Consumer complaint received 2025-10-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: VA

Complaint narrative:
This starts with a purchase I made in XXXX for {$37.00}. Assuming wrongly that autopay was enabled ( as it is in all my other credit accounts ), I was alerted that a payment was past due. A {$30.00} late fee had been applied on XX/XX/XXXX and an additional {$2.00} min interest charge was applied on XX/XX/XXXX. On XX/XX/XXXX I contacted Synchrony via chat. The chatbot told me that because I'd never been late with my payments it would refund the {$30.00} late fee. So, I paid the balance minus {$30.00} ( made a payment of {$39.00}, which was the original purchase plus interest fee ). Then in XXXX I get an alert that my account is past due. On XX/XX/XXXX I contacted a human using the chat. I explained my situation and they assured me that the {$30.00} credit would appear on my XXXX statement, and that no payment was needed by the due date ( no payment due XX/XX/XXXX ). Then in XXXX I get another alert that my account is past due. And that an additional {$2.00} fee was added as min interest charge. On XX/XX/XXXX I contacted a human agent via chat, as the late fee refund was still not applied to my account ( now a balance of {$32.00} ). She said that she would start a dispute to be reviewed by the " backend department ''. Then I get another alert that my account is past due. Another {$2.00} charged on XX/XX/XXXX. On XX/XX/XXXX I called on the phone and requested to speak to a manager. After I explained everything to her, she told me that she would start a dispute. She also confirmed that a {$30.00} late fee credit was approved back in XXXX but had not posted to my account. She didn't know why. She advised me to not do anything further and to follow up in one month if I didn't hear anything prior. She also assured me ( after I inquired ) that while in dispute my credit rating wouldn't be affected. Then a further {$32.00} late fee and {$2.00} interest was charged ( XX/XX/XXXX and XXXX, respectively ). But then on XX/XX/XXXX, I got an alert that I owe {$66.00}, and that I'm delinquent in this account and is reported to the credit bureaus. I called Synchrony but couldn't get anyone, as they were in the process of switching banking institutions ( to XXXX ). On XX/XX/XXXX I spoke with an agent from Synchrony collections department. She wasn't able to locate my account. Then transferred me to her manager, XXXX, who wasn't able to help either. She transferred me to Customer Service. A team manager there named XXXX also didn't do anything to help, citing that he couldn't retrieve any account information now that the transfer to XXXX had happened. In other words, Synchrony can't find ANY record of my account or the multiple times that I interacted with them. He said that I now needed to deal directly with XXXX. So the last bill that I got from my XXXX XXXX XXXX  credit card with Synchrony is now {$66.00} and my credit score has been reduced by at least XXXX points ( was XXXX ).

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