Consumer complaint received 2020-04-07
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
On XX/XX/2018, I opened a CareCredit/Synchrony Bank ( CC/S ) Account through my XXXX  office for XXXX  for {$5600.00}. On the sales draft between me and CC/S, the XXXX   office coded the purchase correctly for no interest for 12 months. That day, a few minutes later, the XXXX  called the company back and had them change the purchase to No Interest If Paid In Full for a term of 36 months. The representative of CC/S advised both of us, on speaker phone, on the 1st statement, it should change to the correct term of 36  months. 

From XXXX to XX/XX/2018, the promotion was correct ; No Interest If Paid In Full. On XXXX 's statement, the promotion was changed to Fixed Payment Reduced APR. Myself and the XXXX   called continuously to CC/S to get the promotion changed back. On XXXX 's statement, the interest charges were refunded onto the account. Then on XXXX 's statement, the promotion was changed back to Fixed Payment Reduced APR. When calling CC/S, they advised someone had called and told them the cardholder ( me ) asked for it to be changed to a Fixed Payment Reduced APR promotion. When asked for the confirmation for that phone call, they are unable to produce my call, as I did not make one asking for the change. I did not accept the Fixed Payment Reduced APR promotion by writing, orally, or through any type of expressed consent. 

From XX/XX/XXXX to present day ( XX/XX/XXXX ), the promotion has been Fixed Payment Reduced APR and I have been being charged interest each month. 

Within this time period, myself and the XXXX  have called CC/S over an unknown amount of times. Myself and the XXXX  have called separately and together in the same room to CC/S, as they tell us both that we both need to call to have it changed. When the XXXX  calls, they tell the XXXX I need to call. When I call, they tell me the XXXX needs to call to have it changed. When we are on the call together, they tell us they can not change it anymore as it is past the 90 days. 

I have talked with multiple representatives, mangers, and supervisors. Each one tells me they are unable to change it back as it has been over the 90 day period, though we have both been calling since the month it was noticed it was not changed. 

I have had two supervisors over the last few months tell me they can change it, as I have told them ( as I have in the past ) that I have the original sales draft with the correct promotion. The first supervisor told me they would request the change and it would take 2 statements to change and all of the interest, well over {$1000.00}, would be refunded to the account. He advised to send in the sales draft using their online message and he would personally get it fixed. On XX/XX/XXXX, I sent in the sales draft. On XX/XX/XXXX, I received a message advising it had not been changed due to not having a 36  month promotion and to respond to have it changed to a 6,12, or 24 month. On XX/XX/XXXX, I responded back asking questions about how the 24  month would be implemented. On XX/XX/XXXX, I received a message saying they corrected the purchase to 24  month deferred interest and within 24/48 hours, the interest should be refunded. 

On XX/XX/XXXX, I checked the account for the change. It hadn't been changed and therefore, I sent a message using the same chat feed to ask about the interest charges still showing. On XX/XX/XXXX, they responded advising they needed more time to complete research and would send a written response and it could take up to 30 days. On XX/XX/XXXX, I sent a message asking for another update on the interest charges and advising the sales draft, which was the legal binding contract needed to send to have it changed, was sent. On XX/XX/XXXX, I received a message stating the information was incorrect and this individual would forward the inquiry to the Promotions team to code to a 24  month promotion and it could take two billing cycles. A written response would be sent with the resolution. 

On XX/XX/XXXX, I received the written statement advising the promotion would not be changed and advised to refer to the store/provider where the item was purchased to have the promotion corrected. 

On XX/XX/XXXX, I contacted the company about the " resolution '' and the supervisor advised she requested for the change to happen to 36  months and to look for the interest to be refunded on the next/XXXX  statement and a written letter again. 

As of this date, XX/XX/XXXX, the interest has not been refunded. The account has been paid on time and in full each month. 

I have sound recordings and text copies of chats and phone calls from the more recent communications with CC/S. I have all statements, any letters from CC/S, and the original sales draft. I have also been told by CC/S that all of their calls are also recorded.

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