Date Received: 2023-09-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: We are making significant improvements on our house and using the credit card to fund the majority of the purchases. We make regular purchases and regular payments to ensure adequate availability on the card. We have never had a late payment, and we pay the balance off monthly. Yesterday, we made a payment totaling half of the outstanding balance on the Synchrony website. After making the payment, the website indicating the payment would be posted the same day. The payment was not posted as indicated. We called customer service informing them we were traveling out of state and concerned we would not have availability when out of town. We were informed it could take up to 24 hours to process the payment regardless of what the website indicated. Last evening, our card was declined at a restaurant despite having more than adequate availability. Customer service was called again the following day and informed Synchrony was holding our payment for one week sighting potentially fraudulent activity. We have always used the card as agreed, pay off the balance monthly, and have fraud alerts text to our phones from both the retailer and the Synchrony when payments are made. If this was the first time we had problems with a decline, I would try to understand, but this is not the first despite having thousands of excess available on the card. We are just a small customer. Maybe they will listen to the cfpb, or someone with a bigger stick. Regards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I am unsure of the first date I called but it was in XX/XX/XXXX. I had called because it said I missed a payment despite autopay being on and having money in my account. They had said my account closed to which I corrected the information with them and they said that the problem was resolved and the autopay was fixed. Today XX/XX/XXXX I called because they closed my account due to dishonorable payment history and when I explained the situation they told my wife that the account will remain closed and they apologize for the inconvenience. This is not how autopay works and this is not honorable business seeing as how the issue was date of payment and their system is flawed. The representative on XX/XX/XXXX even admitted that her coworker on the previous call mishandled my account and didnt set it up the way he had described.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: On XX/XX/23 XXXX I called Care Credit, on a recorded line, to report a missing card and ask for another one. I was advised by XXXX that my account had been closed, due to non use, and I would need to reapply. He advised me of the XXXX options for reapplying. XXXX. In person at the doctors office or XXXX. Via the carecredit.com website I went to the website, completed the information required, went to read the terms and conditions, prior to accepting, I called my doctor to ask about the interest and what special offers were going on, because if there was going to be interest, I would just go another route. The doctors office advised it would be 6 months no interest, once I submitted the application, I would receive an email with the details of the card & I would need to give it to her to hold my appointment. I submitted the application, with doctors office on the phone, I could not proceed due to the message on the screen telling me to call XXXX and give ref # XXXX to proceed. I called the number provided, XXXX with the reference number and this is where I felt like I was being scammed or a breach into my privacy was happening, or maybe I am on a fraud website by mistake because this has never happened. XXXX proceeded to tell me I need to go to a website using MY mobile device and do some type of facial recognition, I was not ok with this, as I was not on my mobile device or did I want to give them access to control my device. She couldnt move forward so I asked for a supervisor, XXXX XXXX came on the line. Super rude and defensive when I asked her to provide me a copy of this requirement. She could not produce it. I asked her if she could direct me to the place in the terms & condition for applying, that state I could possibly be forced to give Synchrony Bank Access to my Mobile Device for verification. She was angry still, didnt want to keep repeating herself. There is nowhere that says Synchrony Bank needs access to my phone in order to approve my Care Credit Application. XXXX XXXX places me back in the waiting que ( didnt tell me ) XXXX answers and its the same thing. Either allow us access to your phone ( take over my phone ) or will need to fill out a XXXX page letter, that they will snail mail me, have it notarized by my bank ( I have to prove this ) and then mail it back. Problem # XXXX I read the terms & conditions for Applying with Care Credit, I accepted the terms as they were presented. However more terms & conditions have been added, & if I do not give Synchrony Bank access to MY mobile device, then I can not have credit. I have a credit score of close to XXXX. Problem # XXXX Synchrony is making access to consumers phones a condition for credit, but not telling them this up front, so consumer can opt out Problem # XXXX I was advised I could go in person to REOPEN my account. But when I went in person, they gave my doctor a different number for me to call & a different reference # to refer to. Problem # XXXX I am being discriminated against. My doctor can not believe this, they have never experience anything like this. I didnt get my XXXX because of this discrimination. Synchrony bank owns Lowes, and you didnt require this or did any other Synchrony Account that I currently have. I own a business, I opened a Synchrony account in XXXX, and they didnt even ask me for any type of id. But approved me for XXXX of dollars. Most of my XXXX have XXXX limits. I currently have several other credit cards with Synchrony Bank and have had many over the years. All having all the same info. I have lived in the same place for nearly 20 years, same Care Credit account information, same name, same everything, so it came as a surprise that I needed to call in to complete the application, especially when my credit score is XXXX. So this is unfair credit practice, or a serios unlawful breach into privacy. Since when did it become necessary for a bank to have access to our phones, to verify my identity? If this is only for the purpose of verifying my identity, then why couldnt you accept that all my information is consistent across all bank accounts? All appliances I purchased with XXXX card, delivered to me at my address. All the same info tied to my former Care Credit account. Synchrony bank could never tell me what they were wanting to verify, or why it had to come from my mobile device. Or Why me being in front of the doctor with my identification wasnt enough. I suffered a hit on my credit, I was not extended credit when I should have. Synchrony Bank deceived me, tricked me into applying, and then told me, unless I allow them access to my phone XXXX cant move forward. If Synchrony Bank made this condition known, I would have chosen not to apply, but they did not. Why is this ok? Care Credit or Synchrony Bank could not provide any documentation or anything period that shows they require access to my phone to proceed. If this is a condition for credit, it needs to be made know,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This is in regards to a XXXX XXXX store promotion 1 year interest free with a due date by Synchrony Bank. The promotions was expired on XXXX of XXXX. Unfortunate in XXXX XXXX we ware hit by hurricane XXXX devastated ou city XXXX XXXX Fl and other city near by. we ware with no power and water for weeks could not work and had damages. i called and asked for a extension on the promotion they agreed and i paid on time as agreed. down bellow you ill see promotion details and payments. XXXX {$3400.00} Purchase date XX/XX/XXXX Deferred Interest/No Interest If Paid In Full by XX/XX/XXXX XXXX {$740.00} Purchase date XX/XX/XXXX Deferred Interest/No Interest If Paid In Full by XX/XX/XXXX XXXX {$480.00} XX/XX/XXXX Deferred Interest/No Interest If Paid In Full By XX/XX/XXXX XXXX Full Payment of ( {$4400.00} ) The Total for all 3 Promotions was made on XX/XX/XXXX. a third promotion : Promotional Expiration XX/XX/XXXX Promotional Balance {$720.00} Deferred Interest Charge {$470.00} ( if not paid in full by XX/XX/XXXX Tran Date Description Initial Purchase Amount XXXX XX/XX/XXXX {$720.00} {$470.00} XX/XX/XXXX Deferred Interest/No Interest If Paid by XX/XX/XXXX according to all statement as far as i'm concern i complied to my commitments and my balance on this account should {$0.00} Every month since then i have being getting text messages emails and mailing trying to collect the interest. and every month i call and after 40 to 50 minutes of evaluation they come with the conclusion that my balance should be {$0.00} and will show on the next month statement. that never happened until today. Im hoping your org can help me as i fell i cant do anything else by my self. I have a very good credit score and its not fair if this affect my scores. I feel stressed and harassed every for 8 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made XXXX different charges on my Care Credit account. On XX/XX/2023 {$1100.00} which has a minimum payment due of {$39.00}. On XX/XX/2023 {$750.00} which is interest deferred. On XX/XX/2023 {$1400.00} which has a minimum payment of {$50.00}. On XX/XX/2023 {$1900.00} which has a minimum payment of {$67.00}. The total minimum payment is {$150.00}. On XX/XX/2023 a payment of {$39.00} was paid to the {$1100.00} charge. On XX/XX/2023 a payment of {$180.00} was paid as follows : {$39.00} to {$1100.00} charge, {$50.00} to {$1400.00} charge, {$67.00} to {$1900.00} charge, and {$30.00} to {$750.00} charge. On XX/XX/2023 a payment of {$300.00} was made as follows : {$39.00} to {$1100.00} charge, {$50.00} to {$1400.00} charge, {$67.00} to {$1900.00} charge, and {$140.00} to {$750.00} charge. On XX/XX/2023 a payment of {$300.00} was made as follows : {$39.00} to {$1100.00} charge, {$50.00} to {$1400.00} charge, {$67.00} to {$1900.00} charge, and {$140.00} to {$750.00} charge. On XX/XX/2023 a payment of {$300.00} was made as follows : {$39.00} to {$1100.00} charge, {$50.00} to {$1400.00} charge, {$67.00} to {$1900.00} charge, and {$140.00} to {$750.00} charge. Every month I have to call and ask my payment to be allocated correctly as stated above. Everything was fine until my XXXX payment was not allocated. I called in XXXX and spoke to a woman manager who said it was requested in their system but it was not done by accounting for some reason. She said she will tell them they missed it. I called again in XXXX and spoke to another woman manager who said it was still not done and she will ask them to fix it. Once my account updated the person who was supposed to fix the problem made it worse and now instead of my {$750.00} charge showing a balance of {$280.00} it shows a balance of {$6.00}. That means someone took the money that was paid to the other accounts and incorrectly applied the money to the {$750.00} charge instead of only applying {$140.00}. So now I am being charged interest on charges that I already made payments towards. I called XX/XX/2023 and spoke to a man manager who was very short and rude and would not help me, so now I am filing this complaint. My account should reflect the following : {$750.00} charge had payments of {$30.00}, {$140.00}, {$140.00}, {$140.00} leaving the balance of {$280.00}. {$1100.00} charge had payments of {$39.00}, {$39.00}, {$39.00}, {$39.00}, {$39.00} leaving balance around {$900.00}. {$1400.00} charge had payments of {$50.00}, {$50.00}, {$50.00}, {$50.00} leaving the balance around {$1200.00}. {$1900.00} charge had payments of {$67.00}, {$67.00}, {$67.00}, {$67.00} leaving the balance around {$1600.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
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: There is a collection account on my credit report from XXXX XXXX which lists Synchrony Bank as the original creditor of the account. I don't recall having an account with your company. Can you please send debt validation for the account number XXXX. I will need to see the original contract bearing my signature because my information was compromised in the XXXX data breach. I will also need to see the forward flow agreement along with correspondence informing me that the account was being sold. If I had this, I would have known about this account and could have disputed sooner. Please inform me as to what the balance is and how much the account was sold to XXXX funding. Also provide me with the XXXX form since this account was written off. If you can not provide all of the information requested, and if you have not done an investigation into the XXXX data breach claim when I have already provided my claim number, then please contact the collection agency and have them remove this account due to inaccurate reporting and the possibility of being taken to small claims court per violation of the FCRA and FDCPA regulations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I complain about Synchrony Bank as I have been unable to obtain its agreements. Regarding my XXXX account, the CFPB has one account agreement while a lawsuit filed in Florida a few weeks ago against someone else shows a different agreement for a Lowes credit card. Due to inconsistency, it is absolutely necessary that I promptly receive the exact card agreement applicable to me regarding XXXX and every other Synchrony Bank account I have. Nonetheless, to resolve conflicts, if necessary, I will consider it my choice to choose whichever agreement best serves my purposes due to conflicts and your refusal to disclose card agreements. See attached conflicting agreements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32836
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To : Synchrony Bank re : all accounts I write to advise you that I plan to file a lawsuit against you in the United States XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX due to your multiple and ongoing willful violations of the FCRA and FDCPA. I need you to provide me with a list of options and preferred options to have the Summons and Complaint served upon you. Please advise me of your registered agent name, address and phone number for service of process in Florida AND all branches, offices, agents, attorneys or representatives in XXXX XXXX, Florida and in any other counties in Florida who can and are authorized to accept service of process. Moreover, after filing a lawsuit, I plan to send you a Notice of a lawsuit and request to waive service of a summons to reduce costs of service and provide you with additional time to respond. This may provide you with additional time to respond, instead of 20 days. For your convenience, please provide me with your preferred address to send such Notice with the Complaint, such as your Legal Department. Local Rules of the XXXX XXXX XXXX of Florida require your counsel to confer with me before filing even routine motions to ascertain whether I oppose or unoppose a motion. If your counsel files a Notice of Appearance before a Clerks Default is applied for and needs an enlargement of time to file responsive pleadings, you may file a copy of this document representing to the Court that I do not oppose up to a 30 day enlargement of time to file responsive pleading to comply with the Rules obligation to confer. However, If you do not provide me with the information requested above and you are properly served with a Summons and Complaint, I will promptly at the earliest date possible file an application for a Clerks Default and a Motion for a Default Judgment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32836
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Synchrony Bank discriminated against me for extension of credit. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had a promotion on my Synchrony Discount Tire card for 0 % until XX/XX/2023. I forgot to pay the remaining balance before the accumulated interest went on my balance. I called on XX/XX/2023 to ask if there was any way to remove the accumulated interest. They replied by telling me there was a 30-day grace period but since we are 2 days past the 30 days, there was nothing they could do. The XXXX was a federal holiday. the XXXX was a Sunday. Banks are usually closed during weekends and holidays. NOWHERE on the bill did it say when they were open/ closed or what times they were open/ closed. This was all, of course, my error. But to include a holiday weekend in the grace period, is pretty scammy for a bank. I've had a handful of store credit cards under synchrony and EVERY SINGLE TIME, i close the account as soon as my balance is paid off. not because I don't use those stores, but because Synchrony has ALWAYS given me trouble. there site won't let me log in half the time. their customer service reps BARELY speak XXXX... it so hard to understand what they say. And they have pretty sketchy " fees '' ; now this!
Company Response:
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A