Consumer complaint received 2023-02-08
Company: SYNCHRONY FINANCIAL
State: KY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX I made a purchase on my CareCredit Card in the amount of {$2000.00} through XXXX XXXX XXXX for a XXXX for my dog. This was the deposit amount. On XX/XX/XXXX, I made a purchase on my CareCredit Card in the amount of {$3100.00} that was the balance for the XXXX. Both of these purchases are reduced interest purchases that require a minimum monthly payment. 

On XX/XX/XXXX I made a payment in the amount of {$120.00} ( I called in to give direction that {$75.00} of this was to be applied to the purchase in the amount of {$3100.00}, {$48.00} of this was to be applied to the purchase in the amount of {$2000.00} ). CareCredit offers no way to apply these payments aside from calling in directly after making a payment and requesting the payment be applied to specific promotional purchases. During this discussion, I learned that my minimum payment to meet these 2 purchases is $ XXXX towards both. 

I made my next payment on XX/XX/XXXX in the amount of {$220.00} ( I called in to give direction that {$76.00} of this was to be applied to the purchase in the amount of {$3100.00}, {$49.00} of this was to be applied to the purchase in the amount of {$2000.00}, {$100.00} of this was to be applied to the oldest deferred interest promotional purchase ). 

On XX/XX/XXXX I made a payment in the amount of {$120.00} ( I called in to give direction that {$76.00} of this was to be applied to the purchase in the amount of {$3100.00} and {$49.00} of this was to be applied to the purchase in the amount of {$2000.00} ). 

On XX/XX/XXXX it showed that I had a minimum payment due of over {$300.00}. I called in to inquire and they informed me that the payment made on XX/XX/XXXX was not applied to my reduced interest purchases. I was informed that it could not be corrected once a payment was applied. I informed the company that their error in accounting was not my issue. I was informed that I would need to speak to a manager every time I called in to ensure my payment was applied correctly. While on the phone, I made my usual {$220.00} payment ( with direction that {$76.00} of this was to be applied to the purchase in the amount of {$3100.00}, {$49.00} of this was to be applied to the purchase in the amount of {$2000.00}, {$100.00} of this was to be applied to the oldest deferred interest promotional purchase ). 

As of this date XX/XX/XXXX I still show a minimum payment due of {$84.00}. This is not accurate and they are not applying my payments as requested. I attempted to speak with a manager today and was left on hold for 30+ minutes, never speaking with a manager. These practices are very deceptive and their application of payments are not accurate. I should not have to jump through this many hoops to ensure I get my bills paid off in time. Due to their error, they are informing me that my payment can not be applied as I requested on XX/XX/XXXX. I am familiar with accounting and there is no reason they can not accurately apply my payment as requested.

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