Consumer complaint received 2020-06-26
Company: SYNCHRONY FINANCIAL
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XX/XX/XXXX I CALLED SYNCHRONY BANK DEBT COLLECTION PHONE # XXXX TO SET UP A SETTLEMENT AGREEMENT OVER THE PHONE. THEY GAVE ME A SETTLE AMOUNT OF {$810.00} ON MY LUMBER LIQUIDATOR ACCT THAT WAS SUPPOSE TO SPLIT AND PAID IN 2 INSTALLMENTS AND TAKEN FROM MY CHASE ACCT. ONCE THE 2 PAYMENTS WERE SUCCESSFULLY DRAWN ON THE TWO AGREED, I WOULD GET A LETTER IN THE MAIL THAT MY SETTLEMENT WAS FULFILLED FOR MY LUMBER LIQUIDATED ACCT. 

XX/XX/2020, I GAVE THE SYNCHRONY REP. MY XXXX   CHECKING ACCT # AND ROUTING # TO SETUP THE 2 AUTOMATIC WITHDRAWS FOR THE FOLLOWING DATES THEY SET-UP. 

-FIRST SCHEDULED PAYMENT - XX/XX/2020 FOR {$400.00} ( SUCCESSFUL ) -SECOND PAYMENT - XX/XX/2020, NOTHING CAME OUT MY XXXX ACCT. I EVEN CALLED MY BANK AND THEY VERIFIED NOTHING WAS PULLED BY SYNCHRONY BANK. 

XX/XX/2020, I NOTICED THE MONEY STILL HAD NOT BEEN TAKEN FROM MY XXXX  ACCT. I CALLED SYNCHRONY BANK DEBT COLLECTION PHONE # XXXX TO SEE WHAT HAPPENED & WHY THEY DIDN'T PULL THE SECOND PAYMENT FOR {$400.00} AS AGREED. THE SYNCHRONY REP SAID SHE DIDN'T SEE THE 2ND PAYMENT SCHEDULED ON HER END AND WOULD SUBMIT A COMPLAINT FOR ME. 
SHE SAID MY SETTLEMENT STILL LOOKED ACTIVE ( AS OF XX/XX/2020 ) AND ASKED DID I WANT TO MAKE THE SECOND PAYMENT THEN INSTEAD. SHE SAID MY ACH BANKING INFO WAS STILL ON FILE, SO SHE INITIATED THE PAYMENT OF {$400.00} TO COME OUT OF MY XXXX  ACCT. THE WITHDRAW FROM THEM WAS POSTED ON XXXX ACCT ON XX/XX/2020. 

XX/XX/2020 I GOT AN EMAILED LETTER FROM SYNCHRONY DATED, XX/XX/XXXX SAYING THAT I DIDN'T SETTLE MY ACCT AS AGREED AND THEY WOULD REPORT MY ACCT AS BAD DEBT TO ALL THE CREDIT AGENCIES. 

XX/XX/2020 I CALLED SYNCHRONY BANK DEBT COLLECTION PHONE # XXXX XXXX AND THE LADY CLAIMED SHE COULDN'T DO ANYTHING AND GAVE ME THE # TO THEIR RECOVER TEAM AT PHONE # XXXX. THE RECOVERY TEAM REP SAID SHE UNDERSTOOD MY SITUATION AND APOLOGIZED FOR MISUNDERSTANDING BUT COULDN'T HONOR THE SETTLEMENT STILL. I TRIED TO EXPLAIN TO HER THEY DIDN'T HONOR IT BECAUSE THEY NEVER PULLED IT. I'M THE ONE THAT CALLED IN AFTER I NOTICED IT WAS PULLED ON XX/XX/XXXX AND MADE THEM TAKE IT ON XX/XX/XXXX. THE SYNCHRONY RECOVERY TEAM REP STILL SAID SHE AND HER MANAGER COULDN'T HONOR THE ORIGINAL SETTLEMENT AND TRIED TO OFFER ME A SECOND SETTLEMENT ON THE REMAINING ORIGINAL BALANCE. I SAID NO! BECAUSE THAT'S NOT FAIR. I PAID THE FULL SETTLEMENT AMOUNT AGREED ON, ITS NOT MY FAULT SYNCHRONY DIDN'T PULL THE SECOND ACH PAYMENT AS AGREED! 

XX/XX/XXXX, I ALSO CALLED MY MY BANK XXXX XXXX   & THEY TOO CONFIRMED SYNCHRONY SET UP AN ACH PAYMENT ON XX/XX/XXXX AND INITIATED THAT PAYMENT OF {$400.00}, BUT NEVER DID ATTEMPT TO TAKE THE SECOND PAYMENT OUT ON XX/XX/XXXX FOR {$400.00}. 

I AM HIGHLY UPSET AND FEEL THAT I WAS MISLEAD & NO ONE TRIED TO HELP ME! I DID MY DUE DILIGENCE in communicating and following up! I want my settlement honored and I also want them to delete any default, bad debt or negative information from my account FOR ALL THE DISTRESS!!!!!

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