Consumer complaint received 2025-04-22 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: KY

Complaint narrative:
Since XX/XX/year>, I have experienced a breach of good faith business practices from Value City/Synchrony. This hardship begin when I contracted XXXX in XXXX of XXXX and called to report that I would be behind on ONE payment, asking if I might - having never fallen behind on payments once as a long time value city customer push my payment until the next month? This single late payment is documented via credit reporting and can be confirmed. The representative on the phone agreed and assured me this was totally normal and would be fine and " made a note of it on my account. '' A few weeks later, I received correspondence from my credit review company that my value city/synchrony account had been closed, without my knowledge or any other information, in the same month - just a couple of weeks after said phone call. This naturally dropped my credit score across the board, lowering my credit to debt ceiling. Then in XXXX, I paid the entire balance off. In XXXX, they sent me an additional bill for fees, which I felt then was erroneous. After confirming the final fees balance was both the statement and account balance and no remaining fees existed., I paid it anyway just to rid myself of this business relationship, which I felt was dishonest. BUT, a month later, I received yet ANOTHER bill. Mind you, the account had now been closed since XXXX and paid off since XXXX. This was definitely inaccurate. I reached out to the company again. THIS TIME I had the sense to record/ download the chat session in which the representative confirmed the balance was paid in full on both the statement balance and account balance and my account was clear and closed. NO balance. None. Account clear, as I suspected. Even the credit reporting bureau emailed me and congratulated the pay off. Have the email! But again, a month later, another bill arrived - now with late fees. Since that time it has been a back and forth on these same fabricated fees WITH late fees attached that has not only been irritating but has continued to adversely affect my credit by dropping my credit score each month that goes by and they report " LATE PAYMENT '' on an account that has been closed and also verified by them as paid off in full. This has to stop. Not only is it predatory, but it continues to harm my credit, which I have worked diligently to build and continuously check and work on. I have given them multiple opportunities to correct course. I have called multiple times, I have chatted multiple times, I have since written letters, and the last two version of the letters have been certified to include evidence that they had been sent. The fees in question here were originally XXXX dollars, but now they have grown to nearly XXXX ... on a closed and paid-off account! Please, anything you can do to help stop this madness and these bad faith business practices that continue to destroy my credit, balances dropping across my accounts because they continue to report my payments as late for months when in fact I have NO balance and it was paid in full almost a year ago. I have all of the documentation from the chats and the account statements and the certified receipts to show everything I state here.

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