Consumer complaint received 2023-06-04
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
I opened an account with Lowes, also known as as Synchrony, in XXXX of XXXX. I was approved with a {$2000.00} credit limit. I accepted the offer with 0 % interest for 18 months. I used the card during XXXX and my first bill came in XXXX. The bill was due XX/XX/XXXX and it slipped my mind and I paid the bill on XX/XX/XXXX, asking to please give me a forgiveness so I did not mess up the 0 % APR. They would not. The next bill came around in XXXX, and I made the payment - XX/XX/XXXX {$36.00} ( minimum payment ) and paid a {$30.00} late fee. My XXXX bill had a balance of {$390.00} and a statement saying I had auto pay set up for {$60.00} on XX/XX/XXXX- however whats reflected on my account was a {$23.00} payment and {$41.00} late fee. ( My bill was due on the XXXX ). I went on the chat and got all of this fixed. I started paying the minimum monthly payment. When I recognized the first auto payment did not go through, I paid {$100.00} immediately to the account. I went on the website again to set up autopay AGAIN and everything had finally got ironed out. Thinking I was being credit responsible, I had a {$530.00} balance, as of today and a thought a {$2000.00} credit limit. My XXXX bill was unable to be downloaded on Synchronys website ( that shows my credit limit of {$2000.00} ). However, I was able to find my paper statement from XXXX and I did reach out to Lowes on XX/XX/XXXX and ask for the three statements from XXXX. I was told it would be sent within 14 days. On the XXXX statement, it says the auto payment for XXXX was set up to be paid XX/XX/XXXX for {$60.00} - my entire balance was {$390.00}. The statement shows my line of credit as {$2000.00} per the agreement. Again, I thought this was helping my credit and credit card utilization. In XXXX, I received my statement. My balance in XXXX was {$730.00} and my credit limit was shown as {$760.00}! Much different than a {$2000.00} limit. I went to make a purchase tonight XX/XX/XXXX and it declined my purchase? I looked up my account and my credit line showed {$760.00} and my balance was {$530.00}. It shows that I am utilizing 77 % of my credit line, when I think I am being responsible! I have received notices that the autopay has been going through as expected and I have not made any extensive purchase between XXXX and XXXX. I believe this is fraud and misrepresentation. I asked for them to up my limit back to {$2000.00} as the agreement was made. I would have never taken a hard hit on my credit report for a credit card of {$760.00}. It affects my credit score in an undeniable way. My first thought was to completely pay the entire balance, however I did cancel that. My limit should have never been dropped down to {$760.00} without my knowledge! I have worked so hard on my credit and I am appalled that someone who is trying to be financially responsible has to go through issues such as this! I did set back up my auto payment for minimum balance per month. However, this entire situation is not right. First, to take away the 0 % APR. Then, deny my request for a credit increase, why would they give me an increase when it seemingly looks like Im utilizing 77 % of the cards limit, but should only be utilizing less than 25 %? I just received a {$6000.00} yearly annual raise. This is not right. I do think there is a way to get the consumer protected from instances such as this. I understand the economy is taking a hard hit, but do not hit the consumer in the process, especially the ones who are paying their balances! Its making a negative impact on our scores that does help us make it through hard times, as well. I am hoping that this can be resolved, my credit line return to {$2000.00}, per the reason I accepted the credit card was in case I needed to purchase appliances for my elderly mother and it fix my credit card utilization. I will not stop until the credit line is fixed and correctly indicated on my credit report! I have a care credit card through Synchrony as well, that I have a {$0.00} balance on. I am credit worthy and responsible. Thank you for your time.

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