Consumer complaint received 2017-11-30
Company: SYNCHRONY FINANCIAL
State: KY
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Synchrony Financial will not verify my payments made for their account through XXXX XXXX. They are disregarding their contracted collection agency payment arrangements when pulling accounts back. They 've now sold to another collection agency for the full amount which is incorrect and require me to postal mail all bank statements. I could not get a phone number or fax number for Synchrony 's dispute department. Only a PO box from an offshore representative with a 30 day turn around on response, if they choose to respond. 

XXXX - Synchrony Financial charged off my JCPenney credit card for the amount of {$1500.00}. 

XXXX - XXXX XXXX XXXX picked up the account in XXXX XXXX. I setup a payment arrangement with XXXX XXXX XXXX to deduct {$45.00} from my XXXX bank account until the balance was paid in full. Was given the option to settle in the letter but decided to pay in full so my my credit report would look better when I purchase a house. I made 16 on-time automatic deductions of {$45.00} from my XXXX account between XXXX/XXXX/XXXX - XXXX/XXXX/XXXX before XXXX XXXX stopped the automatic deductions for the XXXX XXXX payment. My total payments to XXXX XXXX was {$720.00} with a remaining balance of {$790.00}. This has been verified through the XXXX XXXX reps. 

XXXX - I called XXXX XXXX when I noticed the XXXX amount had not been deducted from my XXXX account. I was told Synchrony Financial had pulled the account back for unknown reasons and the account was closed. I received no mail or calls from Synchrony Financial regarding this decision or after this occurred. 

XXXX - I receive a letter from a new creditor, XXXX XXXX XXXX, seeking the full balance of {$1500.00} again on behalf of Synchrony Financial. I sent XXXX a dispute letter by certified mail on the amount owed requesting them to verify the amount and told them about the previous payments made. 

XXXX - Synchrony Financial is also reporting a balance of {$1500.00} and past due amount of {$450.00} on my XXXX  Credit Report. Disputed with XXXX and amounts were not updated when the investigation was complete, Synchrony Financial responded with incorrect amounts again. 

XXXX/XXXX/XXXX - XXXX responds with a large packet of JCPenney website screenshots from XXXX saying the account is now verified, still say I owe an incorrect amount of {$1500.00}. I called Synchrony Financial again telling them about the XXXX XXXX payments totaling {$720.00} were not applied to this debt before they transferred to XXXX. The rep was located offshore and only able to provide me with a PO box to mail my XXXX bank statements and payment proof from XXXX XXXX. Told him they should be the ones to contact XXXX XXXX about payments made to this account not transferring between their companies correctly. Again the burden of proof was put back on me - I again requested a phone number to contact someone who I can speak with about this and he could only refer me to a mailing PO box to dispute! 

XXXX/XXXX/XXXX - Called XXXX XXXX asking for payment history and tell them what is going on with XXXXXXXX XXXX. Told a manager is only able to access my account for payment history since it 's closed now. The rep said it would be sent and I will receive it in about 10 business days. She verified the amount left when the account was closed was {$790.00}. 

XXXX/XXXX/XXXX Called XXXX XXXX and explained my situation. The manager told me they would send the account back to XXXX XXXX as disputed. 

XXXX/XXXX/XXXX Followed up with Synchrony Financial on the dispute - Was told by the rep my fraud dispute was denied. I never told XXXX it was fraud, only that the balance still owed was incorrect! They 're requesting again I send in payment proof again to the PO box and it could take up to 30 days to get a response. Asked him if I could just pay the remaining {$790.00} to resolve this matter, was told I owed {$1500.00} still! 

XXXX/XXXX/XXXX - Spoke to XXXX XXXX and they say the payment information was sent to Synchrony Financial when the account was returned. The rep told me today she did n't see where the manager had requested my payment history be sent from my call on XXXX. She said they 're sending me payment history by mail. I should have it by next week to send to Synchrony Financial. ( I recorded call - and includes information on my payments and balance ) I have all phone conversations recorded to prove these conversations occurred. I have all XXXX bank statements attached with my sixteeXXXX {$45.00} XXXX XXXX Payments highlighted. When I get the XXXX XXXX payment history proof next week in the mail I can mail it, but I should n't have to. They should have a communication line to their collectors. I have no confidence they will verify any proof I send since they 've taken no effort to do so to date. Please help!

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