Consumer complaint received 2021-10-01
Company: SYNCHRONY FINANCIAL
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Hi, I was informed via phone message there was a problem with my Synchrony Lowes Credit account payment that I made on XX/XX/2021 in the amount of {$29.00}. So when I called back to see about it I was told my payment was rejected and to check with my bank as for the reason for this. So I called my bank XXXX XXXX XXXX XXXX who told me that the payment was never processed and that there is no record of it either being authorized or reversed for any reason i.e. insufficient funds. My bank statement for the date the payment should have been processed will show this. No payment attempt was made. So the money was in the bank account it just was never processed correctly and for whatever reason in error was rejected. Now along with Lowes 4 other Synchrony accounts of mine are now closed and I do not have access to credit with any of them. Lowes, Sams Club, Ashley Furniture, JC Penney, and Lumber Liquidators for a total of 5 are all closed and read closed by credit grantor now on my XXXX credit report as of XX/XX/2021. All of which I pay every month with my XXXX XXXX XXXX XXXX XXXX account. Same bank routing number and account number for all these Synchrony accounts listed above and all were processed with my XXXX XXXX banking account and posted in XXXX with no problem and my bank statement has all of these transactions listed. Also, all of the other payments for Synchrony Lowes leading up to this payment were made correctly as well using the same XXXX XXXX account. I also tried to do the online chat feature Synchrony Lowes provides to no avail. The man I spoke with checked on the reason the payment was rejected he said insufficient funds? Which I was told by another Manager on the phone it just say rejected no reason. I told him he was incorrect about the insufficient funds as per my banking institution. He then asked me for my banking info via the chat routing number account number which I did not feel comfortable with he assured me its safe and then sent me the address to send a check? When I asked if sending in the {$29.00} would put my account in good standing he said it would so I wanted to make sure so I explained that my account along with 4 others were closed. He told me have a good day and that was it on his end. I screen shot the conversation and would like to include it as well. With customer service such as this its easy to get deterred. I work hard and I do my best to always pay my bills I feel like this has taken up time I could be putting to good use elsewhere instead of pleading my case for something thats not on me I submitted the payment on time it didnt take for whatever reason now my accounts are closed that doesnt seem fair. So thats the reason I filed this complaint thank you and I apologize for the length of the writing. Just wanted to make sure I included everything.

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