Consumer complaint received 2024-09-20 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:
After realizing I was being charged exorbitant interest amounts that were in excess of what I expected, I took out a loan from my 401K to pay this account off. I made a payment at XXXX XXXX Synchrony Bank of {$3200.00} ( my remaining balance ) on XX/XX/2024.

On XX/XX/2024, I received a voice mail telling me that my new balance was {$3200.00} + {$30.00} returned check charge. They have also reduced my credit limit, so it appears as though I am over the limit. After viewing my account online, attempting to chat online ( with responses that made no sense to my inquiry ), then calling to speak with a representative. They make it as difficult as possible to talk to a live person as they can. I finally got through to a female who I could barely hear. I asked for the details surrounding the returned check charge and why the payment did not go through - she told me my account had insufficient funds. There was ( and is ) ample money to pay this balance in my account. So I asked where on the website can I go to view the details of the transaction to determine if I entered something incorrectly - she said on the statement. I told her it is not there and she transferred me to XXXX in tech. His tone of voice was short & rude from him introducing himself. I asked where on the website can I view the details of the transaction, and he told me that I can't. I said I want to view the payment methods like I can on XXXX. He said that I can't do that on the website. That the site is a banking site. He continually chided my tone ( upset ), and told me that each time I spoke it was my last opportunity. I asked him again for the details of the transaction and he said that the account # was wrong ( new story ). I told him his site was sh! t, and he scolded me again for cursing at him. He then pronounced my name very wrong and would not correct himself or apologize. 
If there was an issue with my account information that was entered, I should have received a communication allowing me to correct these details prior to being charged a return check charge. 
This company is a predatory lender who engages in unfair and deceptive practices and should be fined, censured, and held accountable. Their public facing staff should be better trained, and there should be transparent details on how to contact the lender, how to file a complaint with the company, and how to quickly and easily speak to a stateside representative who can actually answer valid questions. 
I have used CareCredit for 2 years, 1 month, and 29 days. I have paid 30 % + interest on total balances instead of the balance remaining after paying during the deferral period. I can not locate on the website the total amount in dollars I have paid in interest over those two years because the statements only go back one year. I imagine they want to hide this information from consumers. 
Why is CareCredit still allowed to take advantage of Americans in need, without transparency and full details?

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