Consumer complaint received 2024-07-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: VA

Complaint narrative:
On XX/XX/year>, I made an online payment for my Lowe 's Credit Card serviced by Synchrony Bank. Synchrony 's online payment system saves payment methods ( e.g. bank accounts ) previously used to make payments. In my case, Synchrony has two payment methods saved : one for an older bank account that is now closed ; and another bank account I currently use. When I made the payment on XX/XX/year>, I inadvertently selected the older bank account that is closed. When I realized this, I immediately made a payment with my current bank account. However, Synchrony charged me a {$30.00} " returned payment fee '' for inadvertently using my old bank account. The reason that I inadvertently used the wrong account is that Synchrony does not allow a consumer to delete any payment methods. In other words, I was ( and am still ) unable to delete the old payment method ( a bank account now closed ) to ensure it wasn't used. The only logical reason that Synchrony would not permit a consumer to delete a payment method is that Synchrony intends for this exact scenario to unfold -- -that is, a consumer inadvertently selects a wrong payment method so that Synchrony can collect an unearned fee. There is no other legitimate explanation as to why a payment method can not be removed from their system by a consumer. This is most certainly an unfair, deceptive, and abusive act or practice. I encourage the CFPB to investigate how many " returned payment fees '' Synchrony has charged consumers as a result of the wrong payment method being selected as consumers are unable to manage the payment methods that Synchrony stores on their website. Consumers should be able to control which payment methods Synchrony stores on their systems. Instead, Synchrony intentionally prohibits consumers to delete incorrect payment methods so the bank can unscrupulously collect unearned fees. 

When I attempted to contact the bank, it took over 7 minutes to reach a customer service agent. This is not an acceptable average speed to answer. The customer service agent said the " system would not allow her to waive the fee. '' In turn, I asked to speak to a supervisor. The supervisor, XXXX, informed me she could not waive the fee " because it is your fault you selected the wrong payment method. '' When I informed XXXX that I felt this was unfair and I would like to cancel my card and would be contacting the CFPB, XXXX hung up on me before taking any further action. This resulted in me having to call Synchrony again and start all over. In total, I had to spend over 30 minutes on the phone to simply close my credit card account. This is unacceptable. I encourage the CFPB to pull call records including recordings of my call which will support this complaint. 

During the CFPB 's next exam, I suggest that the CFPB investigate Synchrony 's practice of not allowing consumers to delete payment methods. This is clearly being done so that the bank can collect unearned fees when consumers inadvertently select the wrong payment method. Their customer service practices should also be reviewed.

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