Date Received: 2023-07-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Synchrony bank continues to charge e late fees when on numerous occasions I try to pay the bill online and by phone. I have told them that online payment options are not taking the routing number so I couldnt add the banking information to the account, tried to pay as a guest and it wouldnt take my card information. Call to pay online and came across so many issues. A payment successfully went through a d three weeks later it was rejected and I was charged a late fee. I called the bank and they said there wasnt anything wrong with there routing number. I complain to Synchrony bank about this many times and still they are adding late fees. I called to talk with someone about the issues and still no help. I gave a payment over the phone and it went through it was told weeks later it was rejected and again the slap more late fees. They needs to be investigated for this because it happens all the time and they feel like if we complain to yall that nothing is going to be done. They also closed my SAMS card without my permission and they messed up my credit score. They have not fix the situation they only made things worst.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 392XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I had a PayPal Mastercard credit card issued through Synchrony Bank that I could no longer afford to pay. I enlisted XXXX XXXX XXXX to help consolidate my credit card debt and work out a payment plan to pay off my credit cards. Everything was fine for years, and I slowly paid off my debt. In a letter dated XX/XX/XXXX, I received a notice that the aforementioned card was paid in full, and it would take up to 45 days for it to be reflected by the credit reporting agencies. On XX/XX/XXXX I called XXXX XXXX XXXX to inquire about the status of my account, after noticing withdrawals continued in XXXX, XXXX, and XXXX. They had continued to pay Synchrony Bank after my account was paid in full, and the bank had accepted these payments for my closed account. This had not happened with any of the other credit cards. On that same date, XXXX XXXX XXXX called Synchrony on my behalf to see what was going on. They had received extra payments of {$88.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was told that Synchrony recognized their mistake, and that I would be receiving a refund from them soon. Months passed, and I did not receive anything from Synchrony. In the meantime, I had forgotten about the refund. I called XXXX XXXX XXXX first, and they gave me the Synchrony number to call and how to explain my issue to them. On XX/XX/XXXX I called Synchrony myself for the first time to inquire about it, I told them I had never received anything from them since the paid in full notice a year ago. They apologized and told me they would reissue and resend the check in the amount of {$260.00}. I assume the extra {$2.00} was for interest on my balance. I was given a 4-6 week timeframe, so I called again on XX/XX/XXXX. I told them I never received anything, they apologized and said they would reissue and resend the check again. On XX/XX/XXXX I called for an update and was told that my account did not show any refund and that I was owed nothing. The representative became argumentative when I questioned why I had been told differently the other times I called. I was basically lied to by the previous representative, who had never issued anything. I asked to speak to manager, I was put on hold for a while, and eventually told to call back tomorrow because they were all busy. On XX/XX/XXXX, I called Synchrony again, this time the representative said they could see the refund and that it had been cancelled for some reason but could not say why. They put in an escalation request, and I was able to speak to a supervisor. I was told they would put in a request to reissue the refund check since I had never received it. I called again on XX/XX/XXXX to see if the check had been sent out and was told the request was approved, and I would have to continue waiting for it. After giving the check enough time to arrive, I called on XXXX/XXXX/XXXX, and after a lot of back and forth, I spoke to a supervisor who apologized and said they would reissue and resend the check yet again. After another 6 weeks, on XX/XX/XXXX, I called once more because I had not received any mail from Synchrony. I asked for a manager almost right away this time, and I explained everything I am writing here. I asked every question I could think of as well, and was told the only time a request to reissue the refund had ever gone through was on XX/XX/XXXX, and that it was denied the very next day, on XX/XX/XXXX. This means that almost everyone I spoke to was lying to me when they assured me the refund was being sent out or on its way. On this most recent call, I was also initially told that the check had been received and cashed. When I asked who cashed it, they said " treasury '', but they could not provide any details or proof of receipt, and eventually backtracked saying they couldn't confirm if I had received anything or if the check was ever cashed, only that the funds were sent to the bank 's " treasury ''. At this point, they sounded very confused by Synchrony 's own internal notes and/or policies. They said the only course of action left was to open a dispute and to wait 2 billing cycles in order to receive a response, which is what I have done. However, I do not feel confident that it will be resolved in my favor at all, especially after being told so many different things by so many different people over and over again. There has to be some accountability for the dishonesty of the representatives I spoke to, and with how Synchrony handles their overpayments. There seems to be no oversight, and from what I understood, the debt now owed to me has been erased without explanation even though I have continuously asked for a refund. I have no way of knowing whether anything was ever actually sent to me at any point, but it does not appear so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21202
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: My husband died XXXX. He had a XXXX XXXX credit card for aboutXXXX $ and a tjmax credit card for about XXXX . The tjmax credit card was sent to XXXX XXXX XXXXXXXX. I paid XXXX XXXX $ payment to XXXX because they made me feel guilty but Ive found out the debt died with my husband. XXXXwants to talk to my lawyer but I dont have one. Thats about it so far. They are very rude
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
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: On XX/XX/2023, I attempted to make a purchase of three Tickets on PayPal using a XXXX XXXX XXXXXXXX linked to my PayPal Account for {$2500.00} for tickets from XXXXXXXX XXXX XXXX XXXXXXXX decline the transaction, but it was put through by PayPal without my Knowledge, not knowing that said charge was made I purchase the tickets on XXXX XXXX on XX/XX/2023, for {$2100.00}. I only became aware of the PayPal transaction when I login to my account a month later. I haven't received the tickets from XXXX, so I disputed the charge with PayPal, but my dispute was denied. Notwithstanding PayPal Policy states that if a customer didn't receive the item, it would be covered under their purchased protection policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02910
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
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: I made a purchase on XX/XX/2023 a product " I thought was made in America '', an American made product, and after I investigated the matter further, I discovered the product was made and being shipped from " XXXX XXXX '' ( Doesn't say that on the website when ordering ( deception advertisement ). So I immediately cancelled the order by email, but the merchant has chosen not to cancel the order even though it was " cancelled within " 24 '' hours '' of it being ordered ( see screenshot of merchant email ). I have a right under American Consumer laws to cancel a order if it is canceled within 24 hours before shipping. I Have sent several emails to that affect to no avail. They have sent a tracking number saying the order has been shipped even though I requested the order be cancelled over 12 days ago. ( see screenshots ). I filed a dispute with XXXX credit ( case # XXXX XXXX XXXX 12 days ago asking the order to be cancelled and refund my money to my paypal credit account to no avail, they sent me a tracking number this morning, but I still do not want the order. I cancelled the order over 12 days ago. Paypal credit refuses to close the case and refund my money which is my right as an American Consumer, according to the FTC, CFPB and FRCA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 394XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: SYNCB was supposed to remove a JCPenny account from my credit report including its hard inquiry. This has not been done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98310
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Synchrony Bank closed my Value City XXXX Credit Card that was in good standing, with no prior notice. I contacted their customer service department which confirmed the closure due to negative changes to my credit report that have been resolved since they ran the report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30012
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Hello. My account has been closed 9 years ago with TJ MAXX. I do NOT owe them XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Despite my multiple attempts to contact them and fix the problem, I called the credit bureaus, XXXX and yet this company wont REMOVE my account off their file. They are using it for whatever purpose they deem to use it. By law, they must remove my account long ago but I received a letter after filing a complaint with XXXX that they do not report my account to any credit bureaus. That was NOT the solution I wanted. I even told their senior Client Affairs Specialist XXXX XXXX that my account must be removed, taken off their system completely but on tne phone he clearly told me that they have no intention of deleting my information off their system. He told me not to worry because they wont be reporting to credit bureaus but told me the company intended to keep my file, my personal information in their system. I was upset but he just hang up on me. Please help. I am helpless at this point. It feels like he is violating my rights and was blatant in disrespecting me my telling it into my fave that I cant do anything about it and that he can do whatever he wants with my information and I cant do anything about it Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have an Amazon Prime Store Card managed by Synchrony Bank. On XX/XX/2023, I called Synchrony Bank on a recorded line because I noticed that there were XXXX charges on my account from XX/XX/2023 totaling {$150.00} that I did not want charged onto my Amazon Prime Store Card. Unknown to me at the time, my Amazon Prime Store Card was set up as my default payment method on Amazon -- a setting I have changed since then. The reason I did not want to use my Amazon Prime Store Card for the charges on XX/XX/XXXX is because they would be considered " non-promotional '' balances subject to an APR north of 27 %. In my call to Synchrony Bank on XX/XX/XXXX I made it clear to the representative that I did not want to accrue any interest on the XX/XX/XXXX charges, and offered to make a payment of {$150.00} specifically to cover the non-promotional balance. The rep indicated that if it was my intention to pay off the non-promotional balance, it would be best for me to wait until XX/XX/XXXX. The reason is I had an auto-payment of {$100.00} also coming due on XX/XX/XXXX, and if I made the additional payment early, it would cancel my auto-payment. Specifically, the rep instructed me to wait until my auto-payment of {$100.00} posts and then to call the same day to process the additional payment of {$150.00} to cover the non-promotional balance. On XX/XX/2023, I called Synchrony Bank again on a recorded line and processed the aforementioned transaction. The rep I spoke with at the time confirmed that the {$150.00} additional payment I was making would be allocated to the non-promotional balance so I would not be charged any interest going forward. After processing the additional payment of {$150.00}, I also opened up a message thread on Synchrony Bank 's Customer Service website to document my intentions in paying off the non-promotional balance. Unfortunately, the {$150.00} was not allocated to the non-promotional balance. It was allocated to promotional balances that carried 0 % interest. As a result, every month for the past 4 months, my promotional balances which carried 0 % interest shrank drastically, and my non-promotional balance which carried 27 % + interest remained largely unchanged. This is an abusive practice that ensures customers continue to pay as high an interest rate as possible on as large a non-promotional balance as possible. Every month for the past 4 months, I notified Synchrony Bank via the message thread that my non-promotional balance was still open and I was being charged interest. Every month for the past 4 months, Synchrony Bank assures me that they will review their records and that it may take up to 2 billing cycles to resolve the issue. It has been far longer than 2 billing cycles, and Synchrony Bank has still not resolved this issue. At this stage, Synchrony Bank is telling me that they can not re-allocate the {$150.00} additional payment because I should have provided instructions on how to allocate a payment within 60 days from when the payment was made. I provided Synchrony Bank with clear instructions on a recorded line on how to allocate the {$150.00} at the time I made the payment -- this is well within 60 days from when the payment was made. I believe Synchrony Bank is unnecessarily dragging out this issue. From a very early stage, I contacted Synchrony Bank and made my intention to pay off the non-promotional balance very clear. Pursuant to their instructions, I processed an ADDITIONAL AGENT-ASSISTED payment of {$150.00} on XX/XX/2023 specifically to ensure my non-promotional balance is paid off. The fact that my additional payment was taken, but my instructions on how it should be allocated were not honored, is quite frankly, exploitative. Against my instructions, they took the additional payment I made and allocated it to balances that do not accrue interest, while leaving balances that accrue interest intact. This is a predatory practice. It ensures even though I make additional payments, I continue to pay as high an interest rate as possible on as large a balance as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I do not have any knowledge of applying for a credit card with XXXX. Nor do I have a contract with the debt collector. I demand this inquiry be removed from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85741
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A