Consumer complaint received 2026-02-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: ID

Complaint narrative:
Did you know that you CAN NOT talk to a REAL PERSON other then their call center representative? Did you know that all complaints are basically handled by a computer system? Supervisors do not exist. Syncrony was paid OVER {$9900.00} on a {$6900.00} bill??? Guess what, they said they didn't receive it, even though it was debited from my account ( XX/XX/XXXX ). The story now from Syncrony is THEY put money in my card account for some stupid reason, the money in there was MY MONEY. The card DID have a XXXX balance, then a {$18000.00} credit, then a {$9000.00} credit. Then SYNCRONY took ALL the money I paid and returned it to my bank account, you know, the money they said I didn't pay. According to the call center, I didn't pay but yet they gave all the money back. How does that work? SYNCRONY closed the account because I was a high risk of NOT paying my debt. What?????? All I wanted to do was pay the card off IN FULL. Not late, not behind, not anything but wanting to pay it IN FULL. SYNCRONY sent XXXX letters asking for proof. Gave me a contact person and phone number. Guess what, called her 5 times and not one live person answered the call, left messages, not one person called me back. Sent the required documents to the address they provided 3 times because each time guess what, they didn't receive them. Wanted to send them registered mail, but once again NO LIVE PERSON to sign for them AND it's nothing but a P.O. BOX. # 1 - Call center is located out of the United States. English is definitely NOT their second language as very few spoke well enough to even say my name. # 2 - Complete payment was debited from my account on XX/XX/XXXX. Card at this time should have been paid in full. Over payed actually by at least {$2500.00}. # 3 - Received a canned collection call telling me my payment was late and I needed to pay it now. # 4 - Once again I called the call center. Got the same response. " We didn't receive it '' I could go on forever as I called them so many times I actually have lost count. You seem to be satisfied with their response as being closed but remember that didn't come from an actual person but their canned response from a computer. There isn't a LIVE PERSON that handles these types of complaints. The money that " WAS NEVER RECEIVED " was returned to my account on XX/XX/XXXX. as shown to them 3 times in letters AND banking information, which once again THEY NEVER RECEIVED. So now all my information is floating around in Syncrony 's system where anyone can access it. As of today, XX/XX/year> nothing has been done to make things right. Syncrony is the most FRAUDULENT banking system there is. They closed accounts for trying to pay the balance in full, have went back and charged that account ( XX/XX/year> ) huge late fees, and astronomical interest and are expecting me to pay it for their major screwup. Did you ever really look into this? Or just waited for their stupid response and call it good??

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