Consumer complaint received 2023-02-27
Company: SYNCHRONY FINANCIAL
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
My account was set up on automatic payments. The original account that was set up had a fraud issue and payment did not go through. Immediately after realizing that my payment did not go through due to fraud, a payment was made to supplement the payment. I contacted Synchrony on this issue and was told all was well and to not worry. We updated the automatic payment information to a new account and proceeded. Payments went through fine until I noticed that a scheduled payment did not go through. When looking online, it rerouted to the previous account that we stopped using due to the fraud charges. Contacted customer care, to see why the payment reverted to the old account, was told by XXXX that it must have been a glitch. Updated the account information back to the previous account, but this time kept an eye on the payments to ensure that they went through. Checked the payment a day before it was to be processed and it stated, " You have an automatic billing payment in the amount of xx.xx coming out of account XXXX on XXXX. '' Took a screen shot of the CORRECT information for payment. Waited while the payment was processing and then once again ... days later the payment still failed to go through. The payment once again reverted to the old account even after deleted. At this time, we received a letter stating that the account was now closed by guarantor due to returned payments! They lowered the credit limit and utilization on my score went through the roof because now it shows that I am maxed on the credit line but on time payments continued to show as we always rectified the payment due to their glitched system. 

Decided to just pay the card off in full to avoid any more negative remarks on our credit report and to be able to be approved for a home loan, got online to make payment and the online system once again says it is having trouble accepting online payments at this time. So, I contacted synchrony again for this issue to pay the balance in full and spoke with XXXX on XXXX and was told that we are not the first people to complain about the issues with payment. I was transferred to a customer service department to see what they could do about the issue at hand to remove the negative remarks or reopen the account and was told that they could not do that but recommended that we file a dispute with the credit bureaus. I asked what good that would do... the credit report shows on time payments, but the account was closed, and damage was done by this time. Told me to call back on XXXX  to escalate the issue for them to look into the matter. I paid the balance on the line off in full to avoid further negative reporting and they did remove the interest and return fees. 

XXXX I called synchrony bank again to look into the issue. While everyone understands that this shouldn't have happened, no help was offered. I had to escalate through XXXX different levels of management, only to be rudely spoken to by XXXX who told me that I could submit a statement to XXXX XXXX XXXX XXXX, XXXX  XXXX. She would not provide me with her employee ID number for reference or any information on the process of sending a statement.

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