Consumer complaint received 2019-05-08
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX, around XXXX EST.time. I had authorized a onetime debit card payment of {$70.00} which was debited and posted to my XXXX XXXX XXXX, Synchrony Bank account and on XX/XX/XXXX at XXXX another unauthorize duplicate transaction for {$70.00} was debited and posted to my XXXX XXXX XXXX Synchrony Bank account on XX/XX/XXXX both transactions were paying towards my open and active XXXX XXXX XXXX Synchrony Bank credit card. 
Each transaction took place from my Personal checking approximately 2 minutes apart. As a result, these multiple debited transaction of total of two times caused a negative impact on my checking account since I had other authorized payment transactions pending for my other bills after receiving notifications come in via text that same evening from my bank indicating a duplicate debit. 
I immediately contacted Synchrony bank at XXXX notifying and requesting they reverse one of the two payments back to my debit card the representative indicated they see the duplicate transactions and could not explain why these duplicate transactions happened and they have been having some technical issues. They promised to reverse the payment back and told me it will take 3 to 5 business days. 
The Following Business day I called to if see the process of the reversal was completed and one representative said it can not be reversed after making multiple contacts with Synchrony Bank requesting, they reverse the one payment since my account is active current and good status. I explained according to the FACT Act ( Fair Accurate Credit Transactions Act ) act under the FTC they can not under the consumer credit laws withdraw more than one transaction towards any credit account without the consumers authorized permission. I asked to speak to a supervisor at Synchrony bank and explained to their representatives had originally agreed it would be reversed she also refused so I informed her I will be contacting my bank for the one reversal if not resolved immediately. 
The following week after speaking with another representative from Synchrony bank XXXX discussing updating my XXXX XXXX XXXX XXXX XXXX which is separate from my Synchrony line of credit. I explained to him the transaction issue and that on XX/XX/XXXX, I had contacted my bank to file a dispute for the duplicate transaction requesting my bank to reverse one payment. After the Synchrony Bank Representative heard my issue the issue, he agreed that he is willing to post the 2nd payment that was unauthorized to next month regular credit card payment as an apology and to help avoid the inconvenience I had encountered them ( Synchrony Bank ). I told him I would then contact my Bank and resend the one bank reversal I submitted if they are willing to honor this process. 
On XX/XX/XXXX I contacted my bank and rescinded the dispute transaction with my bank as agreed with the representative and my bank reversed it the same day. However, after waiting for 5 more days by XXXX the XXXX XXXX for them to honor the matter with a notice via email I received not contact at that time. Later XXXX around the XXXX I received a call from Synchrony bank representative indicating my account was past due I explained to them that the duplicate payment I had originally disputed and was rescinded to pay them on the XXXX of XXXX should have already posted to their account the representative claims she had no idea of the matter and she transferred me to customer service. After explaining the matter to customer service what transpired the representative claimed the payment was never rescinded. I contacted my bank they verified the payment was rescinded on the exact same date I contacted them to cancel the dispute on XX/XX/XXXX. 
My bank sent me a letter from their Escalation validating the reversal of the duplicated dispute for {$70.00} was rescinded and posted to Synchrony Bank giving a total of {$140.00}. Early month of XXXX I only received a letter by mail indicating : They had closed my account XXXX XXXX XXXX  Credit Account and additional fees has been assessed because of my original request to my bank to one reversed unauthorized transaction is not acceptable according to their policy it is considered a stop payment. 
On XX/XX/XXXX at XXXX XXXX. I Spoke with XXXX XXXX Synchrony Bank in regards to resolving account he said he is sending the complaint form requesting a call back from the Supervisor Dept. While on the Call he read all specific details regarding the matter and said he is creating a Dispute case # I explained my XXXX XXXX  XXXX account should not have been closed which was in good standings after they had wrongfully debited from my account more then one transaction. I told them I was willing to only pay the amount of the account I owed for {$360.00} nothing more nothing less before the closed the account and added more fees to the account Since my bank did verify that the Dispute was cancelled which they rescinded the payment of {$70.00} bank to Synchrony based on prior the agreement with the Synchrony Bank representative to post the 2nd duplicate payment towards the next months bill. 
I explained to I refused to pay since I was current with the account payments and they charged me for their closing of my account. Last year around Spring or Summer XXXX I received a call from an Collections Attorney I explained to her the situation in details of Synchrony Bank Violation of FACT ( Fair and Accurate Credit Transaction Act along with OCC ( Office of Comptroller of Currency ) violation with them being a bank that is a clear violation. She agreed and told me that she will send the account back to the client Synchrony bank because that was a clear violation under FDCPA Compliance. I had made numerous attempts with synchrony bank to allow me to only pay what I owed they refused to accept what I owed and continued to add additional fees after closing the account. On XXXX Now they sent my account to a Collections Agency XX/XX/XXXX, around XXXX EST.time. I had authorized a onetime debit card payment of {$70.00} which was debited and posted to my XXXX XXXX XXXX, Synchrony Bank account and on XX/XX/XXXX at XXXX another unauthorize duplicate transaction for {$70.00} was debited and posted to my XXXX XXXX XXXX Synchrony Bank account on XX/XX/XXXX both transactions were paying towards my open and active XXXX XXXX XXXX  Synchrony Bank credit card. Each transaction took place from my Personal checking approximately 2 minutes apart. As a result, these multiple debited transaction of total of two times caused a negative impact on my checking account since I had other authorized payment transactions pending for my other bills after receiving notifications come in via text that same evening from my bank indicating a duplicate debit. I immediately contacted Synchrony bank at XXXX notifying and requesting they reverse one of the two payments back to my debit card the representative indicated they see the duplicate transactions and could not explain why these duplicate transactions happened and they have been having some technical issues. They promised to reverse the payment back and told me it will take 3 to 5 business days. 
The Following Business day I called to if see the process of the reversal was completed and one representative said it can not be reversed after making multiple contacts with Synchrony Bank requesting, they reverse the one payment since my account is active current and good status. I explained according to the FACT Act ( Fair Accurate Credit Transactions Act ) act under the FTC they can not under the consumer credit laws withdraw more than one transaction towards any credit account without the consumers authorized permission. I asked to speak to a supervisor at Synchrony bank and explained their representatives had originally agreed it would be reversed. The Supervisor also refused to reverse my transaction. Therefore, I informed them I will be contacting my bank for the one reversal if not resolved immediately. The following week after speaking with another representative from Synchrony bank from XXXX I was discussing updating my XXXX XXXX XXXX XXXX XXXX which is separate from my Synchrony line of credit. I explained to him the unauthorized transaction which caused an issue and that on XX/XX/XXXX, I had contacted my bank to file a dispute for the duplicate transaction requesting my bank to reverse the one payment. After the Synchrony Bank Representative heard my issue, he agreed that he is willing to post the 2nd payment that was unauthorized to next month regular credit card payment as an apology and to help avoid the inconvenience I had encountered them ( Synchrony Bank ). I told him I would then contact my XXXX Bank and resend the one bank reversal I submitted if they are willing to honor this process. On XX/XX/XXXX I contacted my bank and rescinded the dispute transaction with my bank as agreed with the Synchrony Bank representative and my bank reversed dispute the same day ( XX/XX/XXXX. However, after waiting for 5 more days by XXXX the XXXX XXXX for them to honor the matter with a notice, call or email I received no contact at that time. 
Later XXXX around the XXXX I received a call from Synchrony bank representative indicating my account was past due I explained to them that the duplicate payment I had originally disputed and was rescinded to pay them on the XXXX of XXXX should have already posted to their account the representative claims she had no idea of the matter and she transferred me to customer service. After explaining the same matter to customer service what transpired, the representative claimed the payment was never rescinded. I contacted my bank the same day. They verified the payment was rescinded on the exact same date I contacted them to cancel the dispute on XX/XX/XXXX. My bank sent me a letter from their Escalation validating the reversal of the duplicated dispute for {$70.00} which was rescinded and posted to Synchrony Bank giving a total of {$140.00}. 
Early month of XXXX I received a letter by mail indicating : They had closed my account XXXX XXXX XXXX Credit Account and additional fees has been assessed because of my original request to my bank to one reversed unauthorized transaction is not acceptable according to their policy it is considered a stop payment. 
On XX/XX/XXXX at XXXX XXXX. I Spoke with named representative of Synchrony Bank in regards to resolving account he said he is sending the complaint form requesting a call back from the Supervisor Dept. While on the Call he read all specific details regarding the matter and said he is creating a Dispute case #, I explained my XXXXXXXX XXXX  XXXX account should never have been closed which was in good standings after they had wrongfully debited from my account more then one transaction. I told them I was willing to only pay the amount of the account I owed for {$360.00} nothing more nothing less before they closed my account and added more fees furthermore considering my bank did verify that the Dispute was cancelled which they rescinded the payment of {$70.00} back to Synchrony bank because of the prior the agreement I made with the Synchrony Bank representative that he will post the {$70.00} duplicate payment towards the next months bill. 
Last year around Spring or Summer XXXX I received a call from an Collections Attorney I explained to her the situation in details of Synchrony Bank Violation of FACT ( Fair and Accurate Credit Transaction Act along with OCC ( Office of Comptroller of Currency ) violation with them being a bank that is a clear violation. She agreed and told me that she will send the account back to the client Synchrony bank because that was a clear violation under FDCPA Compliance. I had made numerous attempts with synchrony bank to allow me to only pay what I owed they refused to accept what I owed and continued to add additional fees after closing the account. On XX/XX/XXXX I contacted Synchrony Bank again and spoke with XXXX in the Collections Department explaining the same situation requesting to pay the {$360.00} they provided another complaint reference number and explained that this account has been charged off to their collection 's agency XXXX XXXX XXXX. I contacted them and they said the will submit counter back to client and I did not receive any correspondence other than a letter for a Judgment to answer from the Law firm of XXXX XXXX  XXXX. I took the time gather all documentations and now moving forward with this complaint followed by other valid complaints I will file against Synchrony bank if not resolved Amicably

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