Date Received: 2023-06-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: There are two hard inquiries on my report from synchrony bank. SYNCHRONY FINANCIAL Inquiry : XX/XX/XXXXXXXX SYNCHRONY FINANCIAL Inquiry : XXXX XXXX, XXXX Both of these should have been a soft pull for pre-qualify for an account. And the hard pull would be if I accepted the offer. That is not the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This complaint regards my XXXX store card with Synchrony Bank XXXX Synchrony Financial. I have tried for months to request that Synchrony correct their records such that my legla name be correctly represented in their systems ( and statements, and resulting reporting to credit bureaus ). I have called Synchrony dozens of times and spoken with Synchrony representatives at length for hours in my effort to support a resolution. I have faxed documents to Synchrony repeatedly. I have also mailed written requests and also ( as recommended by some Account Managers ) used their online web portal to submit documents clearly demonstrating my legal name ( including government-issued photo ID ). I have also explained at length a means to resolve the process gaps, operational gaps, compliance failures, false statements, and personal biases Synchrony 's representatives have demonstrated in my many, many interactions with them. Synchrony 's continued failure to correct its records ( and their repeated failure to either fully read my request or otherwise failure to accurately and effectively internally relay my request -- as they demonstrate by repeatedly responding to requests I haven't made rather than the one I have consistently attempted to have completed ) continues to result in problems for me and those that depend on me. In these months this much is clear : 1 ) Synchrony 's first line of support ( ostensibly provided by overseas team ( s ) /providers ) demonstrates either poor listening comprehension or inadequate training and representative support to allow for careful listening, documentation, and coherent response. Many of these first-line support representatives make false statements including false commitments regarding turnaround times and certainty about resolution. Some of them readily impose their own personal values and clearly exhibit biases, even as far as hanging up rather than support a request of a person whose life and needs do not match their own preferences. This is one of many ultimately unlawful areas of discrimination ( per U.S. law ) clearly reflected in a small number of m many exchanges with Synchrony. 2 ) Synchrony is disorganized in its handling of these requests. Despite dozens of documented calls, I often repeated my request in full detail including clarifications and the work of walking representatives through many things in which ( it seems ) they haven't been trained despite their important role in Synchrony 's compliance under the law and its nominal commitment to customer *support* 3 ) Even the Supervisors/ " Account Managers '' ( ostensibly in the U.S. ) lack the tooling and document/information integrity to access and reflect the history, gist, or details of customer requests over time. I learned that documents I provided multiple times were either confirmed received then later apparently disappeared -- or were never confirmed received. I have yet to come across anyone at Synchrony who identifies any accountability mechanism or these kinds of process failures -- it seems these teams are not resourced with and trained for the kind of organizational evolution that supports collective awareness and timely resolution of structural problems within Synchrony. While I have received multiple mailings ( physical mail ) and responses through Synchrony 's online web portal, I have yet to have a conversation with someone who has both the authority to fix the issue and the inclination to simply talk with me for a clear expression of the issue, the proposed fix, and the deep Synchrony problems reflected in my interactions with at least 4 different groups within Synchrony.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: XXXX XXXX, operated by synchrony bank, sends payment confirmations to their users, then their system rejects the attempted payment and they did not properly inform me that they attempted payment did not go through. Then when you call them about the issue, their agents lie to you about removing inaccurate charges on your account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I went to Walgreens to make a purchase. I have used Walgreens points cards in the past but hadn't been to Walgreens for a while in person. When I got to the checkout line, the cashier pointed to a sheet that said {$50.00} off purchase, and I asked him if this was the points card, and he said yes. There was no mention of XXXX, and the very tiny picture depicted the Walgreens name prominently, and now that I know what this is, it probably had the XXXX circles symbol much smaller without any lettering indicating " XXXX. '' I don't have a XXXX, so while I have seen that symbol, it's not really on my mind. There was no mention of interest or XXXX They had my information except for my old address, and I provided my new address, and only at the end of this process they asked for my SSN, which clued me into this maybe being a credit card, but when I asked the cashier said it was the points card. With so many in line after me, and against my better judgment, I just provided it, and only then I got a tiny receipt with the interest and XXXX in teeny tiny print. I didn't even get a receipt for my purchase which they said would only be sent by phone, and I didn't even get the {$50.00} off as promised. The only receipt I received at the store is the tiny receipt for the credit card approval, which I received only at the very end of the transaction. I have to make future purchases to get that. I asked for the manager, who only sympathized with me and told me I had to call. I called Walgreens when I got home, and they forwarded my call to Synchrony Bank. I explained what happened and that I felt it was deceptive. They don't really care. Then, I asked Synchrony to cancel the card, and I have to wait 48 hours and call again to pay the bill, or I'll start racking up interest. The card is canceled, but I have to take my time to make sure I remember to pay that bill, but the matter is not fixed because I can't ever take away the fact that I applied for credit not understanding what I was doing until the very end. If I forget to pay that bill, I'll have the interest to pay. I only wanted to pay for my items and get my updated Walgreens points card. I never wanted a new credit card. Also, they're going to do this very same thing to other people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Tried by company several times no statements ever sent went back to furniture store to tell them they couldnt find my account called again girl on phone couldnt find account and then it appeared on credit bureau as defaulted and I tried to clear it up for over 2 years
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44870
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My van was being worked on at XXXX XXXX XXXX XXXX, FL. They are listed as a partner that accepts Synchrony XXXX Care Credit Card on Synchronys website. I also called Synchrony to confirm that they are a partner and that I could pay for my service bill using this card. I was told yes ; I would be provided with a 16-digit account number and they could key the number in. I applied on XX/XX/2023 and was approved for a {$2000.00} limit. Imagine my surprise and utter embarrassment when I tried to pick up my van on XX/XX/2023 and my card was declined. I called Synchrony. The first lady I spoke with said that the account was too new. Then she said she needed to speak with the merchant and wanted them to call a 1-800 number. Then she said I could just hand them the phone. So, I did. Now I have the business office of a very busy dealership talking to customer service. The Synchrony representative was repeatedly asking for the merchants name and to spell the dealership name. The business manager provided all requested information. The business manager handed me back the phone because Synchronys representative put her on hold. When I said hello, there was a different representative on the line. This representative wanted to know what Point of Sale the office was using. So, I waited in line a second time. There were five people in line in front of me. When it's finally my turn, the Synchrony rep said she could get a supervisor on the line. So back on hold I go. I get out of line again. Now I've been trying to pay for an hour. I finally get on the line with a supervisor, and he says that XXXX XXXX is indeed listed on the website as a partner, but they don't actually accept the card. I asked him how that was possible and stated that was fraud. He basically said sorry and that there was nothing he could do. The supervisor then disconnected the call. I had to pay {$4000.00} out of pocket to get my van to go home. I messaged customer service the evening of XX/XX/2023 and received a form response on XX/XX/2023. I replied immediately and received a response on XX/XX/2023 stating that I needed to call. I spoke with customer service again on XX/XX/2023. The supervisor I spoke with this time says that XXXX is a vendor, but the card was too new to use. The supervisor was unsure why the card would have been declined. Im being told multiple reasons that the card was declined. None of them were my fault. I was assured that I could bring in the 16-digit card number and two forms of ID to use the account. This information was also listed on the confirmation I received from Synchrony when I opened the account. The confirmation has my account number, reference number, expiration date, CVV2 number and my credit limit. It says : SHOP IN-STORE NOW Print this page and bring it along with two forms of identification to shop in a store today. This is absolute fraud and false advertising. I am working incredibly hard to get my credit score higher. I opened a brand new credit card that I was unable to use, even though I was assured that I could. My credit has taken a hit. If I had known that I could not use this card, I could have opened an account with some kind of promotional incentive to break up these payments. Now I'm left paying an extraordinarily high interest rate AND my credit score can't afford to apply for or open an additional account. I opened this card for the sole purpose of breaking up the payments for this auto service bill. I was told that I could use the account at the dealership. The card was declined for absolutely no valid reason and I was unable to use the card. Synchrony is unwilling to transfer the amount to the card to use it as intended. And Synchrony is unwilling to close the account AND correct my information with the credit bureaus. The response I have received from Synchrony is basically too bad.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32566
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX, 2023, I opened an IRA CD with Synchrony Bank using a rollover. Not realizing that the " single '' rollover rule applied, I sent 2 checks. The first check was deposited but the second check was deposited into Synchrony Bank but not applied to the new IRA CD. I have repeatably requested that the second check amount of {$30000.00} be returned. The bank has not done anything to get my money back. I have received no correspondence regarding this money. I have emailed XXXX XXXX a SVP at the bank twice but still no money. I believe that the bank has engaged in a float of my funds. They deposited my check on XX/XX/XXXX, even though it was never applied to my account. They wrote me a letter dated XX/XX/XXXX and mailed it to me. I received it just a few days ago, but it contained no information as to how and when the refund would happen. In fact, if they had reached out to me by phone or email, I would have told them to put the {$30000.00} in a regular CD.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24073
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: i logged into my Lowes credit card account on XX/XX/2023 to see when and if a payment was due on my account. It was paid in full until recently and was not sure if the few purchases I made were due in XXXX. I was leaving for a trip to NY to deliver my recently deceased spouses ashes to his sister for a final resting place. At that time there was XXXX {$0.00} due and no due date reflected so it wasn't until I returned home and logged into my account to see when the next due date was and what was my available credit limit and found that Lowes/Synchrony Bank is now claiming that my payment is past due! In addition they lowered my credit limit and I was never late any time before. I received no warning of anything due or past due nor was I informed of a credit line decrease. I planned on using my credit card to purchase a new electric water heater as my gas one has become a safety issue and now I am unable to do that. In addition, I contacted XXXX by phone and was outsourced to someone who could not understand me and was of no help. I explained that no payment was due when I accessed my account on XX/XX/XXXX and how could I be past due if no payment was due in XXXX? I also wrote an email to corporate and have had no response. We have a military veterans account and for XXXX to do this is wrong and unfair and people need to be aware of tricky billing and unfair credit line reductions. They also send me daily texts saying to pay at once even though i told them on the phone it would be paid by the XX/XX/2023 2023
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX, I initiated an electronic payment from my bank ( XXXX XXXX ) to Synchrony Bank/Care Credit to make a payment that was due on XX/XX/XXXX. In the normal course of business, an electronic transfer should take no more than 24 hours to arrive at the destination. Based upon that, the arrival would have been on XX/XX/XXXX in advance of the due date. Synchrony failed to credit my account under the claim that they " do not credit accounts over the weekend '', I find this hard to believe and laughable as while they may not have been open to credit my account, they were open enough to assess a late fee. Additionally, the lender claimed that the delay in posting is something that they disclose in the terms and conditions ... as if disclosing unethical behavior somehow makes their behavior somehow ethical and acceptable. I urge this bureau to fully investigate them and correlate this behavior with other complaints and fines levied against this institution. It appears that {$250.00} million in fines is not having the desired effect as corrective action and more significant action be taking in an effort to correct their behavior. Finally, I would like to add my commentary to the request for comment on the Reg Z changes recently published : Banks should not and must not be allowed to make more money in fee income than from their interest rates that they charge. The level of fees banks are near usurious and the regulatory agencies have stood by far too long and not acting in the best interest of the People.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I got a letter from synchrony saying they need more info. I never filled out for XXXX XXXX. This is fraud!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77044
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A