Consumer complaint received 2022-10-27
Company: SYNCHRONY FINANCIAL
State: WV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
After relocating out of state and closing old and setting up a new bank account I called to make a double payment of {$400.00} in XXXX explaining the need to do this to provide time opening a new account. This payment was thoroughly explained and accepted after updating my address and other information that I needed to cover the current and following month. In XXXX I received no bill, no email, and no phone calls on the account. In XXXX I received a notice that my available credit dropped to {$1200.00} so I immediately called the company and was informed despite their employee accepting a payment for two months that they can't do that and despite speaking to multiple people explaining that it was deceptive to even accept the payment but I would pay the amount if they would correct my available credit back to what it was. After speaking to 3 people requesting a manager each time I was connected with someone who would only identify as XXXX, the only manager I could speak with and was told they could do a hard inquiry to see about a credit increase but the payment they accepted did not matter and there was nothing they could do.

Following this phone call I was then locked out of my mobile/online account and could no longer access past statements, payment history, or any information what so ever on my account. I haven't found anything in their terms that says they will or even can do that. 

I made multiple attempts just to correct the problem because I was in the process of completing a homeownership course and my score dropped significantly because this is my oldest account and my available credit dropped {$7000.00} for an error on the behalf of their employee. Now that the account status is supposed to be closed and 3 final payments scheduled they are still sending me bills with interest rates and increasing billing amounts and not properly reporting this. I was at the end of paying off the amount on this card I have paid {$7100.00} of {$8300.00} and now lost the ability to buy a home but they're still increasing the amounts after I scheduled to settle since they wouldn't do anything to make this right. I also had a promotional purchase on XX/XX/XXXX that would of been paid beyond the full amount with payment made before and including XX/XX/XXXX in the amount of XXXX and XX/XX/XXXX in the amount of XXXX that was being charged interest but I can no longer access online statements and did not receive two months of paper statements.

I have exhausted all efforts at this point I will pay for the employee not aware of their own terms or conditions and it makes me sick to my stomach reading all the accounts of people that have had long term accounts with this company and experienced significant loss of opportunity because of what their practices did to their credit health.

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