Consumer complaint received 2023-10-11
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
The issues that I'll explain will be numbered. 
Company : Synchrony Bank XXXX XXXX Issue : Transaction Date : XX/XX/2023 Amounts : {$71.00} & {$21.00} Problem : Neither of these amounts ( phantom charges ) are reflected in my statements and the XXXX I've reached out via chat regarding them, I've either been told it would be resolved ( it hasn't ), they have no idea what I'm referring to and can't see those charges on their end ( but payments are still being allocated to them and they are still being factored into my total debt ), or that the amount was for x purchase or x reason but the explanations provided don't align with the date shown AND they don't show up in my statements, nor in my payment history as charges. Only on the online portal of my account as phantom charges which they refuse to acknowledge, actually fix, or credit back the amounts that have been going them. In total, I've reached out XXXX via chat and have attached transcripts below when I realized this the issue was still not getting fixed and there were shady practices going on and XXXX through phone in which I'm given the same array of responses in terms of not seeing them, it getting fixed, and being put on hold till no one comes back to the phone and the call mysteriously drops. All six have ended like this when I tried to pursue further action or explanations etc. 

2nd Main Issue : ( Most Recent ) Transaction Date : XX/XX/2023 Amounts : {$360.00} Problem : After not having my payment allocated correctly and while still contacting them to get it resolved, I continued to try and pay down the balance so that when it eventually got fixed, those funds could then be reallocated or credited back. I got the balance down to XXXX ( as shown in the documents below ), just to find another phantom charge balance of XXXX. I don't know what the original phantom charge amount was but now my balance got readjusted back to {$360.00}. and I still have the remaining phantom charge balance posted on my account and once again, I tried reaching out through chat, they had no idea what I was referring to and kept stating my current overall balance until they disconnected the chat upon me asking for further clarification through more specific questions. I then called where I was on the phone for an hour and a half ( Most of which was on hold ) to then be hung up on. I called back once again and was immediately put on hold ( after stating the issue and prompting them to check previous transcripts ) where I was then transferred without my consent, someone picked up the phone, I re-explained the issue, was once again put on hold which lasted about 20 minutes as no one picked up the phone and once again, the phone was disconnected. Tried one last time today, immediately asked for a supervisor once I was connected and confirming my information, I was put on hold, and no one picked up the phone for 45 minutes. When someone finally did, I re-explained the issue, they asked for 5-7 minutes to investigate further and the call hung up after I asked if anyone was there around the 15 minute mark. I am exhausted. This is beyond unprofessional, shady, and corrupt. 

3rd Main Issue : Payment date : XX/XX/2023 Payment Amount : {$380.00} Problem : They did not allocate the funds adequately as I requested which was to balance stated above. When I called ( twice regarding this issue specifcially ), I was told that I essentially should wait it out/ for the system to reflect it. It's XXXX and the system still doesn't " reflect it ''. When I called today for the last time to ask about it, I was told to hold and one again, the call mysteriously dropped. I called back, was transferred and no one picked up the call/ was on hold for 30 minutes before I finally hung up.

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