Consumer complaint received 2017-05-22
Company: SYNCHRONY FINANCIAL
State: NV
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have made electronic payments for my Walmart credit card with Symphony Bank.  The payments are not applied to my account and I am charged a late fee.  The last payment was on X/XX/17 and was for $XXXX and $XXXX both were debited on X/XX/17 but were not applied to my account.  I asked the bank for the trace number and the payments were applied.  This is not the first time this has happened with this company and I have used different banks.

I asked for reason the payment was not applied and have been ignored and finally sent a message stating I would ask your agency to find out why and what I can do to keep this from happening again.  

I am including the messages sent to Walmart and my answers below:

RE: wal-mart credit card account information 
From: XXXX 

To: Customer Service XXXX XXXX, 2017 I have asked several times why these payments were not credited to my account in a timely manner and received standard answers that did not explain why this is occurring. I will contact another agency to resolve this issue. I can not correct these "missing" payments unless I know the reason for the credits not being issued. If it's my bank or if it's your bank and system then I can adjust my payments to be paid on time and without late fees. 2017XXXXXX  XXXXSynchrony BankRE: Walmart Credit Card Account InformationXXXX 

Thank you for your recent inquiry regarding your Walmart account, and the opportunity to be of service to you.

Please be aware that our review and resolution process may take up to 2 billing statements, however, our typical response time is 20 days. You will receive a letter in the mail with the resolution. We appreciate your patience and understanding.

We appreciate you as a valued Walmart customer and hope you will continue to shop with us. 

If you have any questions or if we may be of further assistance, please contact us via the Online Message Center or at the toll-free number below.

Sincerely,
XXXX 
Customer Service XXXX

Account is owned by Synchrony Bank

--- Original Message ---
From: "XXXX XXXX XXXX 

Received: X/XX/17 XXXX XXXX EDT

To: XXXX 

Subject: RE: Walmart Credit Card Account Information

Thank you but why did the payment not apply in XX/XX/XXXX? This has happened at least 3 times in the past. What is the issue with the payment applying correctly? Is it the bank's system or the information not downloading in your system or my bank? 

I worked for the XXXX XXXX XXXX XXXX and we had a similar issue with and the customer had to provided a trace number to find the payment. I want to correct this by fixing the issue with the bank or the company.

2017-XXXXX  XXXXSynchrony Bank for your Wal-Mart Credit CardRE: Wal-Mart Credit Card Account InformationXXXX XXXX 

Thank you for your recent inquiry regarding your Walmart account, and the opportunity to be of service to you.

Your payments of $XXXX and $XXXX are applied to your account on XXXX XXXX, 2017 respectively . For further assistance please contact us at XXXX.

Hours of Operation

Monday - Saturday XXXX-XXXX Sunday: XXXXXXXX - XXXXXXXX 
We appreciate you as a valued Walmart customer and hope you will continue to shop with us. 

If you have any questions or if we may be of further assistance, please contact us via the Online Message Center or at the toll-free number below.

Sincerely,

XXXX XXXX
Customer Service XXXX
Account is owned by Synchrony Bank

--- Original Message ---

FromXXXX XXXX" 

Received: X/XX/17 XXXX XXXX EDT

To: XXXX

Subject: RE: Wal-Mart Credit Card Account Information

After contacting the bank today, I have a trace number for the XX/XX/XXXX  payments. It is XXXX: This is the trace number XXXX. I hope this shows the credit for the $XXXX and $XXXX payments on XX/XX/XXXX from XXXX XXXX XXXX XXXX.

2017-XXXXX XXXXSynchrony Bank for your Wal-Mart Credit CardRE: Wal-Mart Credit Card Account InformationXXXX 

Thank you for your recent inquiry regarding your Walmart account, and the opportunity to be of service to you.

Thank you for the information you provided. We are crediting your account for fees in the amount(s) shown below. You will see the credit applied to your account within 1-2 business days.

Late Payment Fee(s): $XXXX

Your two payments of $XXXX & $XXXX were applied to your account on XXXX XXXX, 2017 respectively. Your balance as of XXXX XXXX, 2017 is $XXXX.

Our records show that the payment in question has not been credited to your account referenced above. To assist us in resolving this matter, we need documentation of the payment.  Please review the list below and, depending upon how the payment was originally submitted to us, please send us the document(s) needed to complete our research.

- Mailed Payment Processed Electronically (Only if the copy of the check is not available from your bank): Please send a copy of your bank statement or a letter from your bank stating the check cleared, the date the check cleared, whom it was made payable to, and the amount of the payment.

- Mailed Payment: A clear copy of the front & back of your cashed check or money order. Please note that the receipt stub or carbon copy for the money order will not assist in our research.

- In-Store Payment: A copy of your receipt.  If a check or money order was used, a clear copy of the front and back of the cashed check or money order.

- Online/Electronic or Phone Payment: From the online provider, a copy of the transmittal report for the payment.  Please note that a copy of the scheduled payment or a bank statement showing the online payment being withdrawn will not assist in our research.

Please mail this information to the following address and include a copy of this email:

Wal-Mart
XXXX XXXX XXXX 
XXXX  FL XXXX or Fax: XXXX

Upon receipt of the above outlined information, we will take the necessary steps to see the proper adjustment(s) is made to your account. If we do not receive your response within 20 days of the date of this letter, we will consider the balance to be correct.

We appreciate you as a valued Walmart customer and hope you will continue to shop with us. 

If you have any questions or if we may be of further assistance, please contact us via the Online Message Center or at the toll-free number below.

Sincerely,

XXXX XXXX
Customer Service
XXXX 
Account is owned by Synchrony Bank

--- Original Message ---
From: XXXX  
Received: X/X/17 XXXX XXXX EDT

To: XXXX

Subject: RE: Wal-Mart Credit Card Account Information

Again, where are these payments? I am not paying for extra late charges for the lack of posting these payments. It is XX/XX/XXXX and the XX/XX/XXXX payments are not posted yet? 2017-XXXXX  XXXXSynchrony Bank for your Wal-Mart Credit CardRE: Wal-Mart Credit Card Account InformationXXXX Thank you for your recent inquiry regarding your Walmart account, and the opportunity to be of service to you.

Please be advised, we received two payments in the amount of $XXXX and $XXXX on XXXX XXXX, 2017. Please note, the payment due date which is listed on the monthly billing statement was XXXX XXXX, 2017. Because the minimum payment due was not received, your account may have accrued additional late payment fees and/or interest charges.

Please be sure to review the monthly billing statement for account details.

Our records show that the payment in question for XX/XX/XXXX has not been credited to your account referenced above. To assist us in resolving this matter, we need documentation of the payment.  Please review the list below and, depending upon how the payment was originally submitted to us, please send us the document(s) needed to complete our research.

- Mailed Payment Processed Electronically (Only if the copy of the check is not available from your bank): Please send a copy of your bank statement or a letter from your bank stating the check cleared, the date the check cleared, whom it was made payable to, and the amount of the payment.

- Mailed Payment: A clear copy of the front & back of your cashed check or money order.  Please note that the receipt stub or carbon copy for the money order will not assist in our research.

- In-Store Payment: A copy of your receipt.  If a check or money order was used, a clear copy of the front and back of the cashed check or money order.

- Online/Electronic or Phone Payment: From the online provider, a copy of the transmittal report for the payment.  Please note that a copy of the scheduled payment or a bank statement showing the online payment being withdrawn will not assist in our research.

Please mail this information to the following address and include a copy of this email:

Walmart Credit/ Synchrony Financial
XXXX XXXX XXXX 
XXXX, FL XXXX
or Fax: XXXX

Upon receipt of the above outlined information, we will take the necessary steps to see the proper adjustment(s) is made to your account. If we do not receive your response within 20 days of the date of this letter, we will consider the balance to be correct.

We appreciate you as a valued Walmart customer and hope you will continue to shop with us. 

If you have any questions or if we may be of further assistance, please contact us via the Online Message Center or at the toll-free number below.

Sincerely,

XXXX XXXX
Customer Service
XXXX 
Account is owned by Synchrony Bank

--- Original Message ---

From: "XXXX 

Received: X/XX/17 XXXX XXXX CDT

To: XXXX 
Subject: RE: Wal-Mart Credit Card Account Information

Thank you for the explanation but why was the payment not credited until now? What happened the payment from XX/XX/XXXX to now? And why does this happen when I pay and no payment is shown causing the late fee charge?

This is not the first time. This has happened at least three prior times and I paid the late charges.

How are you going to insure that my payment is posted on a timely basis?

2017-XXXXX  XXXXSynchrony Bank for your Wal-Mart Credit CardRE: Wal-Mart Credit Card Account InformationXXXX 

Thank you for your recent inquiry regarding your Walmart account, and the opportunity to be of service to you.

Your payments of $XXXX and $XXXX were applied to your account on XXXX XXXX, 2017. 

Each month that you have a balance on your account, you will receive a monthly billing statement. On that statement, we detail your full balance due, along with the minimum payment required and the payment due date. You have the option to pay the full balance or more than the minimum payment, but always must pay at least the minimum amount due detailed on your monthly billing statement.

Information about the fees assessed, and how those fees may be avoided, are shown in the "Late Payment Warning" section of your Monthly Billing Statement.

Thank you for the information you provided. We are crediting your account for fees in the amount(s) shown below. You will see the credit applied to your account within 1-2 business days.  If this adjustment(s) brings your account balance to XXXX, you may not receive an additional billing statement. If the adjustment(s) resulted in a credit balance to your account, a refund check will automatically be sent within the next 45 days. 

Late Payment Fee(s): $XXXX We appreciate you as a valued Walmart customer and hope you will continue to shop with us. 

If you have any questions or if we may be of further assistance, please contact us via the Online Message Center or at the toll-free number below.

Sincerely,

XXXX
Customer Service
1XXXX 
Account is owned by Synchrony Bank

--- Original Message ---

From: XXXX 

Received: X/XX/17 XXXX  XXXX EDT

To: XXXX 
Subject: Wal-Mart Credit Card Account Information

I have made a payment on the website in XXXXXXXXX 2017 and it did not post to the account.

I sent two payments from my bank account which cleared on XXXX-17 and both are not on this account. I checked with my bank and was told the money was not returned for the $XXXX and a $XXXX payment both on the same date.

Why is this happening? Each time there is additional late fees that are applied that should not be charged.

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