Consumer complaint received 2024-09-23 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with the payoff process at the end of the loan — 
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
After defaulting on the loan due to no longer having a job, my XXXX XXXX account was sent to Synchrony Bank. Once I defaulted, I received harassing emails and phone calls from Synchrony Bank multiple times a day, so I simply told them to stop calling me until I can pay the loan off. As a XXXX XXXX XXXX, the defaulted loan caused my XXXX XXXX XXXX to be denied. I needed to provide proof the loan was paid in full in order to get my XXXX XXXX. 

On XX/XX/year>, I called Synchrony Bank to set up a settlement to pay off the loan for less than the amount due. We reached an agreement to pay off the loan for less than the amount for around {$800.00}. I requested a confirmation email of my payment and the settlement agreement sent via email. I was told by the agent that I had a " cease and desist '' on my account because I told them to stop calling me and that I could not get sent communications unless it was taken off. Although it sounded like a stretch of the truth, I asked how to take it off and was told to fax a number requesting for its removal. and after XXXX hours it would be taken off the account. I sent the fax but it was returned. I sent multiple more, all returned. I called back and was told that I was given the wrong fax. 

Growing increasingly concerned for the way this was being handled, I relented and sent the fax to the correct number and paid off the account. I called back 2 days later expecting the cease and desist to be removed from my account and the confirmations sent to me. To my surprise, Synchrony Bank added another hoop preventing me from getting my confirmations. They told me it would take 30 days to get a letter in the mail that my account was paid in full, quite long but fine, I just want my confirmations now. I was then told that my account was no longer at Synchrony Bank, it was with a different " agency '' and that they can not send my confirmations even through I sent the fax they requested because it will take 30 days for Synchrony to receive my account again. I asked what agency and she said she didn't know. I requested to speak to a manager and the manager said the " agency '' was actually Synchrony bank. Excuse me?

You can understand my confusion here, I was told I can get these confirmations of payment and settlement agreement via email if I sent the fax. I sent the fax and now I can not get said confirmations because my account has been moved from Synchrony ... ... to Synchrony. I was to speak with another supervisor and after waiting XXXX minutes, was hung up on. 

There is something going very wrong with a company that can not simply send communications confirming large sums of payments and requiring so many hoops just to get XXXX. I just want email confirmation of my payment and email confirmation of the settlement agreement. For Synchrony to refuse to send this and lie about the reasons why, makes them a suspicious business engaging in unethical business practices.

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