synchrony Bank and spoke with a woman for about 20 - 30 minutes as to why I still had a late fee and the date had not been changed. She advised that she would have the call pulled and if indeed the gentleman told me what he did, they would have to remove the fees and change the date. 
On XX/XX/XXXX, I saw that the date had been changed but the fees not removed. 
I found out during my last call to Synchrony Bank ( XX/XX/XXXX ) that the woman only submitted the date change and mentioned nothing about removing the late fees. I was also told by the escalated rep that the fees should be removed. I paid the monthly charge of {$30.00} to that rep. I did find it strange that after our long conversation of what happened, she still tried to get me to pay the late fees stating that it would be easier to for them to respond to my claim if I did. I advised her that I am not paying anything that I do not owe. 
This was not my fault. I did not receive a 45 day notice from them as I have researched that I should. On XX/XX/XXXX, when I can not remember the last time that I was sent a paper statement of which I have NEVER requested electronic statements. I was told EVERY time that I called that the fees would be removed but they are still compounding. I am now not able to make the standard payment online. These months of late fees have been processed with the credit bureaus as late payments ( even though I have been paying on time ). This has lowered my credit score. I was in the process of applying for a pre-approved unsecured loan of which I can not complete because of this issue. I was guaranteed by the first gentleman that I talked to that he HAD REMOVED the late payment and assured me that I would not have any additional payments. The calls were supposed to be reviewed but it appears that has not happened.

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