Consumer complaint received 2024-09-24 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
I am submitting a complaint against Synchrony Bank. The communication I had with them has been misleading and the resolution proposed unsatisfactory. In all their dealings they have been highly unethical. I have tried repeatedly throughout to reach out in good faith. 

Here is a summary of the facts : Saturday, XX/XX/XXXXXXXX  I opened an account with Synchrony XXXX on XX/XX/XXXX. This account has always been paid as agreed. I Initiated a payment through the online payment portal. The payment was due XX/XX/XXXX. There was the option of paying the minimum payment of {$130.00}, pay the entire balance ( {$6300.00} ), or some other amount. I have to this point only made the minimum payment, because the terms were XXXX percent for 72 months. However, I made an error and selected pay the entire amount. I called Synchrony the same day and was told that no edit to the payment could be made because I had selected XX/XX/XXXX as the payment date and the payment was in a processing status. 

Tuesday, XX/XX/XXXX The presented item for {$6300.00} caused my account to be overdrawn. I contacted my bank, XXXX, explained the situation had been a mistake and opened up a dispute. 

Wednesday, XX/XX/XXXX XXXX returned the item unpaid and credited the {$6300.00} to my account. I contacted Synchrony and told the representative that the item had been returned. We discussed the balance being updated ( it now showed {$0.00} owed ). Discussed that once it was returned that I could then make the minimum payment and that there may be some fees for returned item and/or late fee. It may take a couple of days for the account page to be updated. 
Thinking that the problem would resolve itself by the item being returned, I closed the dispute I had initiated with XXXX. 

Thursday, XX/XX/XXXX XXXX XXXX  Followed up with Synchrony. Spoke with XXXX. No change to the status on the account. She was going to request that the 0 % 72 months be reinstated. Balance will go back on the account, may be a {$30.00} - {$41.00} late fee {$30.00} returned payment fee. 

Monday, XX/XX/XXXX Synchrony again submitted the {$6300.00} to XXXX for payment. I called Synchrony and spoke with XXXX who said this should be resolved by the XXXX. Again, it was presented that it would be a return of the balance. 
Tuesday, XX/XX/XXXX. 
XXXX pays the item ( a reversal from their pervious action ) again causing an overdraft. I opened a second dispute # XXXX to reclaim the money from Synchrony. Was told by XXXX it would take 10 business days to resolve. 
I called Synchrony and spoke with XXXX. She said she could open up a dispute but that it would take several weeks to get the money returned. Did not authorize them to open the dispute. Told them I would work through my bank to sort it out. 

I hope this account of the history demonstrates that I sought repeatedly to address the situation directly with Synchrony and each time I was told either that it was out of their hands in a process that couldnt be stopped or was given misinformation about what actions Synchrony was going to take. After the initial present/return of the {$6300.00} there was no indication from any of their representatives that they would continue to prosecute and claim the full amount. I repeatedly articulated that this was a mistake, I would happily make the payment I had been making but now it appears that now that Synchrony has the funds they have no intention of dealing fairly. It took days for them to take the money but weeks for them to return it.

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