Consumer complaint received 2020-09-29
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2020, I called in to synchrony bank who is the financial institution that represents XXXX XXXX in XXXX Florida. The reason for my call back then to synchrony financial was to obtain the balance owed on my account and to submit payment. When I spoke to the representative there at synchrony financial to confirm my balance that was owed I was {$29.00}. 

The representative from Synchrony financial told me over the telephone that the final balance once paid my account would be completely closed and that would be it. Since then until this past XX/XX/2020 I have never received any other statements or phone calls or emails from synchrony financial. This past Friday I received an email as well as a statement in my PO Box mail from synchrony financial demanding payment on the account. As well as, the balance owed of {$280.00}. 

This past Friday I made several attempts to contact synchrony financial at the number thats on the statement and could not reach anybody because I was placed on hold for very long periods of time. In the email that I received today there was an additional telephone number for me to contact them. 
I finally made contact with Synchrony financial and I spoke with a representative today.representative today to speak to them regarding the account and to inquire about what is going on with this account. 

The representative that I spoke with made it seem that I was in the wrong and that the representative who helped me previously made a mistake back this past XXXX. I also spoke to supervisor explaining the tire situation and what has taken place in XXXX and recently now. Both representatives including the supervisor I spoke with told me that there was really nothing that they could do. 

The only thing they would offer was credit me back 1 late fee of {$40.00}. I explain to the representative and the supervisor but that wasnt good enough because I did nothing wrong to incur extra interest and late fees to this account. My payment history with them was very good because I paid every two weeks instead of every month 200+ dollars every month. I did this purposely to reduce the payments in the balance that was out on the account as well as interest paid.

So Im asking from you the consumer financial protection bureau to help me resolve this matter with synchrony financial and their abusive tactics and try to rip me off and charge me more interest and fees that I do not deserve to pay because of their error. I just got a statement this past  Friday or Thursday and when I saw that they were saying i still owed them money I was shocked. 

Since XXXX until now I havent received any statements mailed to me at my post office box anytime since this past XXXX. Also they began to email me requesting for me to contact them regarding my account and this began Thursday or Friday of this past week XX/XX/XXXX or XX/XX/XXXX. Since this past and at no other previous time Did they tried to contact me via US mail Or by telephone or by email since this past XX/XX/2020. 

In closing, I am asking for your assistance to help me and finding a resolution to get this problem taken care of. I am a responsible consumer and an adult and I pride myself in doing the right thing always. However, I will not allow someone to take advantage of me or abuse my rights as a consumer.Also Ive tried to remedy the situation however they refuse to work with me and wanting to charge me more interest and late fees that I believe I do not owe them. I made every attempt to pay off this debt and I thought based off my conversation with the representative this past XXXX that everything was paid off in full and the account was closed. And since then Ive never received any other communication from them until this past Friday that I received a statement and several emails requesting that I contact them regarding this account. If I owe them money with regards to what was it paid in XXXX I will pay it. However it is not my fault for the actions or the negligence that they did. They also have greatly damaged my credit standing and reported negative information regarding this account that in my opinion is incorrect. I am seeking restitution and corrections to my credit add to this account as soon as possible. 

Again thank you for your help and assistance and I look forward to hearing from you soon. 

Sincerely, XXXX XXXX

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