Consumer complaint received 2016-03-06
Company: SYNCHRONY FINANCIAL
State: PA
Product: Credit card
Issue: Billing statement

Complaint:
XXXX/XXXX/XXXX I made an on-line payment through samsclub.com/credit in the amount of {$270.00} which was the balance in full shown for my Master Card account held by Synchrony Bank. On XXXX/XXXX/XXXX I was contacted at work by a customer service rep. who informed me that they were calling because my XXXX payment had not been received. The end result of the call was that I was to provide proof from my bank that the money had indeed been withdrawn from my account, which I did that afternoon via facsimile transmission, also providing my cell phone number for further communications. Over the next several weeks the calls at work continued. Every time having to go through the previous calls in which I was told that the rep. would make a note to my account referencing the discrepancy. What they failed to tell me was that a rep. does n't have full access to the account, and therefor they are unable to see any notes previously made by other reps. who I had spoken with. During XXXX of these calls, I asked that the account be closed until a resolution to the discrepancy could be found. At XXXX point ( I believe it was in XXXX ), I told the rep. that after months of this going on they should no longer contact me at work because not only did I not have my supporting documents with me to discuss the issue, now I am considering this to be harassment by communication. I made the payment and provided the documentation I was asked to provide. If they could n't find the payment and are evidently not willing to delve into the discrepancy any further than contacting me, I did n't know what else to do. As my credit score continued to drop ( XXXX in XXXX XXXX to XXXX in XXXX XXXX ) and the statements kept coming with assessed late fees, I contacted Synchrony Bank on XXXX XXXX, XXXX to inquire why there still had n't been a resolution. At that time I was informed that the information I had previously provided was n't sufficient. They claim to have mailed me a letter in XXXX informing me of such, but I never received it. Now they tell me I 'm to provide a trace number for the payment from my bank. Again, I provided the information they requested that afternoon via fax. Approximately XXXX week later I received a letter from Synchrony Bank stating that the payment was not applied to my account because it was not cashed by Synchrony Bank. I do n't understand how they can claim this. I made the payment as a direct withdrawal from my checking account on their website! I also need to add that my bank confirmed that the payment was positively sent to Synchrony Bank. On XXXX XXXX I called Synchrony Bank again and this time was finally able to speak with a supervisor. This woman told me that it sounds like my payment was applied to someone else 's account, but because my account had been closed and sent to collections I had to speak with someone in that department. The collections rep. told me that I need to get the transmittal report for the payment from my bank. The very nice woman at my bank who has been helping me with this since XXXX, told me that they ca n't generate a transmittal report because the payment did n't originate through them. After 8 months of this, I received my statement for XXXX and this is still not resolved.

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