Consumer complaint received 2023-10-05
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/XXXX, I filed a complaint with the NC Attorney General XXXX XXXX, and waited for a response. No response was received so in XXXX I sent a query asking about the status of the complaint. Then on XX/XX/XXXX, I received an email from the NC DOJ, ( XXXX XXXX XXXX XXXX Protection XXXX ) informing me that she had referred my complaint to the Consumer Financial Protection Bureau XXXX XX/XX/XXXX. ( I have received no communication from your bureau. ) She suggested that I re-file the complaint to your Agency The NC DOJ file number is : XXXX I will re-state the complaint : On about XX/XX/XXXX, I purchased a deck from XXXX XXXX, ( XXXX XXXX XXXX XXXX ) to be built at my home in XXXX XXXX XXXX XXXX The project XXXX was XXXX XXXX ) who was in charge of the installation. He signed me up for XXXX 's 24 month, no interest due if paid within that time period. 
There were multiple delays on their part and so as the months went forward and the project was not started, ( but I was being charged and making payments to XXXXXXXX XXXX XXXX Synchrony ) I asked XXXX to cancel the project. 
I then received a call from XXXX XXXX, asking me to speak to " XXXX '' he said the store XXXX. He said that she had news that I would be glad to hear. I called XXXX and she told me that XXXX would reduce the price of the project {$2000.00}. if I would go ahead with it. So I agreed and they came and built the deck and did a fine job I continued to make my payment when due without fail. 
Then a year ago, last XXXX ( XXXX ) I called Synchrony and asked the Customer Service Representative what the payoff amount would be on the Deferred Interest Account, as I wanted to pay it off. She gave me an amount of {$11000.00}. I told her that I would be transferring that amount to Synchrony to pay off the XXXX XXXX account only. ( Because I had a regular account, ( that is not a Deferred Interest account ) that I was paying on also, that was separate from the Deferred Interest account that I was paying off and I wanted no mistake to be made. I intended that the {$11000.00} be used only to pay off the XXXX XXXX account. I also made a payment of {$210.00}, which was the payment due for that month on the other account. I asked the Representative to be sure that the money would be managed between the XXXX accounts in that way and she assured me that it would be. I continued to make my monthly payments in the amount that Synchrony sent me each month, thinking that the XXXX XXXX account was paid in full. ( Synchrony doesn't send a full statement per month on the accounts, only the payment amount. ) But then when I received my XX/XX/XXXX statement for XXXX, I discovered that I was being charged the full 24 month interest amount of {$6600.00} as though the Deferred Interest account had not been paid off! 
I contacted Synchrony Bank several times, to be only transferred from XXXX representative to another. No one could offer any solutions, except XXXX did say that the {$11000.00} was partially applied to the " regular '' account. I asked at XXXX point to speak to a supervisor, and she said that it would take up to 60 days to review my account. I have not heard XXXX word from them. No correspondence from them either. 
I have continued to make the large payments each month, even though they are charging me interest upon the XXXX XXXX .... I've made the payments. 
Now in addition to my original complaint, I've discovered that without my permission, XXXX 's cashiers have put XXXX different purchase amounts into XXXX XXXX accounts! 
I have asked an accountant to review my entire account with XXXX 's since the initial deck purchase, because they don't make it easy to understand what they and Synchrony are charging and billing you for. 
As I said in my initial complaint to the NC DOJ, I am XXXX XXXX XXXX and work full-time. My money doesn't come easy. I hope that you can help me with this. 
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX, NC 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