Consumer complaint received 2016-03-17
Company: SYNCHRONY FINANCIAL
State: VA
Product: Debt collection
Sub-product: Credit card
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
In XXXX I opened a CareCredit/GE Capital account. My balance was originally {$600.00} in XXXX ( charge was for procedure for my XXXX cat ). I made payments, mostly on-time or I paid a late fee if not, for years to GE Capital. After experiencing financial difficulty in XXXX XXXX, I suddenly started receiving collection calls from a company claiming I owed like {$1500.00} but they refused to explain why the amount owed was so much more than it should be. I disputed that I owed the amount they were demanding I pay and frequently requested an itemized list of the alleged debt. After several phone conversations of me asking for an itemized bill and them demanding payment and ignoring my requests, the phone calls stopped. Now it 's XXXX and I pull my credit report and see Synchrony Bank/Care Credit negatively reported various details .... and then lists " status '' as " Account charged off. {$1000.00} written off. {$420.00} past due as of XXXX XXXX. '' Many of the details, including " Balance History-Account Balance, '' " Recent Balance, '' and " High Balance, '' reported on my credit report are inconsistent and conflicting. For example, in one section it lists a " balance '' of {$950.00}, " credit limit/original amount '' {$600.00}, " past due amount '' of {$420.00}, and " charged off amount '' of {$1000.00}, however the amounts do not add up ( {$950.00} ( alleged balance ) + {$420.00} ( alleged past due amount ) = {$1300.00} ; {$600.00} ( credit limit/original amount ) + {$420.00} ( alleged past due amount ) = {$1000.00} ). So, where did they get the charged off amount of {$1000.00}? Another example : the report states " Recent Balance {$950.00} as of XXXX, '' another section states " Between XXXX XXXX and XXXX XXXX, your credit limit/high balance was {$600.00}, '' and in another section states " Charge Off as of XXXX XXXX to XXXX XXXX {$1000.00}. '' THE NUMBERS DO NOT MAKE SENSE. Also, between XXXX/XXXX/XXXX to XXXX/XXXX/XXXX I made 32 payments to GE Capital that totaled $ XXXX and that 's just what I found record of..could be more. So, if my original balance was around XXXX dollars - and I paid {$1200.00} dollars towards that balance - then how do I even owe anything more? Even more troubling, when I try to access my account information/details online through GE Capital AND Care Credit AND Synchrony Bank all sites give me a message saying that my account information is not available. So how am I supposed to even review my records in their system and compare to my own? It seems sketchy that they suddenly blocked my access to my payment history/account details conveniently at the same time that they are demanding I pay a debt amount significantly higher than any amount I could possibly still owe. Lastly, in recent months I have tried multiple times to contact Synchrony Bank, at the number listed on my credit report, ( to discuss what they are claiming I owe ) only to be bounced around and continuously told to call another number after another. Then, the last number I was directed to call placed me on hold for a few minutes and then said no one was available and " the mailbox is full. '' How can they submit negative reports towards my credit after reviewing the above mentioned??

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