Consumer complaint received 2023-02-06
Company: SYNCHRONY FINANCIAL
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
In XX/XX/XXXX, an automatic payment was processed for the entire credit card balance. I had previously chosen autopay, but for minimum balance due. I called and synchrony could not reverse the payment, so I waited over the weekend and my bank declined the payment. Nonetheless, it caused about {$200.00} in overage charges from my bank and my balance rested negative ( a few thousand ) while being reversed. When I called synchrony this time I was polite, customer service told me to provide documentation of my negative balance via fax in order for them to reverse it. I ended up not needing to do that, as my bank took care of the issue. 
XX/XX/XXXX, the same thing happens. I call and am met with resistance from synchrony customer service. I ask them to figure out a way to reverse this as its the second month in a row. They say there is nothing they can do and its my fault. Im transferred to a manager who also says they cant even credit the interest charge, saying I was never charged anything extra. I believe I was, because I was charged interest again after the payment was reversed and the balance went back onto the card. I asked the manager to put herself in my shoes. At one point I used the f word in a sentence. I did not direct any derogatory language at the manager or any other employees, I was simply frustrated and made a statement such as I can f-ing believe this. The manager became condescending and threatened to end the call if I did not use proper language. I told her to stop and transfer me to someone else because this is a ridiculous situation and I have a right to be frustrated. ( Not to mention we have a right to free speech. I would understand ending the call if I directed anything at an employee, but I did not ). I asked for another manager and she stated multiple times while speaking over me, The second manager will not do anything different, Im just setting your expectations and continued to be condescending. I waited on hold for approximately ten minutes, when the first manager came back on and said she was having trouble with her phone and honestly couldnt connect me to the second manager. Feeling this was a game, I decided to end the call. 
Now its XX/XX/XXXX, and I have harassed with phone calls and letters since. I have decided to take out personal loans to pay my credit cards instead of dealing with synchrony. I open my credit card accounts today to check everything and get ready to pay the main card I had an issue with. Lo and behold, I find out synchrony has closed ALL THREE of my credit cards, even the two that were in good standing and had no issues. 
I cant call synchrony because I will be met with the same resistance as last time. Its like talking to robots and i feel like there is no recourse for how they treated me and for the position they left me in financially.

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 non-monetary relief