Consumer complaint received 2018-02-22
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I applied for a credit card at XXXX XXXX to get a discount. After 2 months of not receiving a bill, I understood that my payment was late ; and provided the telephone rep who called me with a debit card to make payment by phone. I also told her that I had never received a paper statement and asked her to send me one for my records. She gave me a confirmation number for the transaction. 
In early XX/XX/XXXX, I had started receiving statements by mail, but they reflected an outstanding balance still, late fees and interest charges. I called XXXX XXXX XXXX XXXX and asked for a manager, I provided him the confirmation number of my payment and opened a complaint # XXXX, which started an inquiry on their end as to whether they were paid. By XX/XX/XXXX, I was still getting an invoice, collections notices and more penalty fees. I called again and asked for a manager. I was told the investigation had not been completed, but that I would be notified by mail of the results. 
By XX/XX/XXXX, I still had not been told about the investigation, but I was still receiving invoices for more and more money. I called and spoke to another manager, XXXX. She told me that she would reopen complaint # XXXX. She also told me that they would send 1 ) written confirmation that my balance due was only the original purchase of {$200.00} ( and not the {$410.00} that I was most recently billed ). She also confirmed that they would confirm the financial institution that they did not receive payment from. By this time -- 7 months after I paid this bill, I did not recall the debit card I used by phone. 
It is XX/XX/XXXX, and while I continue to receive invoices for more money, I still have not received written confirmation of the real balance due or results of the inquiry associated with complaint # XXXX. Put plainly, I have no way to verify that XXXX XXXX XXXX XXXX hasn't already been paid! I called and waited 5 minutes to learn that XXXX, a " manager '' in the the collections department -- which I am routed to when I enter an account number, something I'm required to do before advancing in their automated system -- couldn't look up the complaint # I had. I waited another 10 minutes to speak to a customer service " manager, ''  XXXX. I confirmed with XXXX that absolutely NO ACTION had been taken to respond to my XX/XX/XXXX call even though I was being billed for more than 200 % of what I actually owed. She likewise couldn't access the complaint and kept me on hold another 10 minutes ( 25 mins cumulative for the day ) to speak to an escalation " manager, '' XXXX. I informed XXXX that after 4 calls, 7 months and over 2 hours on the phone with " managers '' at XXXX XXXX XXXX XXXX and XXXX XXXX customer service today was my final attempt to resolve the matter. ( Every interaction has been recorded, which I confirmed this evening. ) After 54 minutes of holding, the call abruptly disconnected and no one called me back to apologize or respond to my original request.

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