Consumer complaint received 2024-08-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
On XX/XX/year> I had a balance of {$240.00} left to pay off on my Synchrony Bank Care Credit Card account. On XX/XX/year> I made a payment of {$240.00} on my Synchrony Bank Care Credit account paying it off in full. I never received a confirmation email or text message stating my payment was made. The following morning, on XX/XX/year> I logged back into my Care Credit account to see if I had received a message regarding my payment from the day prior. There was no message. In addition, the {$240.00} was not reduced from my balance. In somewhat of a panic, I submitted another payment for {$240.00} on XX/XX/year> in order to pay off my Synchrony Bank Care Credit Card in full. However, this was again not reflected, and I did not receive a payment confirmation email or text. Due to making double payments of {$240.00}, I contacted my bank ( XXXX XXXX ) to see if they could contact Synchrony Bank Care Credit and cancel or credit me the {$240.00}, which they did. On XX/XX/year>, I was credited {$240.00} to my checking account. In addition to contacting XXXX, I also contacted Synchrony Bank Care Credit and spoke to someone who told me they would be sending out a reimbursement check of {$240.00}, however I have never received this check and therefore have never deposited it or cashed it. This was a mistake on my part in contacting both Synchrony Bank and XXXX XXXX, although I have the financial proof showing no check was cashed or deposited from Synchrony Bank Care Credit. Only the credit of {$240.00} was reflected. A few days later, I began receiving a series of harassing text messages and emails from Sychrony Bank Care Credit stating I owed a balance of {$530.00}. I was extremely confused as I had already payed off the {$240.00} twice. There was no reason why I would owe {$530.00}. As a result, I contacted Synchrony Bank Care Credit, however, was stuck on hold multiple times. After finally being able to speak to a live representative, I explained the situation as stated above and asked why there was a balance of {$530.00}, however they could not give me a clear answer. The phone representative informed me they would need to talk to their manager. After speaking with their manager, the phone representative informed me my balance of {$530.00} would be brought down to {$0.00} by XX/XX/year>. They informed me this should all be done by the beginning of XXXX on XX/XX/year>. After I hung up the phone, I waited for a confirmation email or text message, however again I never received anything. Several days later I began receiving another round of harassing emails, messages and phone calls from Synchrony Bank Care Credit stating I still owed a balance. This is still going on as of today XX/XX/year>. When I logged back into my Synchrony Bank Care Credit Account on XX/XX/year>, it showed I owe a balance of {$390.00}. I am not sure where this number is coming from. As of today XX/XX/year>, my Synchrony Bank Care Credit Card account shows I owe {$390.00}, which is untrue.

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