Consumer complaint received 2019-02-22 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: WI

Complaint narrative:
This is the third time we have had to report a problem with Synchrony Bank, regarding the XXXX XXXX credit card. The previous two complaints were originally submitted through the Wisconsin Department of Consumer Protection, and then forwarded here. Now that we have an established account here, I am submitting this complaint directly. 

The problem, in each case, is the same. We are being charged late fees AFTER we post on time payments. We have screen shots to prove this. In the first complaint, submitted here on XX/XX/2018, Synchrony accepted responsibility and refunded the late fees and restored the account to good standing. We made all subsequent payments, but were nevertheless assessed late fees, again after paying on time. ( Again, we have screen shots of the account which confirm this ). As the letter submitted by Synchrony Bank in response to the initial complaint confirms the account was restored to good standing, and as we made each of the next two payments on time ( easily confirmed through the due dates and the dates the checks were cashed by Synchrony ), there was no justifiable reason to assess late fees. Yet in XX/XX/XXXX, a {$35.00} late fee was again assessed, after a full payment of {$84.00} was processed before the due date. 

At this point, we resubmitted our complaint, because Synchrony Bank was simply non -responsive. ( It is a policy, apparently, of Synchrony Bank to conduct all conversations with customers over the phone, which does not allow for written records to be maintained by the customer. We insist on all correspondence with this company, given their track record of questionable practices, to be in writing. Because the company makes this almost impossible, we are struggling to communicate with them. ) The second complaint was met with less consideration, which may be seen via the written response posted here to that complaint, which we filed in XX/XX/XXXX. Since then, we have been unwilling to send additional payments, as they are NOT honored or processed fairly. This has led, inevitably, to additional late fees and threats from the company - in addition, because they will NOT communicate with us in writing ( email or regular mail ), we have reached an impasse. 

Our credit has been adversely affected by this situation, and we are now beyond frustrated. We will make the necessary payments to bring this account to good standing, but we expect a full refund of ALL late fees, as well as repair to our credit. 
We also demand that this account be closed. We will certainly NOT do business with Synchrony Bank, under any circumstances, again. 

We would also ask that a more comprehensive investigation into the late fee/payment policies of Synchrony Bank. It seems very apparent that we are not the only ones being victimized in this manner.

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