Consumer complaint received 2016-05-21
Company: SYNCHRONY FINANCIAL
State: MI
Product: Credit card
Issue: Billing disputes

Complaint:
I have many issues with my XXXX XXXX account since it became Synchrony Financial. First, I have a summary of acct at the top of my statement ( stmt ) that IS NOT the sum of the XXXX detailed line items on my bill. XXXX of the XXXX line items are deferred interest purchases that I made at XXXX XXXX but they have not been receiving proper payment credits. The XXXX is a line item titled " Purchases '' with a " Balance Subject to Interest Rate '' ( BSTIR ) - of which I should have none! I have been trying to make sense of this stmt for over a year and finally kept XXXX stmts in a row for comparison to discuss with the account holder when they just could not be reconciled with my payments. There are also XXXX significantly different amounts on the lines labeled " Interest Charges in XXXX '' which is lower than the line labeled " Interest Paid in XXXX '' ( by an amount that is far from one month 's worth of interest, which I dispute I even should be owing, in the event they claim it is due to what was paid in XXXX but charged in XXXX ). I originally tried to discuss this with XXXX reps at the XXXX XXXX 's finance desk ( neither of whom could understand the discrepancies thus referring me to call Synchrony directly ). I finally made contact with Synchrony on XXXX/XXXX/XXXX & spent over 2 1/2 hours on the phone with them - the first guy ( XXXX ) determined after 3 minutes that he would need to pass me to his Acct XXXX as he did not want to talk to me about the fact that the numbers on my account did not add up. He transferred me to XXXX who tried to manipulate the numbers to tell me that they did make sense although he could not explain to me how {$400.00} ( line XXXX ) + {$1700.00} ( line XXXX ) + {$150.00} ( BSTIR ) = {$2200.00} ( summary ) even if I did not dispute some of those balances. He did state that my last payment of {$150.00} ( on time & well above the minimum due ) was applied as : {$25.00} to line XXXX, {$60.00} to line XXXX & {$69.00} to XXXX but then could not tell me why the XXXX stmt BSTIR did not go down by the {$69.00} but instead only went down by {$38.00} from the XXXX stmt ( not even taking into account the several other months prior where these numbers did not add up ). XXXX stated that the BSTIR was a line item for " late fees '' - many of which I dispute based on the untimely processing of my payments by Synchrony ( ie. when my bank transferred the money to them on a weekend due date, they did not credit the account in their system until Monday or later causing an applied late fee ) and told me that my current BSTIR was {$150.00} ( even though my stmt dated XXXX shows {$150.00} & my XXXX stmt, which I received after talking to them, shows : no payment, a {$37.00} late fee & a new BSTIR of {$120.00}??? ). After 1.5 hrs with XXXX not being able to sort this out or account for my full payments ( beyond stating the full amount was being deducted from the summary ), he transferred me to his " manager '' XXXX. I re-reviewed all of the above with XXXX over the next hour & he confirmed all the info XXXX had provided but also could not make sense of my account and stated that he would need to check with his accounting dept on Mon and call me back on XXXX or XXXX. I gave him a specific list of all of my concerns that would need to be satisfactorily addressed in order to keep me from filing a complaint. I told him that I would not be making any additional payment until they could confirm that my payments are being properly and fully applied to my account & he agreed to waive the late fee that was charged to the account on XXXX. I received no return call & instead began immediately receiving Synchrony collection dept calls at a rate of 4-6/day. On XXXX I finally spoke with XXXX in their collection dept who told me there was no record of my call on XXXX & she had to transfer me to her escalation specialist. XXXX also could not explain the discrepancies & said she would call back w/i 7 days but did not.

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