Consumer complaint received 2022-01-25
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
XXXX XXXX  XXXXSynchrony Bank offers customers the option to get reward points or defer interest on qualified purchases made using the XXXX XXXX. Purchases made under the deferred interest option are purportedly tracked under the cardholder 's " promotional '' balance. Those made under the rewards program are tracked under " non-promotional '' balance. Unfortunately, it seems like the company lacks the necessary computer systems to keep track of " promotional '' balances separately from " non-promotional '' balances, leading to incorrect interest charges on customer accounts. I have been charged interest incorrectly and it is an ongoing issue. This is my third complaint on this matter. The first complaint was CFPB XXXX XXXX. The second complaint was XXXX. 

This third complaint relates to the company charging me interest of {$29.00} for the period ending XX/XX/XXXX due to them not applying a payment of {$1400.00} I made on XX/XX/XXXX to my non-promo balance ( regular balance ). The payment was for the billing cycle ending on XX/XX/XXXX to pay off a charge I incurred on XX/XX/XXXX associated with my non-promo balance. A close look at my activity history indicates that the company might have initially applied my payment as I requested but subsequently someone or some automated system reversed it ( see activity summary below ). 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL {$1400.00} XXXX filed a complaint on XX/XX/XXXX to try to get this resolved. The company indicated that they charged me no interest but they did as noted on my latest statement. This is false and misleading. In addition, in the company 's response to my last complaint XXXX, they indicated that they can allocate payments however they wish. This is contrary to what I was told when I first signed up for the promotional no interest program. It is also contrary to what I was told by numerous representatives including company 's representative who helped to resolve my first complaint XXXX filed on XX/XX/XXXX. I was told that when I make payments, I can request for the payment to be applied to my non-promotional balance ( regular balance ). 


Since my original request date of XX/XX/XXXX, I have made several calls and chats with the company 's customer representatives to follow up. I was told by some representatives that this would be processed within 3-5 business and some others that it would be done by the next billing cycle which has already come and gone. 

A copy of my first chat with the company 's representative, XXXX, on XX/XX/XXXX is shown below. 

Hello, XXXX. My name is XXXX from XXXX XXXX XXXX. 
J Thank you for contacting us. I hope you and your family are safe. 
J How may I help you? 
I want to make a payment and need your help to apply to my non-promotional balance J I did not mean to rush you. However, I am not getting any response. May I know if we are still connected? 
J Thank you. We appreciate your time in contacting us regarding this matter. 
J You can submit the payment online. I will allocate it for you once done. 
just submitted J Thank you, XXXX. For security and verification, may I have your complete date of birth? 
That amount should be sufficient to pay off my non-prom balance XX-XX-XXXX J Thank you. Is there another person listed on your account aside from you? 
No J Thank you very much for fully verifying your account. 
J I successfully processed your request. Kindly allow 1 to 2 billing cycles for the adjustment to reflect, but rest assured that the account is considered as paid today. Your new regular balance is {$0.00}. 
Great thanks for your help! Have a good nite

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