Consumer complaint received 2021-06-25
Company: SYNCHRONY FINANCIAL
State: FL
Product: Debt collection
Sub-product: Medical debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I had two credit accounts that use Synchrony Bank. One for my XXXX purchases, and one for CareCredit, a debt I incurred for services from my dentist. When I first set up these accounts ( at about the same time for both ), I did not realize that both payments needed to be made to Synchrony Bank. I thought they would be made to XXXX and CareCredit. I set up an automatic payment on my XXXX account with the information given to me for the first. When I tried to set an automatic payment for CareCredit, the XXXX system would not allow it because, it said, " you already have a Bill Pay account for Synchrony Bank. '' When I got a notice that my Synchrony bill was due, I assumed that it was being handled by the automatic payment I had set up with my XXXX Bill Pay. In fact, the notice was for CareCredit, and not for XXXX. And so, I ignored it. At no point did I ever intend to not pay my debt, as Synchrony Bank is claiming. 
Synchrony Bank began charging me a late fee for the CareCredit account the week of XX/XX/XXXX, and the harassment for the amount due began. It was non-stop. It STILL IS non-stop, with several text messages, phone calls and emails each day. 
As soon as I realized that I had confused the two accounts and was in fact late on my CareCredit payments, I answered one of Synchrony Banks emails and went to their website, AS INSTRUCTED. There were several options to pay the outstanding debt. One of them was to set up automatic payments, with the last payment due starting XX/XX/2021. I filled out the form, including my bank router number and account number. I thought that making automatic payments of {$500.00} per month would cover the amount overdue and terminate the debt sooner to get this off my back. 
But the harassment continued. Phone calls, emails, and text messages were non-stop. Yesterday, I called Synchrony Bank to find out what the problem was. The agent acknowledged that I had set up the {$500.00} payment and that they had my bank account router number and account number, but insisted that the harassment would not end. I offered to pay the entire amount owed ( {$2800.00} ) with my XXXX debit card. The agent ridiculed me. 
I hung up the phone. Since I am a caregiver, taking care of my XXXX XXXX XXXX mom during the day, I didn't have time to make the payment online until later in the day. I waited until XXXXXXXX XXXX this morning to check with XXXX  to make sure the {$2800.00} had been withdrawn. It had. 
However, around XXXX XXXX, I started to get harassing calls and text messages again from Synchrony Bank. I panicked, thinking that I had made the payment to a scam. I quickly called ( what I keep thinking is ) CareCredit. My fears were confirmed when the introductory message for the number I called informed me that my outstanding debt remains {$2800.00}. 
I asked to speak to an agent, and explained that I had made the payment to a scam instead of CareCredit, and I was going to call XXXX to try to stop the payment. 
He then admitted that the payment was indeed made to Synchrony Bank and that I should not call my bank to stop it. I asked him to please stop the harassment, since Synchrony Bank now has my money and the debt is paid. He answered that the harassment would continue for as long as it takes to " process the payment, '' even if it takes as long as 48 hours. 
I asked him again to please stop the emails, phone calls, and text messages. He said they would not. 
In addition to the loan sharking practices of Synchrony Bank, I object to the false representation of CareCredit, as a benevolent organization that helps people who are in need of medical care. ( Really -- you should see their brochure -- you'd think it was XXXX XXXX giving you charity. ) The fact is that there is no such company as CareCredit. It is a front for a Synchrony Bank credit card that charges 2 % interest on debt. I didn't even understand that until I got into the Synchrony website and reviewed the details of the charges. 
While we may tend to praise them for the low interest rate, I might point out that, presently, you can get credit from some other banks at 0 % for the same period of time that Synchrony is offering their loan. The CareCredit deal was presented to me as a great way to pay my dentist. In fact, I would have been far better off with another bank, not to mention purchasing additional insurance. Clearly it is a system designed to take advantage of those desperate for medical care -- whether or not the dentist 's office understands that. 
I regret that, as a result of this conflict, I no longer have the funds necessary for future visits to the dentist -- or any additional expenses for a long time to come. 
I would like for the harassment to stop. Now.

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