Consumer complaint received 2024-07-12 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: FL

Complaint narrative:
FRIDAY AFTERNOON, XX/XX/XXXX - VENMO CREDIT CARD PROVIDER ERRONIOUSLY TOOK {$2000.00} AS A FULL PAYMENT AGAINST MY BALANCE, FROM MY BANK ACCT. I RECEIVED A NOTICE BY PHONE THANKING ME FOR THE PAYMENT. 

IMMEDIATELY, I CALLED VENMO AND SYNCRANY REQUESTING THEM TO REPLACE THAT PAYMENT IMMEDIATELY AND THEY SAID IT WAS A MISTAKE BUT THEY WOULD MAIL A CHECK WHICH COULD TAKE WEEKS. 

NEXT, I CONTACTED MY BANK TO ISSUE A STOP PAYMENT AND THEY CLAIMED IT WOULD PREVENT VENMO FROM OBTAINING THE FUNDS AND I WOULD SEE IT BY MONDAY AND I WOULD BE CHARGED {$30.00} FOR THAT SERVICE AND THEN IN THE FUTURE, VENMO WOULD NOT BE ABLE TO SYSTEMATICALLY TAKE FUNDS FOR XXXX MTHS. 

Come XXXX morning, the funds HAD been deducted from my account so the STOP PAYMENT procedure didn't help for the initial {$2000.00}. However, it would prevent them from doing it again. 
A few days later, I received a written apology from Venmo stating that THEY erroneously took the full payment and that they would credit my account while investigating the issue and would mail the funds to me by check. ( see attached ) They did send the check minus {$66.00} payment I had set up through Auto Payment and while on the phone with them, I paid another {$100.00} in good faith. However, I removed them from Auto Pay. 
A few days later, after I received the check, I received a notice that they then attempted to take yet another failed payment.. ( see attached ) After that next attempt to grab back the $ XXXXfailed, Synchrony / Venmo added back $ XXXX against my credit limit which immediately HIT my credit score forcing me into over 182 % of my account limit and critically lowered my credit score!!! ( see attached docs ) I've been going back and forth with Venmo and Synchrony regarding their incompetency while handling this issue. Synchrony says that they manage Venmo however, all my correspondence has been by email from VENMO CC by email and phone. ( see attachments ) During this time, I requested Synchrony to send me a new card and I chose to change my password. They did not think it necessary to provide a new card. Now, another Sync Rep says that we should've issued me a new card .... 
VENMO is now claiming that they NEVER actually removed the funds from my bank and are declaring me to return the funds by the XXXXXXXX XXXX XXXXXXXX or I will suffer yet again another attempt to grab that $ XXXX and put it against my credit limit repeating this same catastrophes against my account. ( see attached bank log ) From this experience, I am so distraught that they are playing hardball with me as IF, I am at FAULT because they seem to be in complete control of my situation.

I know for sure, if someone within the walls of VENMO are defrauding the company through the Venmo APP, they need to put the blame where it goes and be internally investigated for fraudulently taking unauthorized payments from their patrons and, injuring our CREDIT. I've repeatedly requested Synchrony/Venmo to extend my credit limit to a number that will help to offset the damage done to my credit score and they refused stating that's not THEIR Company policy. Synchrony claims that THEY make those decisions and that THEY would only do it upon checking my score ( now lowered by Venmo ) and then there is NO guarantee of approval. 

It amazes me how that they can hit you hard erroneously or deliberately and NOT be able or forced to make it whole again! 
I retained a Credit Consultant who has informed me that I am NOT the only VICTIM to this VENMO fraud! 
Please : I NEED YOUR HELP!!!!!

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