Consumer complaint received 2023-10-28
Company: SYNCHRONY FINANCIAL
State: LA
Product: Credit 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, our dog had surgery. We paid XXXX XXXX XXXX XXXX XXXX XXXX  {$2500.00} with my Care Credit card. They are providers for Care Credit and the purchase was eligible for XXXX  months no interest so we accepted those terms. 
On XX/XX/XXXX, I called Care Credit to make a payment of {$1800.00}. I had XXXX active promotional purchases on my Care Credit account at that time and was instructed by a Care Credit representative to call in payments to make sure they were allocated how I wanted them otherwise they would automatically be put toward " general '' purchases to " help me avoid paying interest '' so I was told. My 3 active promotional purchases were as follows XXXX ) {$700.00} expiring on XX/XX/XXXX, XXXX ) {$610.00} expiring on XX/XX/XXXX, and XXXX ) {$2500.00} due on XX/XX/XXXX. When I called my {$1800.00} payment in I requested that the {$700.00} purchase be paid of completely, the {$610.00} be paid off completely, and the remaining {$470.00} be applied to {$2500.00} purchase leaving a balance of {$2000.00}. 
On XX/XX/XXXX, I checked my account to find my payment applied incorrectly. {$140.00} of the payment had been applied to the original {$700.00} leaving a balance of {$560.00} and the rest had been applied to " general '' purchases on the account. I called to have it corrected. 
On XX/XX/XXXX, my account was finally correct online. I had XXXX remaining active promotional purchase and the balance was {$2000.00}, and that was accurate. 
On XX/XX/XXXX, we had a recheck at the veternarian 's office and they refunded my Care Credit Card {$250.00} which should have applied to the {$2500.00} because we overpaid for her XXXX. 
On Tuesday, XX/XX/XXXX, a promotional purchase that had been paid off with the {$1800.00} reappeared on my account so now I showed XXXX active promo purchases. XXXX ) {$140.00} due XX/XX/XXXX and XXXX ) {$2000.00} due XX/XX/XXXX. The refund of {$250.00} was applied to general purchases instead of her surgery ( the {$2500.00} purchase ) which is why we were owed a refund. 
I called Care Credit MULTIPLE times trying to correct this. I am being told that I need to wait XXXX billing cycles for the account to be corrected, but I am required to make a payment every month in order to keep my account in good standing and I need to make at least a {$300.00} payment every month to make sure I pay off the promotional balance in time. I do not feel comfortable making payments on an account that is wrong. 
I called Care Credit on XX/XX/XXXX and was able to speak to an account XXXX who listened to me and said she was making notes and sending everything back to the billing team to correct the account. She requested that an email be sent to me letting me know when the account was corrected. She told me to check my account in XXXX weeks. Upon checking my email and receiving a letter that my payment was allocated as I requested, I checked my account to see if it in face was correct ( XX/XX/XXXX ) and my account is even more incorrect than it was before. 
I now have XXXX active promotional purchases again. 
XXXX ) {$140.00} expiring XX/XX/XXXX XXXX ) {$1700.00} expiring XX/XX/XXXX XXXX This amount is finally correct* XXXX ) {$250.00} expiring " until paid off '' The refund is now showing as a purchase that I owe for. How this happened... I have no idea. 
I called Care Credit again, and they told me that I need to continue to wait until my next statement comes out and there's nothing they can do right now. I can not make another payment on this account until it is accurate, and I have another payment due by XX/XX/XXXX. I made the {$1800.00} payment on XX/XX/XXXX so we are going on a month of the account still not being accurate. This is unprofessional and designed in a way to prevent consumers from paying off their promotional purchases in time therefore owing Care Credit deferred interest. I am making my payments by phone the way they requested and they are still not being applied to the promotional purchases correctly. They are doing everything they can to ensure that I end up owing interest.

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