Consumer complaint received 2022-04-22
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On 3 occasions XXXX, XX/XX/XXXX and XX/XX/XXXX I have called and spoken with 3 different agents regarding the payments I made. There are different tiers of promotional purchases with specific expiration dates and several of my payments were posted to the incorrect promotion. On XX/XX/XXXX I was assured a couple of times that the payments were going to be reallocated to the correct promotion which was expiring on XX/XX/XXXX the promotional total was {$3300.00}, and not to be concerned. According to the agent if I then proceeded to make 2 final payments on XX/XX/XXXX of {$350.00} and {$89.00}, it, which would satisfy in full the promotional balance of {$3300.00} set to expire on XX/XX/XXXX. I was then told that after XX/XX/XXXX I could check my account balance and it would show that this promotional of XX/XX/XXXX would be satisfied and that I would then be able to see the next remaining promotional purchases due. 

Instead what has happened is that now my account is showing default for the promotional of XX/XX/XXXX and the new rep I spoke with, XXXX is telling me that I have a remaining balance. First she states it is {$700.00} and then she states it is around {$400.00}. I asked to speak to a manager. This manager then reallocated balances to correctly apply my payments but each time there would be a penalty fee showing, which I was told would be waived. As of today, XXXX there was a penalty on the promotional that I paid in full on XX/XX/XXXX, yet the penalty of {$160.00} was now taken off the XXXX expired promotional and added to my XXXX promotion increasing the payment from {$200.00} to {$360.00}. I spoke today with XXXX a Manager her ID is XXXX at Synchrony/ Care Credit XXXX which kept telling me that I was late, despite the several recorded conversations that I had with other Managers and Customer reps that assured me that I was not late and that my account would corrected. 
I have tried to get this corrected and don't comprehend why after all the notes, and recorded conversation this information is now new information to the rep and why my account has not been properly credited with all my payments. I would like this issue resolved as the interest rate of 27 % is not to be take lightly and I am a responsible consumer. I spoke with XXXX an Account Manager about XXXX XXXX weeks before speaking with XXXX today, XXXX. XXXX assured me after a 40 minute hold that she waived the interest/penalty, and corrected the promotional to show that it was paid off and that it would adjust in the system and viewable to me in 24-48 hours. However what I am seeing is a dishonest shell game being played. Interest was taken off the XXXX {$3300.00} and reallocated to my next promotional of XXXX. I have called at least 20 times to get them to correct this issue. But the final straw came after speaking with XXXX today, whom was not only insulting but basically called me XXXX  regarding my conversations/which should be on a recorded line, and stating flat out that I was wrong. I am a conscientious consumer and have zero reason to fabricate my conversation. And it is black and white all of the payments made. Had care credit applied my payments correctly from the beginning and given me correct information I would not be dealing with an extremely stressful situation.On top of all this I received a refund from card security services of {$640.00} and made a payment of {$240.00} which should have taken care of My expiring promotion of XXXX. I am beyond disgusted with how my trust in this card is being handled. I want all my money applied to show that I have been making timely and then some payments and I'd like an apology for being mistreated by it's representatives. As soon as humanly possible I will be paying of this card and never doing business with them again.

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