Date Received: 2024-02-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2024 I received a letter dated XX/XX/2024 from Synchrony Bank regarding my Amazon Store Card stating, they received a claim and understand experiencing fraud can be upsetting. In the letter they stated they closed my account, notified the major credit bureaus, initiated an investigation and flagged my account in their system. I was in complete and utter shock since I had not reached out to Synchrony Bank about my Amazon Store card whatsoever and now I am receiving this letter?!?!?! That same day, XX/XX/2024, I called the number listed as their Synchrony Fraud Solutions Team XXXX. Spoke to a representative. Advised them I have no idea why you even received a request from me trying to say my account is fraudulent and to close it. I even stated, I have the card in my possession, I have used it, I have made payments to it, why would I claim it as a fraudulent account. He put me on hold, did some research asked me verification questions and then stated he will close the claim in my favor, disregard the fraudulent claim and reissue me a new Amazon Store Card with a new account number. As I am waiting to receive my new Amazon Store Card, on XX/XX/2024 I receive two letters instead. One dated XX/XX/XXXX from Synchrony Bank for my Ashley Homes Store Card and one dated XX/XX/XXXX from Synchrony Bank for my Amazon Store Card stating they have closed my account because I am considered a high credit risk. I also have a Sams Club Master card from Synchrony bank which I called the number to find out that card has been closed as well. So, I called them the next day on XX/XX/2024 and spoke to them asking how did I become a high credit risk when I called in and notified you about the fraudulent account notification letter I had received. Verified that I am the owner and the credit reporting agencies are the ones who had made a mistake and the representative from Synchrony bank stated they closed that claim and will reissue me a new credit card. And now all of a sudden I am receiving notices about all my accounts with Synchrony being closed because of a mistake from XXXX. How is all this possible?? So I asked them to reopen my accounts because this is completely unacceptable, because of a mistake from XXXX theyll close all my accounts. How??? How??? So, Supervisor from Synchrony advised me to contact all credit bureaus have them send Synchrony a letter stating it was a mistake on their end and to reopen/reinstate my accounts. He advised the adverse action department will take a look into the documents sent and make a decision. I hung up with them, called the bureaus, all bureaus said theyll send a letter to Synchrony, which they should receive within 48-72 hours. I asked for those same letters to be sent to me, they said 5-7 days. Today is XX/XX/2024 and I still haven't received those letters. I waited and called back on XX/XX/2024 to see if they received the letters. I told him the situation, asked to speak to the adverse action department to check the status. The representative from Synchrony I spoke to that day, gets frustrated with me and tells me to forget about it. My accounts will never be reopened. I said excuse me? I said I want to speak to that adverse action department, he then proceeds to tell me have you ever spoken to anyone from that department, I said no because agent from the XX/XX/XXXX call told me they dont have a direct line. He said exactly, the agent you spoke to on XX/XX/XXXX was reading lines and trying to get you off the call, that department doesn't exist. I said are you serious? Youre telling me he lied to me about an investigation happening? He said yes. I said you know this call is being recorded right? He said yes I know. I said so youre admitting on a recorded line that he lied to me. He said yes. He added unfortunately he probably got frustrated with you and just to end the call he read you some lines. I was even more shocked at this point that he admitted they lied to me. He tells me to forget about this whole situation, so we hang up. Yesterday on XX/XX/2024 I called again spoke to customer service at Synchrony bank, this time the agent assisting was super helpful and genuinely wanted to help out. He confirmed they received all the letters from the credit bureaus and at this point their general turn around time is 60 days which they should have an answer by then. At the end of they day my complaint to CFPB is about how a credit bureaus, which I confirmed started from XXXX, sent a notice to Synchrony bank regarding my Amazon store card that apparently I told them its a fraudulent account and to close/remove it. And even after receiving the letter and calling Synchrony, confirming it is my account and to disregard that letter, they find me high risk and close my accounts. All this is unacceptable. Someone needs to put a stop to all this. Please help in any way you can to help me reopen all three of my accounts. Of course I can reapply, however, nowadays everything is about whats on your credit report, how you look on paper and for that reason those cards were old cards. If I reapply theyll say why are you reapplying and why do you need all those cards so quickly, come up with some other excuse or lie. I am just so tired of it!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91601
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My Verizon visa credit card administered by synchrony bank shows my account past due even though the payment was made on the due date, midday via the credit card app. Instead of acknowledging the payment, the account indicates that it is pass due. I spoke with the synchrony bank customer service agent, XXXX, employee number XXXX. She informed me that the payment was pending in their system which causes the account to be listed as past due. I think this is an injustice for the customer. I made the payment on the due date. A payment that is considered past due accrues more interest and a late fee is assessed. The minimum amount due was {$68.00}. I paid {$250.00}, on the due date in the XXXX Including the late fee which has not yet been assessed, more interest is accruing because of the delay in the recognition of the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Problem when making payments
Subissue:
Consumer Complaint: On XXXX the XXXX I made a payment of the full amount on my account, in order to purchase my house I needed a XXXX balance system from them, the app stated that my payment did not go through, so I called the number to make payments, and paid it that way. My statement balance ended up coming out of my bank account twice, I have discussed this with synchrony on several different occasions! My original balance was only around {$1100.00}, I was supposed to get sent a check from them to dismiss the other payment they posted to my account, I never received the check, I called back on XX/XX/XXXX to make sure it was taken care of and now I have an outstanding balance of {$2200.00}! I am a mom to XXXX babies under XXXX and I can not afford to pay for their mess!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30180
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX I made an electronic payment on their website for a {$700.00} payment. On XX/XX/XXXXI received an email receipt of the {$700.00} payment to the account. They said they did not receive payment. I disputed it and I sent them a copy of my bank statement showing where the money had been deducted from my account and a letter from the bank with all the transmission numbers. PayPal Mastercard said they did not receive any information and they showed it not paid. I filed another dispute and once again I resent all information, along with my bank statement, signed receipt, to there requested location in XXXX. Got a letter back saying no payment receive ; I have continued to dispute this since that date and was told today they could not register my dispute since it had been decided, even after receiving the paperwork, they did not get the payment. The money came out of my account, I got a receipt from PayPal Mastercard, and the bank provided all the transmission numbers. Today they say I still owe them {$700.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27612
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I am filing this complaint due to Synchrony Bank 's inadequate handling and resolution of a dispute regarding the allocation of payments on my XXXX XXXX XXXX XXXX account ending in XXXX. On XX/XX/XXXX, I made a significant purchase of approximately {$34000.00} with a promotional offer of 0 % interest for 36 months. In XX/XX/XXXX, I incurred an additional charge under a different promotional offer of 0 % interest for 18 months. My expectation, based on these promotional terms, was that my payments would be allocated in a manner that maximized the benefit of these promotional periods. However, I discovered that my payments were being applied to the earlier charge first, despite its longer promotional period, which contradicts the logical allocation that would benefit from the differing promotional terms. This payment allocation method significantly impacts my financial management and the effective use of the promotional interest rates offered, and springs a retroactive finance charge of {$8100.00}. I emphasize : an {$8000.00} penalty for timely paying my account, automatically, since the inception of the charges. I initially reached out to discuss and resolve this matter with a customer service representative, XXXX XXXX, on XX/XX/XXXX, at approximately XXXX PM Eastern time, but the conversation did not lead to a resolution. Following this, I escalated the issue to XXXXXXXX XXXX XXXXXXXX team on the same day. On XX/XX/XXXX, I received a response in the form of a letter within my account, which, perplexingly, contained no content or resolution to my issue. I sought clarification on this matter and, on XX/XX/XXXX, was informed by XXXX that they would not alter their position on the payment allocation. Furthermore, a new letter was referenced in this communication, which had not been previously visible or provided to me. I made a final attempt to reach XXXX XXXX, Senior Specialist, Corporate Consumer Relations today at approximately XXXX PM XXXX. She did not answer her line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On approximately XX/XX/XXXX, my Paypal account was compromised and altered along with my corresponding Paypal Credit account held by Synchrony bank. In order to resolve the issue, the old Paypal login was closed down. Since then, I have made various calls between XX/XX/XXXX and XX/XX/XXXX to Paypal and Synchrony Bank ; but neither Paypal nor Synchrony Bank has been able to link the credit account to a new paypal login or have provided me with a reason as to why that is, despite continuing automatic payments. I have no access to use credit account and any attempts at assistance are fruitless. The automated phone system used by Paypal is unhelpful and frequently loops through various options which inhibits any attempts to get help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90660
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I submitted a claim against synchrony bank ( CareCredit ) in XXXX because of false advertising on their interest promotion which resulted in a high amount of deferred interest on my card which could have been avoided if I was informed properly of the interest plan. finally got a reply from their corporate office from XXXX XXXX a month or two ago. She ignored my voicemail for two weeks then I finally got a customer support manager to force her on the phone. She listened to issue and said she would review the interest on my account and per the only resolution I agreed to pay the premium due once the review was done so I could clear the deferred interest. That was due XX/XX/year>. Its been three weeks since Ive heard from her to get this resolved l, so the timeline to fix the issue has passed. Ive left four or more voicemails, called their call center many times, and escalated the issue. I still have no help. I need to get this resolved as its been five months of issues with this company since my first request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I'd like to dispute a hard inquiry on my credit that was done on XX/XX/year> by the following institution : Institution Information SYNCB/LOWES PLCC XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90813
Submitted Via: Web
Date Sent: 2024-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I RECENTLY PULLED THE Y REPORT AND STILL SEE THIS LATE PAYMENT APPEARING THAT WAS ALREADY DISPUTED BEFORE SYNCB/XXXX XXXX. I WAS NEVER LATE. I ALWAYS MAKE SURE THAT I MAKE PAYMENTS ON TIME. I DEMAND THIS ACCOUNT TO BE UPDATED AND REMOVE THE LATE PAYMENT TAGGING AS SOON AS POSSIBLE AS YOU ARE VIOLATING MY RIGHTS Under 15 USC 1666B this is a billing error always paid as agreed on time this is an error this account in violation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have been a client with PayPal since its XXXX inception. Around XXXX I initiated a line of credit with PayPal Credit. In XXXX of XXXX I discovered that my XXXX accounts were hacked, and thousands were stolen. Around XX/XX/XXXX, I discovered that my PayPal Credit account was also accessed and a XXXX card. All financial Institutions were notified. PayPal was very difficult during the process. On XX/XX/XXXX, around XXXX, I attempted to contact PayPal beginning with Customer Service XXXX I was transferred twice, and disconnected. Between XXXX XXXX XXXX, I contacted PayPal Customer Service six times. On XX/XX/XXXX, I was transferred to PayPal Credit XXXX. PayPal had no program outside online submission to report fraud and unauthorized transactions and they had no established process for doing so with required ADA accessibility. On XX/XX/XXXX, from XXXX XXXX, I went over transactions over the phone with the PayPal representative to hand enter on my behalf ; as they had no established process for doing so with required ADA accessibility . PayPal instructed that the entire account would be flagged for identity theft, as transactions could not be separated accurately. I was instructed to call XXXX in seven business days to ensure account would be marked to close after 6mo federal wait. ( I discovered later this was a violation of federal law ). Called above number on XX/XX/XXXX, around XXXX and was told to call in 6 months to verify closure of account ; it would be discharged after the 6month federal hold and fall off my credit report by XXXX XXXX CRA report XXXX ( I discovered later this was a violation of federal law ) From the identity theft period in XXXX, until XX/XX/XXXX, PayPal continued to call and harass my phone, an average of 4 calls a day, 7 days a week, even with a verbal cease and desists. A total of 322 calls and numerous mailings. XX/XX/XXXX, I followed up with PayPal and was notified that the identity theft debt was charged off and no further collection attempt would be made. ( I discovered later this was a violation of federal law ). What PayPal did though, is sell the debt illegally to a 3rd party debt collector, without utilizing the Arbitration method detailed in their terms and conditions. That 3rd party debt collector immediately reported to my credit report and I am currently dealing with an illegal lawsuit because of PayPal 's actions. This has caused extensive undue harm and continues to do extensive damage. This complaint serves as 30 day notice of intent to file in federal court.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33810
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A