Consumer complaint received 2022-07-30
Company: SYNCHRONY FINANCIAL
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
XX/XX/XXXX I had been paying on my XXXX XXXX Synchrony Bank ) XXXX XXXX account on time every month and I was noticing that my balance wasnt really going down. I did a deeper dive and I saw that XXXX had been charging me a monthly Card Security Fee that I did not authorize. 

I called and I spoke with the customer service representative and told her that I wanted a full refund of the Card Security fee that I had unknowingly been paying. I also told her that I wanted to cancel the Card Security Fee service. I told her that I did not recall signing a Card Security agreement. She said that it was over the phone. I asked if there was a recording or signature and she told me no and proceeded to talk about some sort of policy. She said that I agreed to it back in XXXX, in which I do not recall. 

I asked the representative how much Ive paid since enrolling in XXXX. She responded by saying Whats on my screen, is the past 12 months. I asked for the total payment past 12 months. She responded with the same thing. I asked if she was capable of looking at the total amount paid beyond the past 12 months and she said No. 

I as a customer should be given an honest answer when asking how much money Ive been paying on my account. I didnt know that companies could withhold information on what has been paid to them by the account holder. 

The representative offered me a Card Security Fee refund for the last 6 months payments. I declined and told her that I wanted the full amount of what I paid in which she refused to tell me. 

The representative then offered me a Card Security Fee refund for the last 12 months payments. I declined and told her that I wanted the full amount and if I cant get the full amount, I wanted to escalate it. 

I asked to speak to a manager and the representative put me on a hold. Long story short, conveniently, the manger wasnt available and she stated that the manager would give me a call within XXXX business day. She then said another employee would contact me in 3-5 business days. 

She proceeded to wrap up saying that she processed the Card Security refund for the amount of the last 12 months. I told her that I didnt authorize the refund because it wasnt the full amount as requested. She then told me it was too late and in order to escalate it to management that she had to process the refund and couldnt cancel it. I told her that I didnt want this processed and I wanted to escalate it once more. She said that I would have to talk to another employee once they called me. The XXXX representative was trying to hurry up and process the transaction to say that she gave me what I asked for. 

The next week, I didnt receive any phone correspondence from XXXX nor was my request/complaint acknowledged or attempted to be resolved. XXXX sent me a letter dated XX/XX/XXXX and said that they refunded me ( {$540.00} ). I looked at my account and it was credited ( {$540.00} ), which I didnt authorize. My request was for a full refund.

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