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

Complaint:
XXXX XXXX Sleepys open-ended credit account - Payment due date was XX/XX/XXXX which was a Sunday, so payment was made on Monday, XX/XX/XXXX. The Truth in Lending Act : SEC. 106. RULES REGARDING PERIODIC STATEMENTS. ( a ) IN GENERAL.Section 127 of the Truth in Lending Act ( 15 U.S.C. 1637 ) is amended by adding at the end the following : ( o ) DUE DATES FOR CREDIT CARD ACCOUNTS. ( 1 ) IN GENERAL.The payment due date for a credit card account under an open end consumer credit plan shall be the same day each month. ( 2 ) WEEKEND OR HOLIDAY DUE DATES.If the payment due date for a credit card account under an open end consumer credit plan is a day on which the creditor does not receive or accept payments by mail ( including weekends and holidays ), the creditor may not treat a payment received on the next business day as late for any purpose. Was charged a late fee, but called and agent said as a courtesy they would credit it since they understood the due date was a Sunday. XXXX XXXX continues to charge late fees ( and then interest on the late fees since this account is deferred interest ) because they claim I should have still made the minimum payment to include the late fee, but this was not explained and no disclosure was read at the time. My XX/XX/XXXX statement that 2 more fees had been charged and again, they credited them, apologized for the error and promised this issue would be corrected so that this would stop happening. He promised to note the account so if it happened again, I could call and get it corrected yet again. Again another fee was charged on XX/XX/XXXX. Called again on XX/XX/XXXX and promised it would be corrected and was advised to only pay the minimum payment and it would all cancel each other out and reset to normal for the XX/XX/XXXX payment. Apparently, unless you STILL pay the minimum payment showing on your statement, they consider you late, but no one has ever told me that until now. Called again on XX/XX/XXXX and asked to speak to two different managers NOW IN COLLECTIONS because no one will fix this issue by resetting the minimum payment to what it should be after the credits. I have been told that collections does not have the ability to do that or remove any fees and I need to call Customer Service. Customer Service says they can not help because it is in collections. The collections manager I spoke to last was very apologetic and said that if we were promised this would be resolved, it should have been and he was going to escalate this to the " Concerns '' department and that they could pull the call if needed to confirm what I was told. He said he would try to reach out to CS to see if he could get them to reset the account to reflect the correct minimum payment due so this will stop happening and told me to call back on Tuesday ( today, XX/XX/XXXX ) to see if anything had been done and he would note the account with details. Called Customer Service today-still unwilling to remove any more fees and refused to help with anything. Said minimum payment is inclusive of a " past due fee, not a late fee ''. What is the difference??? Said if not paid in full another fee will be added again. They keep giving me the run around. This company is deceptive and has fraudulent practices. I can see why they had to pay {$220.00} million in 2014 for deceptive practices. Working on getting a bank loan to transfer this balance out of this company.

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