Consumer complaint received 2025-03-19 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: TN

Complaint narrative:
I got this credit card in XX/XX/year>, and it was problems from the start. The first thing I did was set it to " pay the balance in full '' so I wouldnt have to worry about late fees or missed billsit would just get paid automatically. 
In the first month, I noticed a late fee, so I called Synchrony. The rep was polite and admitted the payment should have gone through but didnt. They manually ran it, removed the late fee, and confirmed my account was in good standing. After that, I never used the card again. Since I had verified with the rep that my balance was paid, I assumed everything was fine. 

What happened next is wild I didnt realize that my account was set to receive paper statementssomething I always disable, but either it didnt go through, or I forgot. Because of this, I was charged for paper statements, which created a new balance. 

But I had no idea this was happening. I never got any urgent notifications about a balance due or autopay failure. 

I did receive a statement in the mail, but it was marked insignificantly, looking like an advertisement. 
I got generic emails, but they didnt indicate urgencyjust " You have a letter to read, click here. '' No one notified me that a payment failed or that they would rerun it. 
Because of this, I unknowingly missed payments for a balance I never expected to exist. Now, I have a major drop in my credit scoreall over paper statement fees I didnt even know I was being charged.

Today 's Nightmare Today, I called Synchrony to pay the balance in full and close the account.

They asked, " Do you want to use the account on file? '' I said yes.

They confirmed the payment went through and read the standard account closure notice. 
At this point, I should have been done. 

But since I dont trust them at this point, I checked my bank account. Despite receiving a confirmation number, the payment never went through.

I tried to add another payment methodI wanted to use a major credit card to make absolutely sure it was handled. But Synchrony only allows payments from a bank account with a routing number.

I only have one bank account, but for some reason, Synchrony has it listed twice in their system. 
Neither entry is working today, even though it worked before. 
My bank confirmed that no charges were attempted today or in the previous months when Synchrony claims they tried to withdraw payments.

No Help, No Proof, No Way to Pay I spent over three hours on the phone today, dealing with : - Dropped calls - Endless transfers - No one able to give me a straight answer I asked Synchrony for proof that they attempted to withdraw payment.

They refused to provide it.

I tried to follow Synchrony 's instructions to send a secure email, but the option does not exist in my account portal. 

I am now at risk of another negative credit report over : - A charge I was never properly notified about - A payment I was told was made but never processed - A system that literally will not allow me to pay my balance I Need This Fixed ASAP - I need this payment to go through by tomorrow. 
- I want this issue removed from my credit report. 
- I want my XXXX XXXX XXXX restored. 

This is a massive, unfair hit to my credit score over paper statement charges I never knew existedeven though my account was set to pay in full.

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