Consumer complaint received 2023-05-20
Company: SYNCHRONY FINANCIAL
State: MO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I have an XXXX XXXX Secured Credit Card, issued by Synchrony Bank. 

On my XX/XX/XXXX statement I incurred a {$29.00} late fee and interest charges in the amount of {$7.00}. I did not recall getting my statement via the U.S. Postal service but assumed I must have missed it. I contacted Synchrony to ensure I was on paper billing and they indicated that I was. 

On my XX/XX/XXXX statement I again incurred a late charge in the amount of {$40.00} with interest in the amount of {$9.00}. I did not receive a paper bill again. 

I rely on paper billing for companies I do business with ( old school I know ) and as of last week my XXXX  credit score received via my XXXX XXXX account has my rating at XXXX. 

XX/XX/XXXX I again contacted Synchrony via their chat services and corresponded with XXXX XXXX ( Chat ID XXXX ). I was told that I was on paperless billing. I never changed my election to non-paper billing and asked why it had been changed. I did not get a clear answer but was offered that they would refund the late fee and interest charges. And she assured me that I was now on paper billing. 

XX/XX/XXXX I contacted Synchrony and chatted with XXXX referencing my previous chat ID number. I told her that a credit for the interest in the amount of {$9.00} was posted to my account under the activities portion with an effective date of XX/XX/XXXX but that the {$40.00} late fee had not posted to the account she assured me the {$40.00} late fee was credited to my account and I asked where was it on the account for my review. She never really gave me an answer but while chatting with her she turned off my paper billing and put me on paperless billing. When I asked her why, she indicated I had answered yes. I had answered yes to her prior question. I then asked to be transferred to a supervisor. I was transferred to an Account Manager named XXXX XXXX. I again went through my questions/concerns regarding the credit and do they systematically remove customers from their elected billing preference. He indicated no, I again asked for confirmation in writing and again was not proved the requested information. He indicated that the credit for the late fee was indeed on my account and would be on my next billing statement and that I was back on paper billing. 

XX/XX/XXXX my monthly billing statement posted to my account with a closing date of XX/XX/XXXX. Upon my review I see the {$9.00} interest credit posted with an effective date of XX/XX/XXXX. However, the {$40.00} late fee is not on the statement. I start a chat with XXXX XXXX again going through my issues. She also tells me that they do not systemically remove people from paper billing and she assured me the credit was on my account and that I was on paper billing and would receive my XXXX statement via the postal service. I again asked where I could see the credit on my account and was not given an answer but again she reassured me it was taken care of.

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