Consumer complaint received 2017-08-07
Company: SYNCHRONY FINANCIAL
State: KS
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
hello. today I spoke with XXXX # XXXX, account manager at amazon.com. I called in reference to the constant late fees that had been applied to my account since XX/XX/XXXX. I am a XXXX XXXX veteran who gets paid once a month, so I pay and track my credit cards on a monthly basis. Every month, I call the amazon credit card phone system to see what my monthly bill will be. I have always submitted an electronic monthly payment of XXXX dollars on the XX/XX/XXXX of the month, since I opened this account. After I have made my payment I would call the amazon phone system to make sure my payment was processed and if I needed to make any additional payments. this is the body of my complaint, " how their phone system is informing a customer like my self of what the minimum payment is due. '' the Amazon phone system is not an accurate reporting system and is the reason why I am being charged these late fees. My payment due date is the XX/XX/XXXX of each month. For example take this month of XX/XX/XXXX ; I have made my payment of {$75.00} on the XX/XX/XXXX and called their automated system to see when my payment was applied and how much if any additional I may still need to pay. their automated system states '' your minimum payment due for the billing period ending XX/XX/XXXX is {$99.00}, thank you for your payment of {$75.00} received on XX/XX/XXXX. '' I am not the most  intelligent person, however this leads me to believe that I still owe amazon {$24.00} for this current bill. The automated system DOES NOT SAY, " YOUR MINIMUM PAYMENT DUE for the billing period ending ON XX/XX/XXXX IS {$160.00}, THANK YOU FOR YOUR PAYMENT OF {$75.00}. YOUR REMAINING PAYMENT DUE IS {$99.00} DOLLARS, '' which I believe it should so customers are not mislead and charged these late fees. I feel this is a deceptive and unfair payment notification system being implemented by Amazon. their automated information should accurately state, " YOUR MINIMUM PAYMENT DUE for the billing period ending ON XX/XX/XXXX IS XXXX, THANK YOU FOR YOUR PAYMENT OF XXXX. YOUR REMAINING PAYMENT DUE IS XXXX DOLLARS. '' faithfully I would call the amazon system and if there was any amount in excess of that {$75.00} dollars I would just phone in the payment, for instance the system stated {$99.00} dollars was due on XX/XX/XXXX, so intended to phone in a payment of {$24.00}. not at one time did the system inform me that the payment due XX/XX/XXXX was {$160.00} and the payment I had already made was applied towards that {$160.00} amount. I have recently gained access to a computer that allows me to securely access their website and I noticed that I had been being charged these late fees and come to find out per XXXX # XXXX I had been being charged these late fees as of XX/XX/XXXX.  XXXX is a very professional person and credited these fees and interest as of XX/XX/XXXX, however I inferred the fact that I was mislead by their automated system and should be credited to the fullest extent of retroactivity for all late fees and interest as of XX/XX/XXXX. Again, I barely use the card and the fees totaling in excess of XXXX have been added to my balance and accrued interest. I have multiple credit cards, when I call their automated systems I am told accurately, YOUR MINIMUM PAYMENT DUE for the billing period ending ON XXXX IS $ $ , THANK YOU FOR YOUR PAYMENT OF $ $ $ YOUR REMAINING PAYMENT DUE IS $ $ . again I believe this is a deceptive trade practice and my account should be credited to the fullest extent of retroactivity for all late fees and interest as of XX/XX/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 explanation