Consumer complaint received 2020-10-07
Company: SYNCHRONY FINANCIAL
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
To Whom It May Concern, I opened an account with Care Credit in  XXXX of XXXX with a balance of {$990.00} and a credit limit of {$1700.00}. Since my first online payment with Care Credit I have had numerous problems accessing my account and making payments on the website. I have been given error messages such as " My account information isn't available '' well over a dozen times. The first issue that took place was the payment that I tried the very next month in XXXX I was unable to access my account. I tried numerous times and was even unable to use the phone payment system until 2 days after my bill was due. The following month I was able to get my payment in the day it was due but it didn't post until a couple days later then putting me in late payment status. For the next couple of months, I was able to access my account and get the payment in on time but then noticed I had an outstanding balance of {$10.00} in my account that was not made visible to me due to a delayed late charge. As a result, my overall limit was decreased by {$300.00}. I called customer service in XXXX of XXXX and I spoke to a very kind gentleman that took off the charges but could not restore my credit and said I would be subject credit inquiry, which I did not want to have impact my credit score. Also, on this call I noted that I was having problems accessing my account and having problems with my account. He tried to fix the issue with me but after about 45 minutes to  an hour on the phone I tried to rectify the account issue. I was getting an error saying my account was locked do to the information I supplied multiple times being incorrect but that wasnt the case. The gentleman said that they often have problems with the site and I could use another site. The following two months I called in my payment due to the problems. During the week of XX/XX/XXXX I made multiple attempts to access my accounts and growing a fatigued with my dealings with the website for Care Credit I grew fatigued and forgot to call and therefore missed the payment, however, I called in 6 days ( payment due on the XXXX of each month ) later XX/XX/XXXX and explained my situation to a customer rep and she said the same thing there are often problems and to try another site, which worked. As a result, I was able to make a payment. However, I just found out for by my credit reporting agency that my credit limit was decreased yet again and while this was an oversight on my part, it was not due to lack of effort of trying numerous times in advance. I would like to have my limit restored to at least to {$1200.00} once again. As I have had so many issues paying through the website and I dont always have the ability to call in. Please note that I have always paid more than minimum with the exception of one payment and have strived to make the payment either early or on time. The only time that has not happened has been when Ive had problems with the site. It seems Care Credit has problems with the site often and I dont want to be penalized for lack of access. Now more than ever it is important to have a way to pay for medical expenses during the COVID pandemic. As I have had the virus and know the importance of having a card like Care Credit. I have been a responsible customer and I have not gone over my spending limit and have made multiple attempts to pay my bill in a timely fashion. I think reducing the credit limit of a customer who has been consistent but struggles with the sites technical issues during these very challenging times is harsh and unconscionable. I appreciate you looking into this issue.

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