Consumer complaint received 2022-06-21
Company: SYNCHRONY FINANCIAL
State: PR
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:
To Consumer Financial Credit Protection Bureau Complaint The Facts ( Summarized ) Last XX/XX/XXXX, I sent the e-payment to XXXX Bank corresponding to the amount of {$8800.00}. Days later, I found out that by mistake, I used my wifes Bank account and so, I notified it to Synchrony Bank Customer Service by phone. After informing it, Synchrony Bank has incurred in a series of errors that far from resolving the situation that they have caused, was to complicate the solution of the case. I summarize it as follow. 

In their letter dated XX/XX/XXXX, Synchrony said to me that an amount of {$8800.00} was mistakenly applied to my XXXX XXXX account. Certainly it was not an error, the amount charged to my Synchrony Bank Account was correct. See exhibit 1. 
On XX/XX/XXXX, I made an e-payment ( on time ) using the account ending XXXX that really belongs to my wife, and so it was debit to her bank account when it should be debited to my bank account ending XXXX, both of XXXX XXXX. XXXX XXXX  reference XXXX XXXX XXXX XXXX epay XXXX and XXXX payment confirmation XXXX. See exhibit 2 and 2 A. 

This happened because those account were originally in the XXXX of XXXX XXXX. This bank was sold to XXXX XXXX  XXXX XXXX XXXX and the account number changed. 

By mistake I took the wrong account number ( from my wifes bank account ) and registered in the Synchrony Bank. As you can see, the problem was the account with which I made the payment. So the problem was not a wrong payment credit posted to my XXXX XXXX account as they as said in their letter of XX/XX/XXXX. 
The e-payment was correctly made and sent, it was not awarded by them. See exhibit XXXX and XXXX Therefore the credit of {$8800.00} and debit for the same amount they did, does not proceed. That was a fatal mistake of Synchrony. See exhibit XXXX. And XXXX This was resolved with my wife. The charge of {$8800.00} is correct and was already paid with account number ending XXXX belonging to my wife. See exhibit XXXX and XXXX. XXXX XXXX  reference XXXX XXXX XXXX XXXX epay XXXX and XXXX payment confirmation XXXX. 

In both letters dated XX/XX/XXXX, Synchrony request to me that send the details of how it was paid, date, confirmation number, payment amount and routing number to demonstrate that the credit was never made to account in question. See exhibit XXXX and XXXX They also requested the account statement ending XXXX. And so I did it. I included account statement acct. ending XXXX from XX/XX/XXXX to XX/XX/XXXX. See Exhibit XXXX XXXX XXXX XXXX reference XXXX XXXX XXXX XXXX XXXX XXXX ) I sent copies account statements to prove that the money they charged never returned to my wifes account ending XXXX. See exhibit XXXX For those days, I sent copy of the exhibits that support that the money was not returned to my wifes account as should be and they continued making improper charge of interest and even. The question is : Where is the money? What a mess they have had armed. 

Synchrony Errors Discussion and Analysis of Finding In letter dated XX/XX/XXXX ( reference XXXX ) Synchrony alleged that by mistake a payment in the amount of {$8800.00} was applied to your XXXX XXXX XXXX XXXX Card account. This is their first mistake. The error is to say that during a review of our account records we discovered that a payment amount of {$8800.00} was mistakenly applied to your XXXX XXXX XXXX XXXX XXXX. To correct that error we are charging you the same payment amount to void the payment ( Second Mistake ). This adjustment will be reflected on your next statement. See exhibit 1 That is not true, the amount charged in the account and the payment I did, absolutely corresponds to the account statement of XX/XX/XXXX. See exhibit XXXX and XXXX XXXX XXXX  reference XXXX XXXX XXXX XXXX XXXX XXXX and XXXX payment confirmation XXXX What actually happened was that I mistakenly put my wifes bank account number in the payment methods of Synchrony Bank account instead of taking my account number, and so I informed to Customer Service Agent by phone. What really corresponded was either to make a credit to my wifes account or write a check to return the money, which they never did. Other option was leave ( make the credit ) the payment with the account number ending XXXX. 

Instead they sent a complaint ( third mistake ) ( unnecessarily ) to the Fraud Division for an investigation that last at least, 60 days, may be more. During that time, there is no evidence that Synchrony have done ( post payment ) the credit to my wifes account that ends in XXXX ( fourth mistake ) they never has not have any reference for its return or when it would be reflected in the account that ends in XXXX, nor did ever issued a check, which was what it really came from. By letter date XXXX, XXXX XXXX and XX/XX/XXXX, I explained to Synchrony detailing everything that happened. See exhibit 5 and 5A. 

In letter date XX/XX/XXXX Synchrony Bank warned that they were investigating my request and they made a credit for the amount of {$8800.00}, which will be reversed if they can not locate the payment or determine that the payment was not made. In another letter with the same date, they request the number of the account with which it was paid, the date on which it appears reflected, the amount of the payment and the XXXX ( XXXX ) digits bank route number. This was done by means of letter dated XXXX, XXXX. See letter dated XX/XX/XXXX, I sent by certified letter dated XX/XX/XXXX. See exhibits 5a and 5 B. 

In another letter received from Synchrony Bank dated XX/XX/XXXX, they notify me that our records indicate that the payment in question was applied to your account on XX/XX/XXXX in the amount of {$8800.00}. and the XX/XX/XXXX statements that Synchrony Bank credited {$8800.00}. See exhibit XXXX Please, pay attention to this, later in a letter in XX/XX/XXXX Synchrony once again claimed that they could not locate any payment. They requested again a copy of the same documents has already been sent. See exhibit XXXX This time I send to Synchrony all documents they requested before on a letter dated XX/XX/XXXX, in which I explained once again what really happened from XX/XX/XXXX to XX/XX/XXXX. All documents were sent to Synchrony Bank by letter next day delivery mail and via fax. See copy of mail and fax receipts of XX/XX/XXXX Synchrony Bank, See exhibits 8, 8a, 8b In a letter dated XXXX, XXXX, XXXX ( see exhibit 9 ), Synchrony Bank told me that the payment that was missing in the account was received on XX/XX/XXXX was corrected ( FIFTH ERROR ) THAT PAYMENT WAS MADE ON XX/XX/XXXX. See XXXX and XXXX XXXX XXXX  reference XXXX XXXX XXXX XXXX XXXX XXXX and XXXX payment confirmation XXXX Everything went well, the account seemed to been corrected See exhibit, but until last XX/XX/XXXX, I checked my XXXX XXXX account and called the customer service agent at XXXX XXXX  to inform that my identity had been stolen and the account had been full charged. The customer service agent when she took a look, informed me that it is not an identity thief, but an error from the Bank and would consult with her supervisor. After an hour waiting on hold, she told me that they found that the credit had never been made to the account, and they ( she and her supervisor ) did not found that the Bank had made a check to reimburse the money. So, she told that she couldnt make any change because that was under the control of Accounting Department. 

On XX/XX/XXXX I called again to follow up the case and I spoke with XXXX XXXX, a custormer service agent, he told me that case had a lots of mistake during the solutions and will consult with an XXXX. He told me that Synchrony will issue soon the resolution of the case. It would come out on XX/XX/XXXX. Until today, it has not come. 
Synchrony is back, they make the Sixth mistake. 

It turns out that in the account statement for the month of XXXX, no satisfied with previous messes they make the same charge of {$8800.00} TWICE. See Exhibits 10 and 10a Until today I have not received from Synchrony Bank any resolution they promised. Its been almost a year since Ive been trying to get Synchrony Bank to finish this mess theyve made with my XXXX XXXX XXXX Account, and they have done absolutely nothing to correct this distressing situation despite having sent three times the document they requested. I am very confident that you will help me to end ( finish ) this agonizing situation with Synchrony Bank and left my account on {$0.00}. and do not affect my historic credit. 
e-mail. XXXX Best Regards XXXX XXXX XXXX XXXX. Apologize for my English.

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