Consumer complaint received 2022-10-06
Product: Credit card or prepaid card 
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process
Company: SYNCHRONY FINANCIAL
State: NV
Tags: Older American

Complaint:
Complaint : very, very poor customer service response to simple request to change date of automatic payment I am a XXXX-year old Senior lady on fixed income who is unable to pay the monthly charges on Chevron-Texaco credit card # XXXX XXXX XXXX XXXX, exp. XX/XX/XXXX due to unexpected expenses. The name on the card is XXXX XXXX XXXX. After conversation with a lady Customer Service Representative named " XXXX on XXXX XXXX, XXXX, '' we both decided to close the account and I would repay the Statement Balance : {$7500.00} in monthly payments of {$130.00} from my checking account, due on the XXXX of the month until paid in full ( about 60 months ). My daughter, XXXX XXXX XXXX, will share the payments as she was a user of the card, splitting the monthly bills. 

As it would be easier in planning a monthly budget, I decided to change the payment date from the XXXX to the XXXX of the month. Today, XXXX XXXX, XXXX at around XXXX XXXX XXXXXXXX XXXX time I called Chevron-Texaco at XXXX XXXX ) XXXX and got a female-voiced robot that had trouble understanding me when I asked to speak to an " agent '' " representative, '' " human being, '' etc. The only way I could get the robot to connect me to a person was to use some bad words. 

The robot connected me to a woman who gave me her name which I forgot to note. She had a foreign accent and was working from home as I could hear a dog barking in the background. I asked her to change the payment date from the XXXX to the XXXX and she was only able to change it for XXXX. Apparently, XXXX XXXX XXXX XXXX was NOT her first or XXXX  language and even though I made my request very clear, she failed to comply with my wishes, blaming the " system '' as a phony excuse. I am sorry to say, I was not very polite to her because I was angry that instead of trying to fix the problem, she gave me excuses instead. She had the nerve to tell me to " call tomorrow '' when I was within the time Customer Service is available on week days ( XXXX XXXX. to XXXX XXXX XXXX ). I ended the call by hanging up. 

I feel I have a legitimate complaint against Chevron-Texaco customer service because : 1. ) A non-human robot continuously ignored and interrupted me, refusing to understand my request to speak with a person until I used bad language. 
2. ) When finally connected to a person, I got an individual who used one excuse after another to explain why she could not make a simple change. I am not asking for a reduction in payment, but just a change for the automatic withdrawal from the XXXX to the XXXX of each month. 

If you wish more information, please call me at ( XXXX ) XXXX and follow the instructions of my phone robot ( placed on the phone as I was getting up to 10 junk calls a day ).

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