Consumer complaint received 2017-09-02
Company: SYNCHRONY FINANCIAL
State: LA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I received my first bill from Synchrony Bank at the end of XXXX, with a due date of XXXX XXXX, to be received no later than XXXX XXXX, XXXX. I set up auto bill pay with my bank immediately, to send the first payment the next day. On XXXX XXXX, XXXX, I received a phone call from Synchrony Bank to tell me that I owed {$45.00}. When I asked how that was possible, they told me that they never received my XXXX payment of {$15.00}, which incurred a {$15.00} late fee, along with the {$15.00} XXXX payment, totaling {$45.00}. I told them it was impossible, that it was set up to go out automatically every month, to be there by the XXXX. The woman on the phone told me to check and see what happened, and if they had been paid, to mail her the documents and she would waive the late fee if they were in error, but that they had n't been paid for XXXX. I looked quickly and found that they had been paid for XXXX, which she confirmed after putting me on hold. I told her I was going out of town, but would try and get all of the papers together to send her before I left. I was told that that was acceptable. In the meantime, I continued to receive constant emails, both my husband and myself, day and night, demanding payment in the amount of {$69.00}. I hung up on one representative when, after I asked for her to explain this fee, I was told, " It 's just what you owe. ''???? When I checked everything with my bank, I found that they had serviced their online bill pay at the end of XXXX/beginning of XXXX, and my autopay was canceled, as well as a few others I had set up. So, they were correct, the XXXX payment was never made. When I called back after I came in town, at the end of XXXX, to let them know I sent the payment to them, they told me I owed {$79.00}. They tried to tell me I never paid XXXX, or XXXX. Well, no, I did n't pay XXXX, because it was still XXXX! The rep was condescending and refused to explain these fees. I paid them on time for XXXX, {$15.00}, per the agreement with Rooms to Go when the card was opened, as well as the {$30.00} for XXXX ( payment and late fee ). In the meantime, my bank messed up again, created an additional auto bill pay, and paid another {$15.00} to Synchrony. Synchrony Bank received {$60.00} from me on XXXX XXXX, XXXX. The following week, they started calling both my husband and I, day and night, demanding payment. I told them that our account was rectified, and paid in full to date, that our next payment was not due until XXXX XXXX, XXXX, for {$15.00}. They told me that no, as of XXXX XXXX, XXXX, we owed {$84.00}, of which they only received {$60.00}, and that we still owed {$24.00}, and {$55.00} by XXXX XXXX. How on earth is this possible? How can amounts continue to not only change, but increase with each call, but with ZERO explanation??? I asked for a manager, because no one would tell me how they kept coming up with these amounts. The manager told me that it was what I owed. Again, no explanation. Nothing. So the original amount, from XXXX XXXX to XXXX XXXX, three payments in the amount of {$15.00} each, and a single {$15.00} late fee, totals {$60.00}, yet they are now stating we actually owed {$130.00}. They refuse to tell me why and how, do anything about it, and will not stop harassing us for the money. I have already spoken to a manager at Rooms to Go, who while admitting she could not help us with Synchrony, is sending the information her manager to have Synchrony investigated. Attached is the last bill received, showing amounts paid, and amounts due, but with no explanations. I blacked out personal information, per the rules above. The best part about all of this? While I was told all calls are recorded, they did n't seem to have a record of my XXXX call to an account manager, stating she would wait for my paperwork, and would waive the late fee, since it was a bank error.

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