Date Received: 2023-07-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Paid an amount of the first purchase on XXXX. Was not notified it didnt go through and was charged a late fee and interest because the payment didnt go through and now my credit score has been effected because I have a late payment on a card. I have the money in the account. The information was all correct. They said I was all set and it would post in 1-2 business. I left the XXXX on the XXXX and I was just able to see that it never posted. They never notified me. It is with Synchronize Bank and the Lowes Credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
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 am writing to file a formal complaint regarding the fraudulent charges and the subsequent mishandling of my case on my Lowes Consumer Credit Card, managed by Synchrony Bank. I have made numerous attempts to resolve this matter, but unfortunately, I have encountered significant delays and unsatisfactory responses from your customer service representatives. I hope that by detailing the events that occurred, you can better understand my frustration and help bring about a prompt and fair resolution to this matter. On XX/XX/2023, I received a text alert notifying me of fraudulent activity on my credit card. Immediately, I confirmed that I did not authorize these charges and received a call from Synchrony Bank 's representative. The fraudulent charges were as follows : 1.XX/XX/2023 : - 4 charges in small amounts under {$100.00} - {$2000.00} - {$860.00} - {$210.00} - {$640.00} Synchrony Bank, to their credit, did credit my account for these unauthorized purchases. However, the ordeal did not end there. On XX/XX/2023, four more charges were placed on the account, totaling : 2. XX/XX/2023 : - {$1000.00} - {$1900.00} - {$2000.00} - {$1000.00} Once again, these fraudulent purchases were made at various Lowes stores throughout Texas, and they were all for gift cards. I was assured by the Synchrony representative that these new charges would be addressed by the fraud division, considering they were aware of the initial fraudulent charges on XX/XX/XXXX. As a solution, they offered to close the existing account and open a new one. Regrettably, this only led to further issues and delays. My previous balance of {$4000.00}, for which I had been making monthly interest-free payments for 12 months, was rolled over to the new card along with the four additional fraudulent charges made on XX/XX/23. The old card was canceled on XX/XX/2023, and the new card was activated on XX/XX/2023. After receiving a letter stating that the fraudulent charges were under review, I diligently followed up on multiple occasions with your customer service department to inquire about the status of the investigation. The dates and responses I received are as follows : - XX/XX/23 : Contacted customer service to ensure the complaint was registered. - XX/XX/23 : Inquired about the status and was told to wait 15 more days. - XX/XX/23 : Called again and received the same response, requested to note each call. - XX/XX/23 : Made another inquiry, and the response remained unchanged. - XX/XX/23 : Received an email stating that the fraudulent claim was approved, and I would receive a credit within 10 business days. - XX/XX/23 : Called to inquire about the credit not being received, discovered my account was locked, but the representative provided a code to request an unlock. - XX/XX/23( later ) : Called again with the code and spoke to a female representative, who couldn't unlock the account and insisted on closing it and issuing a new card. This constant back-and-forth and miscommunication have caused me an enormous amount of frustration and wasted time. I genuinely believe that this entire issue could have been resolved much earlier if proper attention had been given to my case. Moreover, despite the assurance that the fraudulent charges were approved for credit, I have been charged interest fees on these unauthorized transactions, totaling {$130.00} in my XX/XX/XXXX statement, {$130.00} in my XX/XX/XXXX statement, and an additional {$200.00} balance transfer fee on XX/XX/23, which I have no knowledge of. I kindly request that you thoroughly review my account 's history, including call logs and correspondence, to understand the inconvenience and distress this situation has caused. My primary resolution remains the same : I expect my account to be credited for the four fraudulent charges made on XX/XX/23, along with the interest payments and the {$200.00} balance transfer fee. I hope that you will handle this matter with urgency and transparency and take appropriate steps to rectify the situation promptly. I have been patient and cooperative throughout this ordeal, and I expect the same level of commitment from your end in resolving this matter. I kindly request a written response within 14 days of receiving this letter, confirming that my account has been credited appropriately and explaining the actions taken to prevent such issues in the future. Thank you for your attention to this matter. I trust that you will address my concerns promptly and restore my faith in Lowes Consumer Credit Card 's customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Ive disputed these item numerous time back I. XXXX and XXXX creditor agreed to remove it from my credit report and it still showing when I have no knowledge of the account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91762
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: On XX/XX/23 I proceeded to Lowes in XXXX California. I informed the cashier that I did not have the physical card with me and if she would be kind enough to look up my account in her system. I handed her my identification and I told her I was in the service. She proceeded to tell me she found my account info. However, the credit card company decided to decline my purchase and lock up my card. It was less than {$300.00}. I called the company and asked them why they had not honor my purchase and they said it was because they couldn't verify my identity. The nightmare begun soon after. I get this very sketchy text message purportedly from Synchrony telling me to click on this tiny url. The instructions called for me to upload a copy of both front and back ( barcode of license ) of my drivers license. It had me do it multiple times because supposedly it couldn't capture good images. Next it wanted me to move my head up and down in the form of a video similar to what you do for your XXXX XXXX. It scared me to death. After that, I was to call the number at the end of the completion process after a code had been generated. So I called the number and spoke to a person with XXXX accent and gave her my code. The code never worked and now my account has the following message : " Your attention is required. There is an issue with your account. Please contact customer service at XXXX. '' I called the number and they said I should try the process again, I did and now I get a message saying someone has completed the process or someone is trying to impersonate me. Synchrony also informed me if it doesnt work I should mail them documentation. I don't trust the verification process through the phone how am I supposed to trust them via post office
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 285XX
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: Closing your account
Subissue: Company closed your account
Consumer Complaint: I never got a letter informing me that I must use the card or it would be closed. I ask that my account is reopened ASAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: RE : Synchrony XXXX ending in XXXX. This bank had my mailing address wrong on my account resulting in no statement received. Specifically they listing my unit number as # XXXX when it is actually # XXXX. On XX/XX/XXXX I was charged a late fee of XXXX and on XX/XX/XXXX I was charged interest of XXXX. On XXXX I phoned the bank and spoke to XXXX. XXXX assured me that the fees would be reversed. At that time I made a phone payment to bring my balance to XXXX. On my next statement NO fees were reversed and instead I was charged another late fee of XXXX and interest of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55448
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I had a promotion with Care credit and paid off the promotion. They still charged me all the intrest. I was told it was adjusted off XX/XX/2023. It is still on my account and now charging me intrest on that intrest. I am told it is being removed but have to wait 1 to 2 billing cycles. I want this off my credit report. I have waisted so much time with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85374
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Yesterday, XX/XX/23 I received an email stating that my account with Synchrony Bank had been closed due to delinquency on my credit report involving my mortgage, bank cards with high balances versus the limit, and revolving credit card accounts with high balances versus the limit. I called to speak to Synchrony Bank about this because the information that they have is not correct, and I have had a very good credit history with Synchrony Bank for almost 7 years now. They were not willing to allow me to provide information proving that the info they have is incorrect, and told me that there was nothing they could do to reverse closing the account for no reason. I explained to them that closing my account for no reason would be a punishment to me, because it would cause my credit to go down drastically and would also look like I stopped making my payments and they closed the account for that reason and that is not true. They were not willing to help me and basically told me they do not care. I have been reading alot of complaints online about this same issue with them. I am prepared to sue over this if they are not willing to reverse this decision. My mortgage is not in delinquency. I am on a Covid related forbearance, which was suggested by my mortgage company when I asked them if they could lower my payments due to losing my overtime at work. It was not because I could not make my payments. The one and only credit card that I had with a high balance, has been paid off and just has not been reflected on my credit. The other credits cards that I have ( 2 ) have always been paid on time just like the credit card that I have with Synchrony Bank. Closing my account was not necessary, and I want something done about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 71854
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: They took my income. They asked me how much credit I want it and I only want it {$450.00} for store credit card and it was due to pre-qualifying and my credit actually is finally over the fair mark now after all the identity theft that I had so I dont understand why they didnt approve me for {$450.00} or even lower.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I made a purchase in XX/XX/XXXX for a promotional 6th month No interest purchase, which ended in XX/XX/XXXX. I did not completed total payment in XX/XX/XXXX but in XX/XX/XXXX I submitted a payment of {$1000.00} and in XX/XX/XXXX payment of {$300.00} and I call CareCredit customer service to verify my completed payment for my expired promotional purchase in XX/XX/XXXX. In my XX/XX/XXXX bill it does not show the expired promotional balance and in my total balance it shows I still owe that balance purchase from XX/XX/XXXX. On XX/XX/XXXX I called CareCredit Customer service and they said I still owed that balanced but it does not show in my XXXX XXXX monthly bill. CareCredit is hidden that paid off purchase from my monthly XX/XX/XXXX bill. It is fraud to hide bills that I owe, and I paid off the purchase from my debit card and I have my bank account receipts to prove it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A