Consumer complaint received 2019-05-24
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/XXXX, at JC Penney XXXX XXXX, NC store, paid JC. Penney/Synchrony Bank check # XXXX drawn on XXXX XXXX XXXX XXXX XXXX ( XXXX ) in the amount of {$490.00} the balance on XXXX XXXX XXXX Penney 's charge card. 
Check then cashed twice by Synchrony/Penney Card Services ( S/P ). On XX/XX/XXXX as ACH Debit, XXXX. Then again on XX/XX/XXXX as INCLEARING CHECK # XXXX. 
On XX/XX/XXXX shortage ( $ XXXX ) of funds in checking account discovered ; calls to XXXX discovered check XXXX had been paid twice, so XXXX reversed the first payment as CREDIT MEMO ACH ADJUSTMENT in amount of {$490.00}. 
The same day XXXX XXXX talked to XXXX about the double payment, she called JCP to tell them of the double payment. Her husband, XXXX ( checking account is a joint one ), spoke to S/P rep " XXXX '', who stated S/P had received just one payment of {$490.00}, that there was no balance due, that next statement would come out on XXXX, and that the call woould be noted on S/P record. When talking to S? P typically phone was on speaker and both XXXX and XXXX talked and listened. 
Our concern was that there had been theft, that perhaps an employee of S/P had embezzeled one payment ; another concern was how could a check be cashed twice. XXXX stated each item had an individual id number, and that bother were check XXXX, but one was ACH ( eletronically processed ), and the other the usual stream of physical checks. 
When we received the transaction history from XXXX and a copy of the canceled check, it became clear what had happened. 
Prior payments of balances on the S/P card had stapled together the check ( STAMPED CANCELED OR VOID ), the JCP statement, and the register receipt detailing the payment. The JCP statement plus register receipt from XX/XX/XXXX lacked the canceled check ( which allowed a double payment ). THE CANCELED CHECK WAS NOT STAMPED VOID/CANCELED ( as usual by JCP stores receiving our checks. Rather, the check was stamped FOR DEPOSIT ONLY XXXX XXXX # XXXX JCPenney # XXXX.This is how cash and checks handled manually are deposited from the XXXX XXXX Store , to the local XXXX ( now XXXX XXXX ) We had wanted XXXX to reverse the second charge, but they did as they did, and reversed the first payment to S/P. ( Perhaps S/P has no record of the second payment, such that they now think XXXX owes them {$490.00} after first payment was reversed by XXXX. ) We made multiple phone contacts with supervisors at the JCP XXXX XXXX store and finally made an appointment and went to the store on XX/XX/XXXX to meet the store manager,  XXXX XXXX. We showed him the XXXX   canceled check and the JCP register receipt and the checking account history showing the double payment and reversal of one payment for check XXXX. He copied these and faxed copies to S/P. The rep on the phone was a XXXX, and a lengthy discussion occurred. Mr. XXXX stated he could understand what had hapened. XXXX and XXXX XXXX wanted {$100.00} to compansate us for the error by S/P. XXXX refused, then said she would pay a {$50.00} credit to the account and Mr. XXXX gave us a {$50.00} JCP gift card to make uup the {$100.00} demand. 
[ The reason for the {$100.00} demand was the never-ending problems with S/P since XX/XX/XXXX. XXXX and XXXX had talked to multiple S/P reps since this problem occurred. We were very upset by S/P inability to respond appropriately. There were multiple instances of our checks being " held '' by S/P since XX/XX/XXXX -- when they cashed the checks but did not credit the credit card.for some, not all of the checks for about 2 weeks. There had been issues with S/P security on XX/XX/XXXX, not allowing a purchase at the XXXX ( XXXX XXXX ) VA store ; The purchase was within the available credit line, but they tried to prevent the purcahse which eventually they allowed. The security S/P were concerned that a purchase was made on XX/XX/XXXX at the XXXX VA store and also at the XXXX XXXX store, fine jewelry each about {$300.00} ; but, XXXX VA is one of three urban areas nearest our home in XXXX, NC, the others being XXXX, NC and XXXX, VA. It also may have seemed suspicious to S/P that in the XXXX and XXXX XXXX stores XXXX XXXX, at XXXX 's request paid off the purchases using his individual checking account, applying the payments to the charge card rather than directly the credit card -- -there were discounts available to XXXX only if she used the JCP card, and not if another form of payment was used. The .payment was immediately entered ACH, the Va B sent as a check " manually '' by the salesman. ] During this time the automated credit card phone number showed no payment due. 
" XXXX '' the S/P rep on the phone in Mr. XXXX 's office stated the faxed info would be processed to resolve the matter in about 15 days. Later, the span was extended to XX/XX/XXXX. 
BUT, ON SATURDAY XX/XX/XXXX, WE RECEIVED A COMPLETELY BOGUS LETTER FROM SYNCHRONY BANK, XXXX XXXX XXXX, XXXX XXXX FL XXXX. Dated XX/XX/XXXX, to arrive XX/XX/XXXX. Our snail mail takes 2-3 days, not 5. The letter stated Your payment of {$490.00} credited XX/XX/XXXX has been retured due to one of the four listed reasons. Three stated the bank info was inadequate ( BUT THEY CASHED THE CHECK ) ; one stated available fund ( WHICH NEVER OCCURRED! ). 
Since this letter and more abusive treatment by S/P ( the {$50.00} promised by XXXX has not been posted to the account, etc. ) we now think {$200.00} ( less the {$50.00} gift card= {$150.00} ) should be paid XXXX XXXX for her pain and suffering, as a {$150.00} check, And S/P must write a letter admitting their processing error and they should therefore include in the letter their pledge that they will be doing and paying whatever it takes to ensure that their errors will not be allowed to damage XXXX XXXX 's credit score! 

We have attempted to contact S/P employees who can fix their problem, such that other customers will not suffer double cashing of a check, and how their phone service can be improved. For example, if one tries to contact a supervisor when the rep can not handle the problem, one eventually discovers that a person called a supervisor is backed up by a higher level person called a manager ( who also can not deal with the systemic problems. We tried to contact the CEO, XXXX XXXX at XXXX and XXXX but these are unmonitored voice mailboxes. There seems not to be any way to contact a person who can resolve problems, XX/XX/XXXX, we got calls from an XXXX XXXX ( sic? ). Hard to understand ( too quiet ), and no way to call her back ( repeatedly went to voice mail ). Phone tag ( easily solved by automated system which sets a callback time of the customer 's choosing ). Ultimately, XX/XX/XXXX XXXX spoke to her ( while XXXX was listening on his cell phone ) and Ms. XXXX just did not seem reasonable nor competent. She apparently had a ( faxed? ) copy of the XXXX statement, with the two payments and one clawback circled, but refused to admit the double payment ( which she had to see! ) of check XXXX, and kept stating the {$490.00} is still owed to S/P. 
XXXX called her because the automated credit card phone number now said {$490.00} was owed, It is due to the receipt of the bogus letter that XXXX XXXX decided to write the CFPB. In addition, XXXX called XXXX to contact S? P directly, and made an appointment to again see Mr. XXXX ( XXXX XXXX JCP manager ) on XX/XX/XXXX, Tuesday, after XXXX XXXX. 
XXXX XXXX hopes MsXXXX XXXX is out in left field and the investigation triggered by faxing the info from XXXX to XXXX will settle the matter logically soon after XXXX XXXX. When Ms. XXXX contacted us, she said she wanted to answer any questions we had ; she supposedly is with Corporate Consumer Relations. Crazy buzzword -- all we want is for the  error to be corrected as per the evidence.

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