Consumer complaint received 2019-08-19
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have a XXXX XXXX store card which is a Synchrony Bank Credit Card. I brought furniture during different times of the year (XX/XX/XXXX) and after each transaction I had a different promotional purchase plan# in my Synchrony Bank account. One such promotional plan is a 0% interest 36 months payment plan and the other being a 0% interest 6 months payment plan.The Issues here is that Synchrony Bank wont let me allocate the monthly auto payment to my desired payment plan, i.e If I wish to make an auto payment of $XXXX  with $XXXX split into both the payment plans, the bank wont let me make this split online. They say I need to call the bank each time to split the amount. The other issue is that any amount paid by me will always go to the account which can be paid off in 36 months with a 0% interest and they wont put any part of this auto payment amount to the account which has a 6 months 0% interest plan. The bank always hopes that the customer is negligent enough to not check their accounts and how much each plan is paid for and hope that after 6 months of no payment to the 6 months 0% plan, they can make us pay a hefty interest on non payment to that account.When I decided to call their customer care each month, each call center agent gives me a different and misleading answer which ultimately puts me in a confused situation.For example, I called their office on XX/XX/XXXX week to discuss the possibility of splitting my auto payment into 2 accounts. Their agent said I cant do that now since the bill was already paid for and they always get deducted to the account which has 36months no interest financing. Then they forwarded my call to their supervisor who helped me make a payment to the accounts of my choice. They warned me that If I had to split this amount in future, I need to call them before my bill gets paid using auto payment. The next time I get an email from the bank stating my next auto payment scheduled on XX/XX/XXXXt will be $XXXX. I call their customer care again around last of week July asking them the reason for that letter and reason why my auto payment wont be deducted. They respond back saying `no, it will surely get deducted due to auto payment setting`. Then I ask them why did you send me a letter saying no amount will be deducted on XX/XX/XXXX? Then the care agent asks me to hold and talks to his supervisor and then tells me `Yes sir, you were correct, since you already made a payment recently the amount on scheduled forXX/XX/XXXX wont be deducted`. So I try to understand this situation and then request the care agent to deduct an additional amount from my bank account and split them for payment to my accounts. He agrees and I am done with the call. To my surprise on XX/XX/XXXX, my auto payment gets deducted!!!So now below are my questions for the bank:1) Why did you deduct the Auto payment amount for $XXXX  when you send me a letter (and I have proof of that letter) on XX/XX/XXXX that you will deduct $XXXX from my account?2) Why are the care agents not clear on this when I call the customer care center for the bank? Are they deliberately asked to mislead the customer? Why would they at first say Yes, the payment will be deducted, and then talk talk to their supervisor and change their statement to `No, the amount wont be deducted`? Which version am I supposed to believe? What would have happened If I did not make the payment due to the letter and then fined due to lack if minimum payment?3) Why are you not letting customers file this split payment online? I would really appreciate if CFPB does a probe on this Bank and penalize them for misleading and robbing the customers. The whole banking system is built on faith and discipline and this bank would have already duped a lot of customers due to these misleading and incorrect informations.I hope justice is prevailed.Thanks,XXXX

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