Consumer complaint received 2016-09-12
Company: SYNCHRONY FINANCIAL
State: WI
Product: Credit card
Issue: Transaction issue

Complaint:
I made a {$100.00} payment on my XXXX Synchrony Bank account on XXXX XXXX, 2016 through their automated phone payment system. I entered my bank 's routing number and checking account number as well as the amount I was paying which was {$100.00}. My Synchrony Bank account number was entered prior to making the payment. Before completing the call, I received a confirmation of the all the information I entered and a confirmation code. My XXXX XXXX, 2016 checking account bank statement shows the payment was made to Synchrony Bank and the funds withdrawn from my account in the amount of {$100.00} on XXXX XXXX. On XXXX XXXX, 2016 I received a collection letter from Synchrony Bank stating their records show we are past due for the month of XXXX. I immediately called their customer service number on the letter and explained that it was paid based on the information stated previously. They said they would look into it and call me back. I received a call back the same day and they told me the confirmation number does n't exist and we need to provide proof of payment. My wife pulled our checking account bank statement to show me that we do have proof of payment. I read off the description on our bank statement to the representative and they confirmed that the description on our bank statement is a legitimate Synchrony Bank description for phone payments and it has the confirmation code on it that they say does not exist. The representative said they will research further and get back to us. On XXXX/XXXX/16 we receive a letter from them stating that the payment in question has not been credited to our account and we need to fax proof. The next day we faxed our proof of payment to the number on the letter in the format they requested. After that we received no call back so we had to contact them. They told me that XXXX of the pages was illegible. I re-faxed on XXXX/XXXX/16 and exploded the view three different ways so they would be able to see it clearly. On XXXX/XXXX/16 they still had n't called me back so I called them once again. I had to explain everything again to the representative who seemed to be a bit more helpful but still no resolution. He researched the issue and had trouble finding the payment so he said he would elevate the claim to " Finance ''. On XXXX/XXXX/16 a representative from Finance called and stated they needed some time to research the issue and would call me back. As of today, XXXX/XXXX/16, there was still no response so I called them only to be put through the same process. I am extremely frustrated at this point. They have been telling me their Payment Research Center handles these issues but ca n't give me a phone number for them because it does n't exist. I asked for the phone number for the CFO for Synchrony Bank and they told me that number does n't exist either. They send me to Client Affairs and she tells me basically the same thing the representatives have been saying only she promises to get this resolved. I told her I want my account credited for the {$100.00} payment and the charges associated with this supposed late payment reversed today. She said she does n't have the authority to do that so I am once again stuck in this trap of no help, my money is missing, they have it and wo n't help me.

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