Date Received: 2023-10-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Synchrony Bank has made a mess of my account since XX/XX/XXXX. {$1600.00} will not make or break me, but to pay for a debt I did not incur, that Synchrony repeatedly admits is their error, yet refuses to correct, is unacceptable. Six months of chats online, live phone calls to call centers through their customer service line, phone calls to their Dispute office, follow up eLetters from Synchrony Bank, supposedly confirming my issue has been resolved, while both these letters and the monthly statements show nothing has been done to correct it, and finally, phone calls from a man named XXXX ( no last name given ), claiming to be a Senior Operations Manager for Synchrony, who confirmed what I have listed as owing to Synchrony, is correct ; that he can see exactly what happened and assured me he would have it corrected; and stating that Synchrony had made the error. XX/XX/XXXX, last payment on an interest free promotional purchase. Balance {$0.00}. XXXX Statement confirms this. XX/XX/XXXX, we purchased {$1600.00} worth of lumber from XXXX XXXXXXXX XXXX XXXXXXXX in XXXX, OK. The sales associate made a mistake entering it as six-month promotional purchase instead of the 12 month we were entitled to as Synchrony Account members. o A manager at the store immediately called Synchrony for assistance. I was standing right there. Synchrony assured the store since the payment had just occurred, just refund and re-charge putting it on the 12-month promotional purchase plan. That was done. XX/XX/XXXX we came back to the same store to purchase an additional {$1000.00} worth of lumber which was put on the 12 month promotional purchase plan correctly. That made my total owed to Synchrony Bank {$2700.00}. Final interest free balance to be due XX/XX/XXXX. No further charges have been made to this credit card. None. And that is key here. No payment was due in XXXX, but being proactive, I made a {$200.00} payment to be ahead. XX/XX/XXXX statement showed their first error. o They show that {$1600.00} was credited back, yet {$1600.00} is listed on this statement three times. As three separate sales. o Add up the Promotional Purchase Summary on the first page of the statement to get {$2700.00} as total owed, which is correct. Yet New Balance claims we owe {$4100.00} which is an overage of {$1400.00}. o The {$200.00} payment reflected? They allocated that to the {$1600.00} that was supposed to be credited back, hence the {$1400.00} balance reflected. XX/XX/XXXX we made a {$250.00} payment to stay on time, but had already spoken via Chat with a Synchrony associate, who assured me they saw the error and it would be corrected in one to two billing cycles that phrase has become a joke to us. o The XXXX {$250.00} payment we made was also allocated to the {$1600.00} that was supposedly credited back to us. Total of {$450.00} not allocated on future statements. o XX/XX/XXXX statement continues the same incorrect information and amount owed. o Another chat with a Synchrony associate assures me they see the error and will get it fixed. o XXXX XX/XX/XXXX, I received a secure message ( all of the eLetters are attached in the file named simply Synchrony eLetters ) from the bank stating that the {$1600.00} credit was applied, yet the balance was incorrectly stated as {$3600.00} on this letter, and again it would take one to two billing cycles to be reflected in my account. Having had enough at this point, I called Synchrony Dispute office. They told me they would get it resolved. They agreed this was taking too long. Three months at this point. Inconceivable. o Two days later, I get a call from the lumber company where wed spent the {$1600.00}. They told me they were sending me a check for {$1600.00} as a refund. I was stunned! They didnt owe me a XXXX! To accept that check would mean we were dishonest and willing to essentially steal product we knew we had purchased just to clear up Synchrony Banks errors. I called Dispute back and said as much. They assured me they would drop the dispute with the lumber yard and get my account corrected. o XXXX XX/XX/XXXX, I received another letter claiming they had resolved the issue and I would see the correction. You guessed it. In one to two billing cycles. BUT this letter still showed an incorrect balance due of {$3600.00}! XX/XX/XXXX statement continues the erroneous information. Yet we continue to make our $ 250 monthly payments expecting to be fully paid off by the due date of XX/XX/XXXX to avoid interest. The {$250.00} payments are being applied correctly, yet no one has reallocated the {$450.00} paid in XXXX and XXXX, to the correct promotional purchase. So, the individual promotional purchase balances also continue to be incorrect. XX/XX/XXXX statement is incorrect, and my live calls are now just telling me to be patient. This will be corrected by the XXXX statement. I even received another letter telling me one to two billing cycles. So, I wait, impatiently, but I do wait. XX/XX/XXXX statement comes out and is still incorrect. As my spreadsheet ( Synchrony Activity Dispute.xls ) will reflect, we know we only owe {$1500.00} as of the XXXX payment due date. However, because of the on-going erroneous activities of Synchrony Bank , the statement shows we owe {$3200.00}. And, the bank has now added a random fee, not reflected in the statement, of {$30.00}. o I XXXX Synchrony Bank home office for a phone number at the home office in XXXX CT and make a call. After 24 hours, I hear from a man named XXXX, who claimed to be a Senior Operations Manager. He stated he had reviewed the files and saw that I was correct. We only owed {$1500.00} ( after he adjusted for the {$30.00} fee that he called an interest payment that had been included on his end ), and would get it fixed in a day or XXXX. That was on Wednesday, XX/XX/XXXX. He asked for a few more days and assured me he would call me to keep me updated. I asked him if he saw how many times I had called or chatted with their associates. He said he had, and five months ( at that point ) was unacceptable. o XX/XX/XXXX he called just to tell me he was on the problem and expected resolution. o XX/XX/XXXX he called to update me stating this was just a bit more difficult than expected, because of the overage amount Synchrony had incorrectly been claiming we owed. He needed a few more days. I agreed. o But then, it was XX/XX/XXXX, late in the day and no word from XXXX. Amazingly, on XX/XX/XXXX, I had received yet another ridiculous letter telling me this would be resolved in one to two billing cycles. On Monday, XX/XX/XXXX I sent a complaint to the XXXX XXXX XXXX in Connecticut, who sent it to the Ohio XXXX because they couldnt find the home office in CT. I heard from XXXX again on XX/XX/XXXX claiming he had escalated this further. Statements are consistently higher than we know the amount due to be. We worry and fret and agonize over waiting for the correction, because when we pay off what WE know we owe, come spring of XXXX and stop making payments, Synchrony Bank will likely report me to the credit bureaus for missed payments and my credit will tank, which will take months, if not years to correct. I paid our regular {$250.00} on XX/XX/XXXX, which brought our balance owed, down to {$1200.00} ( reflected on the spreadsheet Synchrony Activity Dispute ). But will the XX/XX/XXXX statement reflect this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 745XX
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I noticed that Amazon had been changing my Amazon Store care for a prime membership that was not my prime membership. The additional prime membership that was being charged to my card was a monthly membership while my personal membership is and has always been a yearly subscription. I did not note these charges initially on my store card because the statements were hard to decipher and rather than providing line items it would just state Amazon charge. Recently this was changed and I was able to note the charge. I reached out to synchrony bank who holds the amazon store card and was able to determine that this fraudulent activity started on XX/XX/XXXX in the amount of {$13.00} on a monthly basis on XX/XX/XXXX the amount increased to {$16.00} this came to a total of {$630.00} in fraudulent charges. Upon speaking with the bank they stated that I would need to ask for the refund from amazon directly. Calling into Amazon I spoke with a representative named XXXX, after much discussion XXXX advised that she would be refunding the full {$630.00} to my amazon store card but claimed that she would have to refund it in batches. I did confirm multiple times that I would be refunded for the full amount over the recorded line. XXXX stated that I would receive a confirmaiton email and stated the funds would be in my account within 5-7 days. Today XX/XX/XXXX I checked the account and noted that 13 transactions in the amount of {$16.00} were refunded back to my account for a grand total of {$200.00} which left me short of the total amount promised by {$420.00}. I called XXXX to report the descrepency and spoke with a representative named XXXX who stated they did not have access to the call and escalated me to XXXX. XXXX claimed she listed to the call but stated they could not honor what XXXX had previously promised me and that I should contact syncrony to dispute the charges. I continued to ask extremely pointed questions which eventually lead XXXX to reveal that she in fact had not listened to the call, refused to let me speak with anyone else despite the fact she had been dishonest throughout the conversation. I asked for the subpeona address and ended the call. I called syncrony bank to dispute the charges as fraudulent and spoke with XXXX who did flag all of the charges and stated a new card would be opened but their research can take up to 60 days. I attempted to inquire how this could not have been caught as there should not be anyone with two amazon prime memberships. XXXX transferred me over to a manager named XXXX who did confrm that there was no such safe guard in place for consumers and that the issuance of a new card would not create a new trade line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53223
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My credit card company identified me as an at risk customer because they said that i have made multiple payments on my balance too early. I'm not sure why paying my balance in full and early make me an at risk client. They said that since I was not in good standing they have the right to withhold my cash back rewards. 1. I always pay my credit card in full and on time or before the time it's due. The reason is because they give me a small credit line and since I want to use the card, I chose to pay my balance before it's due, once it's maxed out. I've never been late and pay my balance in full before or by the due date. 2 I'm not sure why paying my balance in full and early make me an at risk client. But regardless, since I have paid them the amount I owe on time or early, the rewards I earned should not be withheld. The amount withheld is {$460.00} but on my account they list that my rewards balance is only {$330.00}. This is incorrect, if you add up the rewards earned that they listed it adds up to {$460.00} ( please see attached documents ) Thanks XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95037
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I disputed with this creditor for multiple FCRA violations. The creditor has listed a balance of XXXX $ along with a collection thats already charged off. The creditor has reported late payments in addition to a closed collection account. I disputed this account on XX/XX/2023, XX/XX/2023 and XX/XX/2023. The creditor reported this account meets FCRA requirements but violated the FCRA multiple times
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: tried contacting synchrony bank about XXXX inquires that happen in the same day and to investigate so it can be removed but told me they cant do anything to resolve it. i created a report on www.identitytheft.gov and reference # XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Being pushed into getting a store credit card such as ( JC Penny ) Marshall 's ) TJMax ) at check out cashiers are relentless so saying no should be no. Also saying it will not effect your credit score, is intimidating when I no I do not want the credit card at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01852
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I receive my credit scores monthly from the Credit Bureaus. I was informed XXXX XXXX XXXX XXXX XXXX ' credit limit was lowered. I used the chat feature on Synchrony Bank 's website, XX/XX/23 and I was told my credit limit was lowered because of my credit scores. I asked for the phone number to XXXX. I then called XXXX and spoke to a representative. She again informed me that my limit was lowered because of an impact in my credit scores. I told her my scores were very close to perfect and that could not be the case. She put me on hold for XXXX minutes and came back to say, my limit was lowered due to inactivity. I asked why I wasn't given the courtesy of a letter and/or phone call. I have been with them over 13 years and have never been late. I've also used the card a lot in the past. I asked to speak with a manager and she said ok and then I was hung up on. I am thoroughly disgusted with the treatment I received from Synchrony Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10304
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On or around XX/XX/XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, and the month of XX/XX/XXXX XXXX I was sent a credit denial letter by from synchrony bank XXXX XXXX XXXX XXXX XXXX XXXX. A person sharing my name, used my personal information and SSN to gain access to my credit via credit card applications. I confronted the front desk at XXXX XXXXXXXX XXXX whom stated it is not possible that they did not verify a persons identity prior to moving forward with the application. This person who applied for credit is my father and those persons as well as synchrony consumer reporting did not verify who's social was being used and allowed for my credit to pull resulting in a credit denial. This person who is attempting to use my credit, name and identity has caused me to recently freeze all accounts as this was no mistake on their part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: There are recent and old hard inquiries on my credit report that are not accurate lowering my Credit score. There is a XXXX debt collection that is ver old and does not belong to me! Same with XXXX XXXX. I have been a victim of Identity theft in the past and these false hard inquires and debt collections have hurt my credit for years! This is takong a toll on me emotionally. I am unable to qualify for any store credit or credit cards because of false information on my credit report which I have neumorous times have contacter the companies on. I am seeking help please to remove all these hard inquries that I have not authorized and collections that dont belong to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: im filing this complaint against synchrony bank specifically there synchrony home charge card. about 2 years ago i became victim to identity theft were several synchrony bank accounts were open to include rooms to go. XX/XX/XXXXXX/XX/XXXX XX/XX/XXXX sams club. amazon.XX/XX/XXXXXX/XX/XXXX. at that time i did have 3 accounts with synchrony bank car care. care credit. and a conns home plus card. when i filed my dispute with synchrony bank it was a very long process of getting these accounts i did not open corrected i was in a battle with synchrony bank as even with a police report and a identity theft affidavit they refused to believe anything i had to say i was basically a liar and a criminal. it took me 2 years of fighting with them l finally got these accounts removed but synchrony choose to close my 3 accounts i did open i believe in a form of punishment for being a victim of identity theft. my biggest issue right now is with my conns home plus account which they closed removed from the system as i cant log into it customer service cant find it and my account number brings up nothing. i finally get someone on the phone who can locate my account which ive now been marked 30 days late as im unable to pay an account no one can find. the customer service supervisor explains to me that the account was closed and a new account number was generated as i was a victim of identity theft and i was sent a new card which i was never sent as they closed my account. they have me on paperless billing to a email address that belonged to whom ever stole my identity so im not receiving anything from them what so ever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37130
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A