Consumer complaint received 2026-02-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: MS

Complaint narrative:
I originally took out this OnePay credit card account back on XX/XX/XXXX. I did so due to the fact that the XXXX credit card stopped servicing XXXX and this card was offered as a replacement to the XXXX card. 
From day XXXX, I had problems making payments using their confusing online website. It's the most confusing website that I've ever seen in my entire life and I'm XXXX XXXX XXXX. It is like a maze trying to pull anything off of it including statements, etc. 
I made numerous phone calls to customer service and the phone kept hanging up. I finally spoke to a foreign speaking representative about placing my call through to a supervisor and he stated, " the supervisor is not taking calls at this time ''. 
On XX/XX/XXXX, I made an early electronic payment on my credit card account through my XXXX XXXX account. The payment was not due until XX/XX/XXXX. 
On XX/XX/XXXX, I seen that a " returned check fee '' had been posted to my credit card account. 
On XX/XX/XXXX, in order to get through to someone, I called the Fraud phone number and was immediately speaking with an English-speaking person. 
I spoke with a supervisor in the Fraud department and explained to her that I recently tried to make an early payment that wasn't even due at the time using their electronic payment system and for some reason I'm now being charged a " Returned Check Chg ''. ( Listed on the OnePay website ). Statement due XX/XX/XXXX now states " Returned Payment Fee ''.

The supervisor could not tell me why the payment did not go through. I advised her that an electronic withdrawal was supposed to be withheld from my XXXX XXXX account and that I had over {$4000.00} in my account available to pay the bill. 
She apologized about the website platform being a lot different from other websites but stated that she could not help me with the fees and interest. 
I advised the supervisor that it is better for me to close the account since it has been so frustrating and confusing since opening the credit card and if I knew it would be this stressful, I would have never taken it out in the first place. I also advised her that I would pay for all of my purchases in full, however don't feel that the {$30.00} charge or interest is owed due to the circumstances. All purchases were paid in full on XX/XX/XXXX in the amount of {$130.00}. Therefore, my account should now show {$0.00}. 
On XX/XX/XXXX, I received a letter dated XX/XX/XXXX that my request to close the account had been processed. 
I have completed some research on the subject of electronic transactions not processing. According to the Federal Trade Commission " A credit card company should not charge for an electronic payment that is not processing ''. If a transaction is not processed, the company should not imposed fees or penalties. 
In order to remedy my complaint, I asked that the outstanding {$30.00} returned fee and the {$2.00} late charge be removed from my account and not reported as delinquent on my credit report.

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 monetary relief