Consumer complaint received 2020-02-29
Company: SYNCHRONY FINANCIAL
State: TX
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
According to my records, my statement balance was {$100.00} by XX/XX/XXXX. When I went to make my monthly payment due on XX/XX/XXXX, my statement balance read {$2100.00}. 5 different charges were made to my account that I did not authorize. In the history of my account 's existence I only made 2 purchases and only focused on paying off my balance due. I called Synchrony Bank to get this error fixed on XX/XX/XXXX, at XXXX XXXX. My account was closed that same night and I was told a new card would be sent to me while all these transactions were going to be investigated. 

I received a new card and account number sometime in XXXX. I called Synchrony asking why my new account had a balance of {$530.00} when according to my records I only owe {$100.00}. It was shown that another unauthorized charge was made on XX/XX/XXXX. Im raising my concern seeing that charges were able to be made on a new account that I didnt even have access to at the time. I sent a letter through certified mail on XX/XX/XXXX stating all of these issues and that my statement balance was now showing up to {$660.00}. When after my payment of {$25.00} made on XX/XX/XXXX, is posted, my records and Synchrony 's should show I would now only owe {$25.00} to my original balance. 

I requested that the errors be corrected, that any finance and other charges related to the disputed amount be credited as well, and that I receive an accurate statement. This included the late payment for XX/XX/XXXX which only was incurred due to my account being shut down and me not having access to it until I received a new account number. And the interest charge of {$2.00} Posted XX/XX/XXXX. 

I had enclosed copies of my emails. The first one was from XX/XX/XXXX, which showed the current balance owed which I was agreeing to. The second is of the incorrect balance of my new account from XX/XX/XXXX. The third and fourth have my posted payments highlighted. Along with interest and late fees that Im requesting to be correct. Finally, I provided the payment confirmation of the last payment made. All these documents I believed supported my position. I asked Synchrony to investigate this matter and correct the billing error as soon as possible. 

With each billing period my balance due just kept increasing. Mostly due to interest charges. I had called Synchrony once more on XX/XX/XXXX and was told that everything was still under investigation but that I would no longer be receiving any calls or email until the matter was resolved. Unfortunately that wasn't the case. The calls and emails continued with reminders to pay my bill. I called Synchrony again on XX/XX/XXXX, to find out the status of the fraud investigation seeing that they kept trying to recieve a payment. I talked with a member of their fraud department and apparently a charge was overlooked and that according to their calculations I should have a XXXX  balance once all fees and unauthorized purchases were removed. I was happy to hear this since it matched up with the records that I indeed owe nothing. Finally by XX/XX/XXXX, my account statement read as a XXXX  balance. To say the least, dealing with this situation has been a total nightmare so I decided to close my account right away. I received a confirmation number and I thought that would be the end of this situation. 

Unfortunately, it wasn't. I received an email from my statement on XX/XX/XXXX stating that I had a XXXX  balance. I didn't think anything of it. Now fast forward to today XX/XX/XXXX. I received another email statement this time it said I now have a balance of {$100.00} with my minimum payment being due. Needless to say, I'm fuming mad now. I called Synchrony at XXXX XXXX. I specifically asked why was there a balance to an account I already closed? I was told that is I was bounced back and forth between representatives and the fraud department. One person stated that the reason a balance is being presented is there was ANOTHER charge of {$180.00} sometime in XXXX. I was sent to the fraud department when a representative stated that I would need to call again the morning because the department closed for the night. I feel like I've done everything I could on my part to try to get this issue resolved the right way. I've given the company plenty of time to deal with this matter and I now just want nothing more than to cut ties with 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 non-monetary relief