Consumer complaint received 2024-06-18 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Certified letter that I sent on XX/XX/XXXX Synchrony Bank. 

XXXX XXXX Acct # XXXX XXXX XXXXSynchrony  Bank I , XXXX XXXX opened a City Furniture account on XX/XX/XXXX in the amount of {$6800.00} dollars. I then made another purchase at XXXX XXXX on XX/XX/XXXX in the amount of {$500.00} dollars. My monthly payment amount was {$150.00} dollars. Both above stated purchases were fixed payment reduced APR. It should be noted at no time none of my monthly payments were late or missed. All payments were made by telephone via Synchrony automated system. 
On XX/XX/XXXX I made another purchase in the amount of {$1400.00} dollars, Zero percent interest if paid off within 12 months. With this new purchase my monthly payment changed to {$180.00} dollars per month. 
Knowing that based on the new monthly payment I would never be able to pay off the charges for the 12 months zero interest on the new purchase, I changed my monthly payment from {$180.00} dollars to {$350.00} dollars per month as of XX/XX/XXXX. 
I had to physically speak to a representative from Synchrony bank to inform the call talker that I needed the new monthly payment of {$350.00} dollars to be allocated the following way. It should be noted that I could not due this via computer due to the fact Synchrony bank does not allow money to be allocated in anyway other than the total amount due, which was confirmed by Synchrony bank employees that I spoke to on the phone. {$150.00} dollars towards the initial two purchases that are referenced above and {$200.00} dollars toward the new purchase. 
On receipt of my new monthly bill, I observed that this had not happened and only a small amount was allocated towards the zero percent rate. The following month I called in my monthly payment of {$350.00} dollars and spoke to the customer service representative and informed them that they had made a mistake with the distribution of funds. The service representative informed me that I was correct and that they were at fault and that it would be corrected by the time I received my new billing statement. This continued for the next 4 months and every single time I was informed by Synchrony bank customer service representative that again they were at fault for not doing it correctly and that it would be corrected. I requested to speak to a supervisor regarding this at which time I was transferred to a supervisor from Synchrony bank. 

I spoke to the supervisor and had to re-explain all the above-stated information since none of the above-stated information was being properly documented by Synchrony bank customer service representatives XXXX The supervisor informed me once again that they were at fault for not properly distributing the funds as I requested and had no idea why this was happening as it was a very simple task. The supervisor further stated that it would be corrected, and it would show the corrections on my next billing cycle. I thanked her for correcting the ongoing errors. 
On receipt of my next bill, I observed that ( Nothing was done regarding the proper distribution ) as the supervisor stated. 
On XX/XX/XXXX, I called Synchrony bank to make my payment, which would be my last payment towards the new purchases, I again was informed by the customer service representative they could not correct the ongoing issue. I again spoke requested to speak a supervisor. I ended up speaking with three different supervisors. Each one stated that Synchrony bank was at fault for not properly distributing the funds correctly. It should be noted that I spent 2 hours on the phone in an attempt to get this resolved. The last supervisor informed me that she could not correct any of the mistakes made by Synchrony bank and that she would have to send an email to the correct department who could fix this and that I would hear from someone withing 2 business days. I provided my telephone cell phone number and made my ( last payment of {$370.00} dollars ), to pay off the {$1400.00}. 
On XX/XX/XXXX, at approximately XXXX XXXX  I still did not receive a phone call. I called back Synchrony bank and had to go re-explain everything again to a new supervisor who again stated that it was Synchrony banks fault and that she would resend another email. Again, no contact. On XX/XX/XXXX, I again contacted Synchrony bank and spoke to a customer service representative stated the office who handles contacting me were off on the Friday XX/XX/XXXX, and that he spoke to his supervisor regarding this who had assured him that I would be contacted no later than XXXX XXXX  today. No contact. 

Based on all the above stated information and being a retired police officer as of 4 years ago who has handled hundreds of fraud cases and has worked on several cases that I had to get Federal agencies involved, I.E., FBI, IRS and United Stated Postal Service. I reached out to Florida States Attorneys Office and Consumer Financial Protection Bureau regarding this matter at the Federal level. 
I am willing to allow you one opportunity to resolve this matter in a timely manner. If you choose not to you will leave me no recourse to take further steps to protect myself and my credit. 

I can be reached at XXXX Ph. XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX I still have not been contacted by the Synchrony Bank. On XX/XX/XXXX I received my new billing statement and once again my last payment towards the zero percent interest rate stated that was not made, but in fact the remaining balance that was indicated on the XX/XX/XXXX billing statement of {$840.00} changed to {$840.00} in the XX/XX/XXXX statement. This is obviously FRAUD on Synchrony bank and misuse of funds to keep the customer from paying off the balance on the zero percent interest rate.

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 non-monetary relief