Date Received: 2023-07-15
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: XX/XX/XXXX I found a charge on my ASHLEY FURNITURE/ synchrony bank account in the amount of XXXX I contacted synchrony bank to tell them about it. This card had a balance of XXXX dollars as it had been recently paid off. I contacted them right away to resolve the issue. It took me calling them on 3 separate occasions before it was even reported as fraud. It is currently under investigation. However they are still charging me monthly payments on the account the balance is now up {$1500.00}. This is not the first issue I have had with them as a potential fraud took place in XXXX of XXXX and lead to them reducing my credit line from {$3000.00} to {$250.00}. The company has been jerking me around and messing with my credit since shortly after opening the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48439
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Synchrony closed and re-opened another account under my name without the promotional purchase I've signed for. I now have a credit line opened without a promotional purchase but more importantly, a credit line with interest terms opened under my name that I did not sign for. This new, incorrect account has been opened for a year now since XX/XX/2022 and I have been billed interest since. I did not sign for these terms and the credit line needs to be voided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: This is a complaint to CFPB Case XXXX. The individual from Synchrony Bank who handled my case was XXXX XXXX, Senior XXXX. I was a victim of an armed robbery and a series of subsequent fraud attempts on my card on XX/XX/, 2022. The card number at the time was XXXX. My current card ends in XXXX. After waiting for two weeks using the CFPB complaint service, I received a letter ( attached to this complaint ) stating that I need to have the detective email the Bank. The complaint has since been closed after that response. It has been over a week and counting since the detective sent the email on my behalf. This will make it three weeks total in addition to the months in which I've already been requesting this information through email, phone, and the CFPB. I don't want to continue delaying my request for information to receive key information that can lead to an arrest in the case. I should've had this information months ago. I don't appreciate having to hound the Bank 's fraud team for over a year for information on behalf of my personal protection as their client. Every attempt of communication in most cases has been some form of cop out to not serve me ; and it has accumulated to a year worth of fruitless outcomes. I am requesting all identifiable information related to three transactions ( two XXXX, one from XXXX ) made on XX/XX/2022, shortly after the armed robbery and assault. The screenshot of the text is also attached. IP addresses, locations, items attempted to be purchased, address ( for XXXX transaction ), and all other relevant information to the extent possible would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90230
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I had to open up this credit card because I need to get my teeth worked well I didn't have money at the time so the dentist I went to was promoting the Care Credit card so I called they told me that I would have no interest for the entire year got approved and nothing else was told me that was it. Meanwhile I was making payments for months and I went online for my account and saw that they added a XXXX addition to my charges for months of about XXXX dollars for months. I went and called them multiple times for this situation and said how unethical and misleading it was that they would charge this addition without me even knowing. They told me to call the security card company and they said they could do nothing for me. I had them stop the charges finally but would not give me my money back for something I didn't sign up for or even know. Then right went when I got XXXX statement they charged me XXXX dollars because I didn't pay of the card before then new year I guess but was told I would get no interest for entire year but never told me I would not even get 12 months because of the new year. When I called they said that was the only charged now its XXXX and I am charged additional interest charges of XXXX dollars. I have never experienced this type of misleading and confusing tactics to basically milk you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85704
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-16
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I have a PayPal Mastercard through Synchrony bank. When the account was opened the credit limit was set at {$650.00}. I have not gone above the credit limit. ALL payments have been made and made on time. The card currently has a balance of {$160.00} on it. Synchrony randomly, without warning, dropped my credit limit to {$180.00} leaving an available balance of {$14.00}. This WILL NEGATIVELY affect my credit score as it now looks like I have maxed the card out ( credit balance to utilization will be seen as too high ).
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: 2023-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Credit limit changed
Subissue:
Consumer Complaint: I applied for Paypal Credit through Synchrony and received a credit limit of > $ XXXX in XXXX or XX/XX/XXXX. I have never been 30 days late, I think there is once I might have missed a payment and had a past due amount but I fixed that before becoming XXXX. I was previously out of work and so making maxmium payments for me was hard. On XX/XX/XXXX I made a payment of {$1400.00}, these were also 0 % interest payments for 6 months. After I made this payment Synchrony immediately and rapidly reduced my credit line. Which that's fine and all except what they are doing is deceptive and devious. On XX/XX/XXXX I needed to make a payment of > {$800.00} to Synchrony before incurring any interest fees and that's fine, because I needed to pay off and pay down some other debt I incurred while unemployed. Now today XX/XX/XXXX I receive an alert that Synchrony deceptively reported me over limit because of the gained interested that I got for not paying off the XX/XX/XXXX debt that was 0 % interest and in addition, they lowered my credit line. This creditor is practicing vindictive and deceptive practices to financially impact people trying to get back on their feet. My partner has left with with my mortgage, over {$15000.00} in credit card bills he ran up and more. This creditor needs to be thoroughly investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60654
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX I mailed two different money orders for two different accounts to them for my XXXX payments. On Saturday, XX/XX/XXXX, I received both money orders in the mail. SYNCHRONY stated that they did not know whose account to credit the payments to. I am so confused. When mailing my payments to them, I included a copy of each SYNCHRONY statement, a money order, with my name, mailing address and the last four digits of my credit card. My payments had been mailed to them well in advance of the due date. Because SYNCHRONY was unable to process the money orders, one account is showing past due. They texted me that my account was past due. I am also being charged a {$30.00} late fee. I think SYNCHRONY is intentionally returning payments, misapplying payments so that they can collect late fees. Last year in XX/XX/XXXX SYNCHRONY stated that they never received my XX/XX/XXXX payment for one of my accounts and as a result my account was past due. I had to pay XXXX XXXX {$15.00} to get a copy of the money order. SYNCHRONY cashed the money order. I do not know whose account they credited but it wasnt mine. After sending them a copy of the cashed money order, they finally corrected my account. BUT they also charged me an additional late fee of {$60.00}. Because of their mistake, I was out of pocket an additional {$75.00} ( the {$60.00} late fee + the {$15.00} to XXXX XXXX ). Because of SYNCHRONY 's mistake, I will owe them {$90.00} in late fees. But this amount is expected to increase as I am sure they will charge me an additional {$30.00} late fee for my second account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
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/XXXXat XXXXXXXX XXXX, the Amazon delivery person arrived at my house to deliver the order XXXX. When he handed it to me, the box is damaged and the driver made some weird comment about the product I purchased. I didn't pay attention to it but receiving the damaged box because I was on an online meeting. When I opened the box around 5 minutes later, it's an total empty box full with brown papers. I contacted Amazon customer service right away, the next day, XX/XX/XXXX, I received an email from Amazon 's team saying that the package showed delivered, so the only way for me to start the process of getting refunds is to provide a completed police report. Amazon never provide more details but make the assumption base on what shows on the tracking, despite I received an empty box. I contacted Synchrony, Amazon store card issuer, on XX/XX/XXXX when the transaction posted on my account. I received an letter from the bank on XX/XX/XXXX stating during the reviewing process, a temp credit will be providing. However, I've contacted Synchrony five times since, and they all confirmed that the dispute is under reviewing but the temp credit has not in my account for some reasons they couldn't answers. I've provided every evidence including official police report ( XXXX ), as well as all email communications Amazon and I had in which Amazon stated that the refund will issues once I provided official police report, which I did on XX/XX/XXXX. The order details : AMAZON XXXX XXXXXXXX XXXX XXXX EQUAL MONTHLY PAYMENTS 0 % XXXX XXXX XXXX XXXX XXXX XXXX XXXX SHIPPING AND TAX XX/XX/2023 {$4200.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: THIS COMPLAINT IS SPECIFIC TO MY CARE CREDIT CARD WITH SYNCHRONY BANK. WHILE IT MAY INCLUDE SIMILAR THEMES ARE PREVIOUS COMPLAINTS, IT IS NOT A DUPLICATE COMPLAINT AND SHOULD NOT BE CLOSED AS SUCH. CLOSING THIS COMPLAINT AS A DUPLICATE WILL ONLY RESULT IN NEW COMPLAINTS BEING FILED UNTIL THE ISSUE IS RESOLVED. ISSUE 1. Most transactions on my Care Credit Card were placed on promotional terms for deferred interest, however those promotional terms were selected for me and at no time was I ever presented with any/ all of the available options for promotional terms at the time of purchase. This means others made decisions about those financial transactions on my behalf without authorization. While the promotions XXXX seem like a benefit for me as a cardholder, each of those transactions had multiple options for promotional terms and I should have been the only one that chose which terms were right for me. In the terms that govern my Care Credit Card, it states " At times, WE may offer you special financing promotions for certain transactions ( special promotions ). The terms of this XXXX apply to any special promotions. However, any special promotional terms that are different than the terms in this XXXX will be explained on promotional advertising or other disclosures provided to you. It also states " Offers are subject to credit approval. These promotional offers may not be available at all times for all purchases. Please see any special promotion advertising or other disclosures provided to you for the full terms of any special promotion offered '' and indicates the possible options for promotional terms are 6, 12, 18 or 24 months with no interest if paid in full. At no time have I ever received any promotional advertising or other disclosures that would have informed me of the terms of these offers. When I have contacted the credit issuer about my concerns regarding the arbitrary choice of terms they selected for me ( all were either XXXX or 12 months ), their failure to disclose the terms of those promotions, and my demand that I be able to choose from the options for promotional terms that were available at the time each purchase was made, their representatives have repeatedly tried to deflect responsibility for those decisions and disclosures onto the merchants where the purchases were made. The problem with their weak, unethical attempt to shift blame is the fact that they made it very clear in the terms of the card itself that " WE may offer you special financing ... '' While one agent tried to argue with me that " WE '' meant " Synchrony and the merchants '', this would not be how Synchrony has defined " WE '' in the cards terms, where they state " Synchrony Bank may be referred to as we, us or our ''. Issue XXXX. On XX/XX/XXXX Synchrony made the decision to close all my accounts I had established with it, using the vague excuse that reason for their decision was " Activity on account ( XXXX ) with Synchrony Bank indicative of high risk of failure to pay '', however even though I have made many attempts to get specific information on what actions they are talking about, Synchrony has failed to provide clarification. Knowing that I have done nothing to violate the terms of each card agreement between myself and Synchrony their actions have left me seeking justification. While they have not specifically provided me with such, now that time has passed, it is beyond clear what their intent was in closing my accounts. Allow me to explain ... As a result of Synchrony closing the XXXX accounts I held with them, my credit score dropped XXXX, XXXX, and XXXX points with the XXXX major bureaus. This substantial drop caused my credit rating to drop from " Good '' to " Poor '', leading other credit providers I had relationships with to believe I had become a greater risk than I actually am, so several of them lowered the amount of credit they were will to extend to me, with one of them also deciding to close the account I held with them. In total on top of the amount of credit I lost when Synchrony closed my accounts, I also lost access to {$58000.00} of credit from other credits thanks to Synchrony. Add that to what Synchrony itself took away and my access to credit dropped {$110000.00}. Why is this important? By causing all this damage to my credit profile Synchrony has destroyed my financial situation and ironically has now made me a high risk of failure to pay. It is my assertion that Synchrony has done this for its financial benefit. By knowing destroying my financial stability, Synchrony knew they would leave me unable to payoff the {$18000.00} in purchases that currently have and are accruing deferred interest, before the promotional terms expire, thereby earning them tens of thousands of dollars in interest they would not have gotten had they not done what they did. Issue 3. By denying me the right to make my own credit decisions, as is outlined in Issue 1, Synchrony was setting up the scheme they intended to carryout that's detailed in Issue 2. They've known all along they intended to create this opportunity to fleece as much money as they could from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XX/XX/XXXX we signed the contract with XXXX XXXX to have our sewer system done and the XXXX XXXX offer us a promotion to make installment payment without interest in 25 months with Synchrony Bank on our total loan is {$17000.00}. In the original contract there is no line for the 25 months term, so the technician name XXXX XXXX ( XXXX # XXXX ) crossed out the 605 code on the Promotion Offers and write down the new code of 930, he also crossed out 18 months and write the 25 months above with my initial signatures. We did call the Synchrony Bank to verify our term as well as the monthly payment amount we have to pay in 25 months is {$690.00}. And we will end the payment XX/XX/XXXX I've made payment on time from XX/XX/XXXX to recently. However, on XX/XX/XXXX, the bank suddenly charged us {$5800.00} Interest fee and also the XXXX interest of {$230.00} without any notice. We tried to contact the bank many time and at first they told us to talk with XXXX XXXX, when we called XXXX XXXX, they said they've send the contract to the bank and we - as a client- have to work directly with the bank. We kept calling them back many times and finally talk with the account manager, he told us to fax the copy of the contract to them. After we faxed to them and received a message that they was received the documentation. We called them back to check if they case was processed, but the teller kept told us to wait until 1 or 2 billing cycles. We just want them to confirm that they will correct the term all of them just refused to give us the answer. On XX/XX/XXXX, we called them back and assist to talk with case manager, and he told us that he didn't see the term 25 months on the document he had. I told him if he want us to refax it or how can we show him the correct term but he kept telling us that he didn't see it. I think the bank should have the original copy of the contract to compare with ours. We couldn't made it up, as well as if the term is 18 months, the monthly payment {$690.00} is not correct and make no sense. I'm so disappointed with they way Synchrony Bank works with customer and the way they deal with our problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A