Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
XXXX XXXX XXXX XXXX took {$130.00} in payment to go towards payment on my credit card. XXXX payments of XXXX on XX/XX/XXXX, {$25.00} on XX/XX/XXXX, and XXXX payments of {$5.00} on XX/XX/XXXX, and XXXX payment of {$2.00} on XX/XX/XXXX. XXXX, without notifying me, put all of my payments into a 'hold ' because of 'security concerns ', as stated by several representatives/ XXXX call center staff. I was never notified these payments would be on hold. Several agents continued to explain my account will stay in this 'security lock-down ' for unspecified amount of time. I've called half a dozen times asking for help. I had an 8min 53sec phone call on XX/XX/XXXX, 7min 5 sec phone call on XX/XX/XXXX, a 10 minute phone call on XX/XX/XXXX, 2 calls under one minute on XX/XX/XXXX, 7 min 11 sec call XXXX XX/XX/XXXX, 7 min 18 sec call XX/XX/XXXX, 3 min 41 sec call XX/XX/XXXX min call XX/XX/XXXX. I was told in the XXXX phone calls on XX/XX/XXXX I had to wait 5 days for my XXXX {$5.00} and {$2.00} payments to release. 8 days for my XXXX {$48.00} payments to release. 7 days for my {$25.00} payment to release. I called on the XXXX, 5 days later, and asked about my funds being released- specifically the XXXX smaller payments, since it had been 5 days. I was told they did not see those XXXX smaller payments on hold any longer, but I did not see them released on my side. Those transactions for XXXX payments of {$5.00} and XXXX of {$2.00} are not in my account, as far as I can see. I spoke to 3 different agents on XX/XX/XXXX to get help, any form of proper statements or line items for me to do the math to calculate if anything is missing. I was told they can send one in the mail in 12-17 business days. I've already waited 2+ weeks for a resolution for my payment to come through, and now I would have to wait and allowed interest to accrue because they've locked my account with telling me and will not help me unlock it, and they won't send me line items in time for me to get help through the government so they can see what I'm seeing. I have asked all representatives for help unlocking my account, they tell me they can't. I ask when it will be fixed, they say they don't know. They gave me a number to transfer and talk to, It kept sending me back to 'home ' and when I finally went to speak to a representative, it immediately hung up. My payments of XXXX {$5.00} and XXXX of {$2.00} are missing, and my account is still locked and no representative over 2 weeks has been able to help me fix it. I can't pay off my debt, interest will accrue. Please help me. No communications have been made by XXXX for any resolution, and no warnings or notices have been given to me about any holds or locks on my account- but the representatives confirmed there is a hold or lock on my account. The representatives I spoke to gave me warnings if I make any more payments, they will also be locked. How can I pay off my debt and not accrue interest if they take and keep my money and don't apply it to my balance, all because of an undisclosed and seemingly not liftable lock. The representatives I called on XX/XX/XXXXXXXX gave a reasoning as to why i might not see the XXXX smaller payments is because of a {$21.00} pending payment. Those do not correlate, they're over 2 weeks apart ... how does XXXX XXXX week old payments get affected by a {$21.00} charge XXXX weeks later ...?

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