Consumer complaint received 2023-02-21
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am voicing a complaint with Synchrony Bank concerning their product Synchrony Verizon Visa Signature Card. 
I signed up for a new card through Verizon Wireless when I purchased a new phone in XX/XX/XXXXXXXX XXXX. I received a XXXX XXXXmonth discount while paying by using the Synchrony Verizon XXXXignature card , account ending in XXXX. 
From XX/XX/XXXXXXXX XXXX through XXXX or XXXX of XXXX my payments were made directly to Synchrony Verizon Visa Signature card by way of XXXX XXXX through my XXXX XXXX XXXX account. 
The billing address given to me is as follows : XXXX XXXX XXXXXXXX XXXX XXXX XXXX This method of payment worked fine from XX/XX/XXXX through XXXX or XX/XX/XXXX when I received a notice that I missed a payment. I was caring for my XXXX XXXX XXXX XXXX  Mother at her home, so I didn't have access to my records. I called the bank back and made a payment by phone in the amount of {$150.00} verified by a Synchrony Verizon customer service rep, ( XXXX ) dated XX/XX/XXXX. 
Then my XXXX payment went through XXXX XXXX without a problem. 
However, in XXXX I was told by Synchrony Bank by phone that my account had insufficient funds and in early XXXX that my XXXX XXXX XXXX checking account had been closed. 
I made an appointment to speak with XXXX XXXX XXXX XXXX, XXXX, to go over my account. He explained that if a client had insufficient funds or their account had been closed, the Credit Union would have notified them directly. Neither situation applied to my account.

I decided to cancel this form of payment using Verizon to bill the Synchrony Verizon Signature Visa card and change to directly paying Verizon Wireless.

I contacted Synchrony Verizon Visa Signature Card and Verizon XXXX  customer service representatives. I explained my intent to stop paying my account through Synchrony Bank Verizon Signature Visa. The reps from both companies spoke to each other to confirm that no more charges would be placed on the Synchrony Verizon Signature Visa card. Synchrony verified that my Synchrony Verizon Signature Visa card balance was fully paid and no more charges were pending. Synchrony Verizon Signature Visa representative confirmed to me that the account ending in XXXX was closed and I was done dealing with Synchrony Bank. 
I made my payments from XX/XX/XXXX to present directly to Verizon XXXX. 
Then in XXXX, XXXX Synchrony sent me a new Verizon Signature Visa card, showing a balance. I did not request a new card, nor did I use it for any purpose. 
I immediately called Synchrony I did not want a new card and hadn't placed any charges on it. The charges were not itemized as to what they were for? 
In XXXX, I wrote a letter to the CEO of Synchrony Bank outlining my situation. I received a form letter back never addressing my specific issues. 
I called again and got an address for Consumer Complaints and disputes for Synchrony Bank. I sent them copies of my XXXX XXXX XXXX payments through XXXX XXXX which showed delivery dates and Synchrony Bank 's endorsement on the back of the check. 
None of the correspondence addresses my multiple disputes I have filed by mail and phone. ( see attached ). The calls and letters continue without any resolution. 
I contacted the Florida Attorney General and she directed me to the CFPB. 
I am hoping you can help me. This is exhausting and I feel like I am not getting anywhere. 
I am a XXXX XXXX XXXX widow with limited funds. I still care for my XXXX XXXX XXXX mother at times. 
Please help me. 
Sincerely, XXXX XXXX XXXX

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