Consumer complaint received 2024-01-20
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL (GA)

This is our second complaint since XX/XX/XXXX. We opted to borrow money to pay off our three outstanding balances. Care Credits confusing and deceptive practices only allow for one promotional purchase balance to be open at a time. Trying to pay these three balances off have led to even more headache and frustration. 

Our XX/XX/XXXX statement showed that we owed balances for promotional purchase dates of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These amounts were {$390.00}, {$790.00}, and {$570.00}, respectively. Please see XXXX XXXX XXXXXXXX highlighted statement. 

On XX/XX/XXXX, we made a payment of {$390.00} and immediately requested that it be allocated to the XX/XX/XXXX purchase balance in the same amount. ( We have to make requests immediately since the company spreads payments out across promotional purchases instead of putting payments towards those with the closest expiration date which was promised at the time of applying for the card. ) The Care Credit representative in chat was XXXX XXXX and confirmed that the payment had been allocated as we requested and confirmed the balance was now paid in full. She noted that the update would post in 24 to 48 hours. Please see XXXX XXXX XXXX Chat log. 

On XX/XX/XXXX, we logged in to check the update and to make a payment in the amount of {$790.00} to pay the XX/XX/XXXX purchase balance. Again, we immediately requested through chat that the payment be allocated to that purchase so that it would be applied correctly. The Care Credit representative in the chat, XXXX XXXX, confirmed that the payment was allocated to the XX/XX/XXXX purchase balance and that it had been paid in full. Please see XXXX XXXX XXXX Chat log. 

On XX/XX/XXXX, we logged in to check the update and make the final payment. It was at this log in that we noticed that the payment made on XX/XX/XXXX in the amount of {$790.00} was allocated incorrectly. We made contact with a Care Credit representative, XXXX XXXX, through the online chat. XXXX stated that the allocation had not posted yet and would be updated today. Please see XXXX XXXX  XXXX Chat log. 

On XX/XX/XXXX, the online system was showing that a balance of {$650.00} for the XX/XX/XXXX purchase. A phone call was placed to Care Credit and we spoke with XXXX. The call was reportedly recorded by Care Credit. It was recorded by us and a transcript ( XXXX XXXX ) was made. The call with XXXX was unproductive, confusing, and very frustrating. XXXX reports that the {$790.00} was spread across the following three purchases : 1 ) The promotional purchase that was paid off on XX/XX/XXXX. 2 ) The regular purchase which was the subject of the XX/XX/XXXX CFPB complaint ( See XXXX XXXX CFPB company response XXXX, XXXX ) and accrued interest and 3 ) The promotional purchase made on XX/XX/XXXX which only had a balance of {$570.00}. Please see XXXX XXXX XXXX Phone call transcript. 

On XX/XX/XXXX, we made the final payment of {$570.00}. Allocation was not requested as it was the last documented balance on the XX/XX/XXXX statement. Please refer back to XXXX XXXX XXXXXXXX highlighted statement. 
The XXXX statement was released within hours of us making the last payment and shows all three balances of purchase dates of XX/XX/XXXX ( {$390.00} ), XX/XX/XXXX ( {$790.00} ), and XX/XX/XXXX ( {$570.00} ) have been paid in full. Please see XXXX XXXX XXXX highlighted statement. 

We have enough of a financial background so that we can stay on top of these issues in order to protect ourselves, manage our finances, document transactions and chats, and can dispute the randomly leftover {$78.00}. 

We are asking that this matter be resolved immediately and our account be credited accordingly. The evidence provided shows that as of XX/XX/XXXX, we have paid the three balances on the XX/XX/XXXX statement in full. The letter from XXXX XXXX, Senior Specialist with Corporate Consumer Relations at Synchrony Bank, provides evidence that the regular charge noted in the phone call with XXXX should have already been removed from the account, along with any accrued interest. With this, our total owed balance to Care Credit should be {$0.00}.