Consumer complaint received 2023-08-22
Company: SYNCHRONY FINANCIAL
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
This is in regards to Verizon Visa Signature Card, underwritten or financed by Synchrony Bank. Synchrony Bank said that an electronic payment of {$200.00} that was made on XX/XX/XXXX by Citibank to Verizon Visa Signature Card was never received. I complied with their request to demonstrate proof of that transaction. I went in person to a Citibank to speak to a XXXX who then researched and subsequently handed me a Transaction Activity document showing that {$200.00} was debited on XX/XX/XXXX, then credited back to my account on XX/XX/XXXX. The {$200.00} was then debited once again and sent to Verizon Visa Signature Card on XX/XX/XXXX. I mailed the documents that Synchrony Bank requested in a parcel but they claimed that they never received that parcel. On XX/XX/XXXX at XXXX my mother and I spoke to a Verizon ( not Verizon Visa Signature Card ) employee named XXXX XXXX the phone. He reassured us that he would make a payment for {$280.00} to Verizon Visa Signature Card and that we didn't have to worry about anything. There was never any misunderstanding on our side nor on XXXX 's side. He was very clear and direct that he had made that payment to Verizon Visa Signature Card. He was also very cordial and professional. He even gave me a reference number ( XXXX ) as proof that the payment had been made. Then on XX/XX/XXXX Synchrony Bank informed me that I was late on the payment in dispute. I spoke to them over the phone and they opened a case to review the problem. By now the amount had risen to {$290.00}. The customer service representative told me to fax them the same documents they initially requested in XX/XX/XXXX. I once again met with a Citibank manager who gave me the Transaction Activity document. She reassured me that the {$200.00} was in fact paid to Verizon Visa Signature Card on XX/XX/XXXX. The documents I sent by fax were never received because the fax number they gave me was invalid. I resent them the documents by fax using another number they gave me on XX/XX/XXXX at XXXX. The store where I faxed the documents from confirmed that the documents were received by Synchrony Bank. I spoke to two people at Synchrony Bank named XXXX and XXXX on XX/XX/XXXX between XXXX and XXXX. They confirmed that they received the requested documents but that the problem wasn't resolved. XXXX then said she would contact the proper authorities. Another dispute was opened for review in XX/XX/XXXX, and a Synchrony Bank employee said that they in fact made a mistake and that she was sorry. But I received a letter from Synchrony Bank saying that they completed their review of the payment that has been in dispute for over a year now. I was very upset and once again spoke to a Synchrony Bank employee by phone in XX/XX/XXXX. The employee told me that he would take care of the problem and pay the entire amount. I told him to please send me a final pay-off bill showing that I didn't owe any money to Synchrony Bank XXXX He reassured me that he would in fact do that. In addition, he said he would send me a check for {$5.00}. I was confused and asked him why ; to which he responded that Synchrony Bank owed me that amount. I received that check on XX/XX/XXXX and deposited it in my account. True to his word, I received a bill that shows {$0.00} balance. A section in that bill shows a purchase date for XX/XX/XXXX, a purchase amount for $ XXXX Payment No Interest, Deferred Interest Charges - {$0.00}, Promotional Balance - {$0.00}, and Expiration Date - Paid Off. It also shows that all of the previous late fees, interest charges and purchase refunds were removed. The bill also shows that they sent me a refund check for {$5.00}. Unfortunately, this was once again false information. I had been lied to again. I received a bill from Synchrony Bank in XX/XX/XXXX for the original amount of {$200.00}. I received another letter from Synchrony Bank on XX/XX/XXXX saying that they found an incorrect balance, and they credited my account for {$14.00}. The last correspondence I received from them was a bill in XX/XX/XXXX for {$220.00}. I believe that Synchrony Bank is engaging in deceptive practices, they hire inept employees, and they are harassing me. Thank you for helping me. I will send any documents you request.

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