Consumer complaint received 2021-08-23
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Summary of issue : XX/XX/2021 : logged in to my Paypal Mastercard account, scheduled a payment in the amount of {$50.00}, the statement balance. This payment was scheduled to be deducted from my checking account on XX/XX/2021. The confirmation number for this authorization is XXXX. While logged into my Paypal Mastercard account, there was a pending charge I did not recognize. I alerted Synchrony Bank, that card number was cancelled and I was issued a new card number. 

The following is what actually happened on XX/XX/2021. 
XX/XX/2021 : Logged into my Paypal Mastercard account to follow up on the fraud alert, to discover my {$50.00} payment did not post to my account. I called my bank and was told only {$25.00} was sent to Synchrony Bank. So, I called Synchrony Bank and talked to a supervisor, her name was XXXX, she discovered Synchrony Bank only requested {$25.00} from my bank on XX/XX/2021, not the {$50.00} I had authorized. She also stated the payment was likely hung up due to the cancellation of one card number and the issuance of the new number. This payment was due no later than XX/XX/2021. I explained my concern of the approaching due date and XXXX assured me since the account was being sent to the payment department to look into the situation, the account would not be subject to past due issues. Basically, all of that would be suspended until the payment department had located the {$25.00} and decided how the remaining {$24.00} would be collected by Synchrony Bank. She said this should all be completed by the time my next credit card statement cut. My concern that the XX/XX/2021 payment due date would cause a problem was soon a reality. 

XX/XX/2021 : My Paypal Mastercard online account shows me a notification that I have a past due notice on my account and a late charge and finance charges had been assessed. Contacted Synchrony Bank AGAIN and Customer Service Rep XXXX was attempting to assist and assured me this mess would not bork my near perfect credit score. He stated the payment department would be investigating the missing payment and I would need to send a copy of my bank statement. I sent the bank statement on the XXXX of XX/XX/2021. That is the second time I was told the payment department was researching this issue. Received letter from Synchrony Bank dated XX/XX/2021 affirming the issue was being researched and it may take up to 90 days to complete the investigation and resolve the issue. 

XX/XX/2021 Synchrony sent a communication stating they were unable to locate a {$50.00} payment and the case has been closed and adjusted the balance on my account to reflect the {$50.00} balance they say I owe. They did not reassess the late and finance charges, to which I am thankful for. 

After numerous calls to Synchrony Bank since XX/XX/XXXX, they refuse to look for the {$25.00} and tell me they can not find the {$50.00}. They need to be looking for {$25.00}, not {$50.00}. 

Not only do they refuse to investigate the {$25.00}, they have committed fraud in requesting an amount I did not authorize. Really glad they did not request {$2500.00}, as that checking account did not have enough to cover 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 explanation