Consumer complaint received 2018-07-17
Company: SYNCHRONY FINANCIAL
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
This is regarding a XXXX store card through XXXX XXXX. I had a payment due on XX/XX/XXXX, I have a automatic payment set up through them, which comes out on the due date. On XX/XX/XXXX, I realized that I needed to wait til XX/XX/XXXX to pay as I had some unexpected expenses come up. 

I called the # on my statement and spoke with a customer service rep. I let her know the above and she said I cant change your due date, I replied that was fine as I didnt want to change my due date, nor did I ever ask that, as I had asked her to move my automatic payment to continue in XX/XX/XXXX and do a 1 time payment for XX/XX/XXXX. She said ohhhh, ok as if she understood. 

She said so you want to cancel the auto payment?, I said No and I explained all the above again. She replied that wasnt possible and went on to explain she could cancel the auto payment and do the 1 time payment. I replied with, that doesnt make sense as I had done this with other banks in the past, but whatever.. if this is what they had to do then so be it. She went on to explain that to reenroll the auto pay, I would have to do it automatically online or fill out a written form. I did again mention that was very archaic to have to write in, and asked why I couldnt just do this over the phone. She said it wasnt possible. 

I said ok, cancel it, schedule my 1 time payment and Ill go online and reenroll. She said ok, then said this may take up to 72 hours to cancel. This is when I became angry. I had spent 10 minutes explaining the reason for my call, the payment was tomorrow, and why would you tell me you could do my one time payment for XX/XX/XXXX and stop my payment from processing XX/XX/XXXX if you knew there was a chance you couldnt stop a payment from processing on XX/XX/XXXX? ( Mind you online and on the statement it clearly states you can pay until XXXX XXXX  on the day of the payment due date and I was calling the day before ). She said she must have misunderstood me. I explained everything I said and she said yet again. She began stuttering and apologizing. I asked for a supervisor. 

The supervisor said all the stuff she did, except when I would talk, he would attempt to cut me off. He cancelled my payment on XX/XX/XXXX but still proceeded to say it might run anyways. That made no sense. He said she misunderstood. Again, I was very clear and repeateded what I needed on multiple occasions. He asked me is there anything else you need, or question I can ask I then asked why he was so rude and wanted to rush me off the phone and he said he was disconnecting the call. I replied wow, thats crazy, you guys just hang up on people who complain about your service that arent cussing and arent calling you names? He went on to say I hope you have a better day and hung up on me as I was talking. 

How is this acceptable?

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