Consumer complaint received 2025-10-03 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SYNCHRONY FINANCIAL
State: CT

Complaint narrative:
Good morning! 

XXXX. On XX/XX/XXXX, my bank mistakenly paid {$15000.00} to your bank for a {$150.00} balance on my Lowes credit card. 
XXXX. I immediately notified my bank ( XXXX XXXX XXXX XXXX ) of the error, via email. This was their response : From : General Inquiry Sent : Monday, XX/XX/XXXX XXXXXXXX XXXX  To : XXXX XXXX Subject : RE : General Inquiry Good morning! 

XXXX. On XX/XX/XXXX, my bank mistakenly paid {$15000.00} from my bill pay account to Synchrony Bank for what I intended to be a {$150.00} balance on my Lowes credit card. 
XXXX. I immediately notified my bank ( XXXX XXXX XXXX XXXX ) of the error, via email. This was their response : " Since this payment was made through Bill Pay and the payment was sent electronically. You would have to reach out to the Merchant to have the payment reversed or cancelled. 
XXXX. On XX/XX/XXXX, I called Synchrony Customer Service Department about a refund. On review, after a 6-minute, 45 seconds conversation, their agent said she was requesting the refund to be processed and indicated a 14-day waiting period. 
XXXX. On XX/XX/XXXX, I called Synchrony Customer Service Department again, and spoke with a gentleman. That agent informed me that because the refund was significantly large, it was subject to further auditing and would take longer to process. Incensed, does not come close to the feelings I harbored! I explained to that agent that {$15000.00} was a drop in the bucket for Synchrony but that for me it was my retirement egg. The agent agreed to forward my complaint to higher ups because I mentioned I would file a formal complaint with the CT Attorney General and with the CT Banking Commission. 



XXXX. On XX/XX/XXXX, I received a letter from Synchrony Bank dated stating : " During a recent account review, we found that activity associated with this account demonstrates one or more of the following : Unusual Payment Activity, multiple overpayments on your account which do not match your outstanding balance balance or minimum due. You should ensure the amount you pay is consistent with your account activity during the current billing cycle, corresponds with your current minimum payment due, or covers your current account balance. 
Unusual Return Activity, recent merchandise return or returns do not appear to be supported by prior purchasing activity on the account. 
As part of the recent review, all accounts you hold with SYNCHRONY BANK were also reviewed. If you continue with any of the activity outlined above, this account, together with any other accounts you hold with SYNCHRONY BANK, may be closed and any unpaid rewards ( if applicable ) will be forfeited. '' No other recourse was given to me. 



XXXX. Today it is XX/XX/XXXX. My mortgage has not been paid and I'm afraid the bank will threaten to take my home. Why? Because I dont have my retirement savings money to pay for it! Synchrony 's indifference to my plight is going to put me on the street. I'm in need of help!

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