Consumer complaint received 2016-08-31
Company: SYNCHRONY FINANCIAL
State: UT
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
I took out a SAM 's club credit account with Synchrony bank. I used the account and had some problems accessing the account at first. Because the numbers on the card were different from the ones on the website, Their Mistake. So when just followed the instructions on the website to make a payment on my account it told me I had a XXXX balance. I called and got that straighten out and paid my balance and figured out how access the account. They told me they had removed the late fee. Then they called me a few month later and told me I still owed them for late fees that had accrued. I paid them with out arguing and looked at my account and saw that it did n't go back ant further than 90 days. Then I made a purchase of a computer and got that paid for. But after I had paid it off they request more fees again. I looked on my account and once again I could n't see where those fees originated because the account only went back 90 days. Please keep in mind this is a period of 2 years. I paid this account off to what it said on the screen. These are late fees accruing over 3 months and costing me approx. {$75.00}. I checked the web site several day after pay off and it said XXXX balance. I was beginning to wonder if they were adding these late fees and not posting them on time. Wondering how they were charging me when I paid the balance in full. But again I could n't see any of the information of the origination of the charges when they only went back for 90 days only. I made another purchase and a payment and then a payment in full. I received another phone call telling again there was a problem that the payment did n't clear my bank. By this I 'm getting upset because no matter the situation I can not pay the card off. No matter how hard I try they keep adding these late fees and I ca n't see where they have originated. So I ask them to Send me all information on the account all of it from the time I opened the account until present. They took several weeks sending me the information. The information was not complete I had to make a couple of inquiries until I received the complete information. They told me before hand they would n't charge me fees for the time it was being investigated. My bank had no record of the payment it took me hours to go through their information trying to match it up with payments and trying to find any information as why the payment was sent back to them. What I found was that they had continually added late charges beyond what the pay off was stated. And in 2015 had charged me {$140.00} in fees. Those fees were not investigated as I had asked. And when they told me the results of investigation they said I owed them approx. {$130.00} but they were adding another late fee on top of that payment. I ask them if they had investigated the previous fees they had charged me they said they had not. I asked them to investigate them and told them I disagreed with them charging me another late for the time they took while investigating the charge that did n't go through the bank. They claimed it was my fault. But it took them 2 months to post that it did n't go through and they wanted me to pay fees and still do for that time which I believe was a error in their system. As I have made payments with that card and have over draft protection on my card. The bank had no information on that charge. No other institution that I do business with tries to hide account information. They accept payments for the amount they request as paid in full. They do not say they will not charge me a late fee then turn around and add it to my account months latter. I refused to pay the bill. It looks to me as if they owe me not the other way around.. They told me they have no address. Refuse a settlement, Closed the account so I can not access it and they are still adding fees to the account after multiple tries of resolution. I 'm still attempting that.

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