Consumer complaint received 2019-08-16
Company: SYNCHRONY FINANCIAL
State: MN
Product: Credit card or prepaid 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/2019, I went online to Synchrony Bank ( Care Credit ) website to payoff a promotional balance that was due XX/XX/2019. Because there was no option online to make sure the payment was properly applied and no interest would be applied to my account for that balance, I reached out to a live chat agent for assistance. I was advised to set up the payment and then the chat agent would take the necessary steps to make sure the payment was applied to the promotional balance, so I immediately scheduled the payment, advised through chat that this had been completed, and the agent confirmed that my promotional balance would be satisfied and that I would see this in 1-2 billing cycles.

On XX/XX/2019, I once again reached out to a live chat agent as I was getting ready to pay off a promotional balance that is due on XX/XX/2019 ; however, I had some questions about my balance because it seemed high. The agent chatting advised that I hadnt satisfied the promotional payment due by XX/XX/XXXX and that all of that interest had therefor been applied to my account. I advised that I had made that payment with the help of an agent through live chat. I was told that the notes did not indicate that, but if I provided the chad session ID, they could review it. I do believe I had printed that conversation, but unfortunately, I was unable to find it at home. I had asked the agent why it couldnt be located on their end. Having been in banking for 10 years at XXXX XXXX and XXXX XXXX, all of our calls, chats and emails are recorded and preserved for training and quality assurance and Im guessing that is industry standard. The session ID is only provided if you ask for it and how would a customer even know they needed to ask for it. And if ask for the ID number and the agent gives it to you, if you print the transcript of the chat through their website, it puts xxxx 's over most of the session ID, so you would think they have access to it.

To further my case, my records will indicate that I made payments to this account each month ; these payments ranged from $ XXXX- {$370.00}, never exceeding the latter numbermost of them were for the amount due and some were a little bit higher as I was trying to pay down the interest a little, but all of these were modest payments never exceeding {$370.00} ; so if it was not my intent to payoff my promotional balance, why would I suddenly make a {$1300.00} payment 4 days before the promotional balance due date, depleting my cash reserves, if it werent going to satisfy the promotional balance. They told me there is nothing they can do unless I can produce the chat session ID number.

Today I had to make a payment towards a promotional balance that is due XX/XX/XXXX and I had to live chat again to make sure that the payment gets applied properly and, for obvious reasons, I have zero confidence that this will be doneespecially considering that I was, once again, told it would take 1-2 billing cycles for it to be seen. This I do not understand as any other accounts you can see initiated transactions immediately with posted transactions showing within 24-48 hours. The lack of transparency is so frustrating.

The concept of the CareCredit card is great, it is marketed well and is a good option for those that experience an unanticipated medical expense ; however the lack of transparency and the actions one has to take to pay off promotional balances to avoid getting charged differed interest are some of the most unconscionable lending practices that I have seen. I would absolutely deem these as predatory lending practices.

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 monetary relief