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SYNCHRONY FINANCIAL – CFPB Complaint

By on January 13, 2018

Date Received: 2018-01-01T00:00:00

Product: Credit card debt

Issue: Attempts to collect debt not owed

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Opened an account with JC Penney while making a purchase in the store in order to receive a discount. Total amount came to {$150.00}. This total amount was paid via electronic issuance from my bank XXXX XXXX XXXX XXXX/XXXX/XXXX. No other purchases were made on this account. Received a statement from JCPenney showing a balance the next month. My thought was that the payment had not been received at the time of the statement generation. Received another statement the next month that included a late fee on the statement. I contacted JCPenny and indicated that they made a mistake and that payment had been made to them. They requested proof of payment which I provided. There was an issue with the account number however, they assured me that they would be able to locate the payment by name/ dollar/ amount and trace information provided by the bank. They indicated that was probably the issue with the delay of application to my account. They removed the fees and a few months later it happened again … I repeated the same thing and then they removed the fees and made a notation and submitted the account for research. I provided information again and also hosted a 3-way call with my bank. The bank confirmed the payment. I also provided a copy of my statement showing the money being taken out of my account. About 6 more months went by and I started getting collection calls. To each one I told the representative the same thing and provided the same information. Finally I wrote a letter to the CEO complaining and received a call back from customer service. They took the issue under advisement and promised they would resolve it. The collection calls continued and I tried desperately to get it resolved. By this time it had been over a year and JCPenney/ Synchrony bank was negatively impacting my credit as well another account that I had with Synchrony Bank for my XXXX ‘s account was directly negatively impacted. I received letters from Synchrony Bank informing me that they were lowering my credit limit from the current {$1200.00} to {$800.00} then it went to {$600.00} and now to {$300.00}. This happened each time I paid down my balance. I went back and forth between my bank and JCPenney/Synchrony bank both holding their positions. XXXX maintaining that the payment was made and accepted by JCPenney/Synchrony and JCP/Sync maintaining that they never received my payment and it was still owed. In XX/XX/XXXX/ XX/XX/XXXX I started received collection calls from XXXX XXXX XXXX indicating that they had ownership of this account and I had a balance of {$430.00}. I explained everything to them and provided the same documentation. They said they would note the account and open an investigation. At the end of XX/XX/XXXX I received a letter from XXXX stating they received a debt validation request for the account with copies of the XXXX statements and indication that the debt is still owed. At this point I am not sure who is at fault, Synchrony or XXXX however, what I am sure of is this money came out of my account and was sent and this has been paid and is not owed.

READ  AES/PHEAA - CFPB Complaint

Company: SYNCHRONY FINANCIAL

State/Zip: TX 751XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2768747

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.

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