Consumer complaint received 2024-08-07 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I had to call Synchrony countless times to try to reach support that could help me figure out what was happening with my CareCredit account. I had signed up for CareCredit for a long term zero interest to assure I would pay off my dental procedure with no interest. At one point I discovered that a large amount of interest had accrued when there should have been NO INTEREST... this began months of dispute with Synchrony about them adding and accruing interest on my account that should not have been accrued in the timeline they began to charge interest. Finally I reached a settlement with a Synchrony Top Manager who investigated and then removed ALL the accrued interest and I worked out a settlement that I just needed to pay two more months ( in interest free period ) to settle the charges to XXXX. I paid the two months following... but then suddenly the @ $ XXXX of interest showed up again on my statement. I then went through countless attempts trying to get through to a person who could help and explaining over and over and over, AI, different customer " service '' having to explain and reiterate over and over the same thing ... I finally filed a dispute with them and after more weeks and weeks they just closed the dispute and claimed they had a right to just put the interest back onto my account that their own manager had already removed!!!!! Their own manager had taken the interest OFF and then months later someone else in their corporation just put it back on!!!!!!!! I told them this was not ethical and their own manager already resolved this!!!!!!!!! tht I was told it was all resolved and I wanted this settled. They totally ignored me. I then, middle of XX/XX/XXXX, went into my Synchrony Care Credit portal and removed my automatic payment and card and removed automatic payments. However 2 weeks later I discovered that they had taken the money regardless from my XXXX XXXX Bank account, I called Synchrony yet again, and spoke with customer service at Synchrony and they denied taking money. They said there is no record of any payment!!!!! Yet on XX/XX/XXXX Synchrony had in fact taken {$120.00} from my XXXX XXXX bank account on the card that I had REMOVED. They did this without my authority. The customer service person denied that they had taken my money and told me I had not paid. I then asked to speak with a manager, and was connected to a manager named XXXX, who as well told me no we did not take any money from you. No record of payment. I told her yes you did and I would send her a screen shot..I got her fax number and told her to expect that same day ... I sent them a letter and a FAX on XX/XX/XXXX to Synchony Bank XXXX XXXX XXXX. WIth screenshot proof that they had sure taken money from me unauthorized. XXXX had stated that they had never taken the {$120.00}, yet they absolutely had. I never had received even a courtesy acknowledgement to my FAX letter and proof. XXXX had promised to get back to me but she NEVER DID. I then had to call again and again and again and no one could help me resolve anything. Then the next month on XX/XX/XXXX Synchrony AGAIN unauthorized took again another {$120.00} from my XXXX XXXX Account. I then was so frightened and went and filed a fraud claim with my XXXX XXXX XXXX. I then called Synchrony AGAIN and got a manager and had to again re-iterate EVERYTHING and said I WANT TO SETTLE THIS IMMEDIATELY. She told me she would get back to me.BUT SHE NEVER GOT BACK TO ME. I have reached out to Synchony asking for them to SETTLE THIS WITH ME, and no one gets back to me. No one keeps their word. No one follows up. No one follows through ... No one has acknowledged the proof that they indeed DID take {$120.00} not only once but twice, I had to cancel my cards because of fear of them taking more money with out any record in their files that they had indeed taken my money. I am an XXXX  and the stress of all of this has been extreme... They just strong armed me ( and then since all this have just ignored my faxes, letters, calls, proofs they they did indeed take money from my XXXX XXXX Account now twice ( XXXX and XXXX!! ) ) and they are just ignoring that fact that they had absolutely taken payments from me and I proved to them in the screenshots. NOW TODAY I AM SO UPSET ... I HAVE WORKED VERY HARD TO HAVE A PERFECT PAYING ON ALL MY CREDIT AND I HAVE HAD EXCELLENT CREDIT ... .MY SCORES WERE RECENTLY LAST WEEK XXXX AND TODAY MY CREDIT DROPPED XXXX POINTS BECAUSE SYNCHRONY REPORTED THAT I MISSED 3 PAYMENTS!!!!!!!!! THIS IS CRIMINAL. I AM AN XXXX  AND I NEED THIS RESOLVED IMMEDIATELY. I AM GOING TO CALL SYNCHRONY AGAIN BUT THERE IS NO ACCOUNTABILITY, NO TRANSPARENCY, I CAN NOT REACH ANYONE WHO PROMISED TO GET BACK TO ME, I HAVE TO EXPLAIN OVER AND OVER THE SAME THING FROM SCRATCH EVERY TIME AND I FEEL THIS IS BY DESIGN IN ORDER TO SCAM PEOPLE AND MAKE US GIVE UP AND JUST ALLOW THIS CORPORATION TO BE CRIMINAL. PLEASE I BEG YOU TO 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 monetary relief