Consumer complaint received 2016-12-28
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
I opened an account on XXXX/XXXX/XXXX with Synchrony Bank for a Care Credit Card to get some dental work done. I continued to make payments. In XXXX of XXXX, I noticed that monthly minimum was beginning to go up. I am self employed and I had a poor year for income during XXXX and I needed to find ways to cut my expenses. I contacted Synchrony Bank on XXXX/XXXX/XXXX to close the account and see if I could make payments on the balance for a period of time. I reached Customer Service in XXXX. I spent about 3 hours talking to various people including several managers. I finally got frustrated and made a payment of {$50.00}. I called again on XXXX/XXXX/XXXX and got XXXX again. I requested to be connected to a rep in the US. It took several attempts and finally a manager transferred me. I explained what I needed to do and was transferred to the collection department. The rep there explained that there is a program to resolve my request. We began the process and concluded that the account was to be closed and that I would now pay $ XXXX month for a period of 4 years. This was a big relief. The last statement was {$170.00}. Now there was no interest charges or other fees. I then asked if we could do the same for my husband 's account. That was taken care of as well. We were required to make our first payment by a certain date. The payments were made. At this time there was no mention of the effects this will have on my credit profile. I then began getting phone calls from the the collection dept. in XXXX or XXXX about a missed or delinquent payment. I said the account was closed I had made arrangements with the Bank to make payments.I then called again the collection dept. on XXXX/XXXX/XXXX and found that the rep. had not processed my request. They had processed my husband. We had to go through the whole process again. I was still getting missed payment calls. The people in XXXX or XXXX were not informed with the proper information from the US about our transactions. I decided to check my credit profile and found that this bank reported XXXX incidents of missed payments or delinquent accounts. XXXX for 30 days and XXXX for XXXX59 days. Also, my XXXX had gone from XXXX to XXXX. The bank also indicated that they had closed the account and not showing that this was at my request. I have a XXXX business and wanted to get a small loan of $ XXXX to do some first of the year advertising to stimulate more business. After being rejected, that is when I decided to check my credit report. I, again, called the Bank and talked to another Rep. and again, I am talking to a rep. in XXXX or XXXX. I aksed to be transferred. Again, it took getting a supervisor to transfer me. I requested a manager and relayed the situation all over. I was told that any fees that accumulated would be reversed and the rep would file a complaint to get the credit unions to reverse the information to clear the report from the bank. I have recently called for a follow up and was told that it will take about 30 days to get the process with my credit started and I assume that it will take a while for the credit unions to change my account. Now I will miss my window of opportunity for the first of the year resolutions that many us make to deal with our XXXX and XXXX conditions. In all I have spent about 8 hours on the phone with the bank about this matter. The bank has indicated that will be concluded as a bank error. I have suffered grave consequences as a result of this " bank error ''. I guess the bank does not have any consequences from creating my consequences. I would like to have the bank pay me {$20000.00} as a result of their " Bank Error ''! I have with other accounts been connected to an overseas company and have experienced the same problem to deal with my requests. On several occasions my request to be connected to a US rep. is not an option.

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 non-monetary relief