Consumer complaint received 2024-10-11 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: TX

Complaint narrative:
Synchrony Bank - Sam 's Club Credit Card, credit limit of {$20.00}. Use card for everyday purchases and pay off balance due each month. I have multiple debit and credit cards, but only use this one primarily. Typical monthly balance due is between XXXX XXXX XXXX depending on monthly activity. 

Received statement on XXXX showing credit limit of XXXX XXXX, available credit of {$19000.00}. Payment of {$690.00} due on XXXX. 

I tried to make a purchase of around {$500.00} on XX/XX/XXXX, and it was declined. Normally, when it's declined like this, I will get a text from them asking if the transaction was one that I attempted/made but when I didn't get this within 5 mins, I logged into my account to see what the problem could be. I noticed my available credit was only showing {$150.00}. This seemed extremely odd since I had just made a payment of XXXX XXXX XXXX XXXX and as I said above just received my statement showing my amount due was ~ {$690.00}. 

I started a chat with a customer service representative and was told that my payment made on XXXX had been posted to my account but would not be effective against my available credit amount until XXXX asked why it was taking so long to get my large payment amount actually credited to my account so that my available credit would return to normal levels ( based on my amount due and outstanding transactions in progress ) and was told it was because my account had been flagged because I had made several large payments and had several large purchases. I found this a little odd since I pay my account off each month and it was pretty clear based on the large purchases being made ( Sams XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that these weren't unusual purchases in XXXX XXXX XXXX  based on the company used and the services provided by those companies. I was told nothing could be done and the system could not be overridden.

I asked to speak to a manager and escalate this issue to open a complaint and was told I had to call the customer service number to lodge a complaint, as well as speak to a manager. I called the number, explained why I was calling and was transferred to a manager. This manager was extremely rude and unwilling to listen to my situation. She told me I had suspicious activity on my account and basically said my activity looked criminal and that my payment of XXXX XXXX on XXXX could not be credited to my account so that my available credit was more reflective of my true account status ( amount due, other outstanding transactions ). She advised nothing could be done and that I would have to wait until XX/XX/XXXX for their system to fully post my payment so that my account reflected this within my available credit amount. 

This made my extremely upset so I asked to submit a verbal complaint and speak to her manager. I was told I could not submit a verbal complaint over the phone and that her manager was not available. But I could visit their website to submit the compliant or write a letter and mail it in. She told me that a manager would contact me within 3 business days if I wanted to still push escalation of my issue by talking with a more senior person. I advised her that I can and should be able to submit an official complaint over the phone, but she disagreed and told me that's not how it works within their bank. I know otherwise since XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, so I ended the call with no resolution to my issue. 

I am extremely angry and disappointed and don't understand how the company will not give me full credit for my payment of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( I got different dates from them ). Basically, I am unable to use my credit card the entire month of XXXX given as of today, my available credit amount is only {$150.00} against my credit limit of XXXX XXXX 

I have no desire to further do business with this bank and will make changes in terms of my usage of their credit card moving forward.

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