Date Received: 2023-03-31
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I wish I didn't have to file this complaint. However, I am at a loss when it comes to synchrony. I'm a victim of identity theft ; I had an individual completely take over my checking accounts during the holiday. I notified Synchrony 's customer service department on several occasions. Unfortunately, I never received the help in which I requested. I let them know that I was working on getting this resolved ASAP. Because I utilized my checking account previously to pay my SAMS CLUB/ SYNCHRONY account, all of my other financial institutions made arrangements to assist me. From my personal experience, it appears that synchrony punishes customers for being victims of identity theft. I received absolutely XXXX assistance ; I also notified several managers that I was having a hard time on the app removing my checking account that had been compromised as I could no longer use this account to fund my synchrony account. When I initially tried to remove the account, it said it was removed as a funding source, only to find out later that it was not. Identity theft, unfortunately, isn't remedied overnight. Based on Synchrony 's practices, they come off as very insensitive. I requested that my account be reopened as I found it unfair that it would be closed simply because I was a victim. I asked for help or other alternatives while waiting for my bank to investigate the account. We are a military family. We work very hard for everything that we have. I would appreciate it if Synchrony would show goodwill and reopen my account. For some reason, I also have a 30-day late which I don't understand, and I'm asking that the late payment be removed. I tried my best to be proactive and to get ahead of the situation. This did take place during the holiday. It took nearly until the beginning of XXXX for everything to be sorted out with my funding bank. The result was that I had to open a new checking account. This was for my protection. I want to think that Synchrony bank cares. I was asked to provide a letter stating that my identity being stolen was the reason my payments were returned. The issue with that, Is according to my institution. They can not free-hand letters ; they have to send out templates based on the situation. I asked if you guys would take a police report I was told no. This is entirely unfair. I aim to re-establish and maintain a great relationship with synchrony ; please help me with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38002
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have some fraudulent inquiries on my credit reports XXXX, XXXX XXXX XXXX. For XXXX the following fraudulent inquiries are : XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX For XXXX the following fraudulent inquiries are : XXXX XXXX XXXX XXXXXX/XX/XXXX, XXXX XX/XX/XXXX, SYNCB/AMAZON XXXX XX/XX/XXXX, XXXX - XXXX SXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX For XXXX the following fraudulent inquiries are : XXXX XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33409
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am writing in regarding the unfair and deceptive practices Synchrony Bank used on me. This is regarding the accounts I had with them where I reported the card stolen. In my personal experience with Synchrony Bank 's practices makes me wonder what the truth is that I'm being told. It also makes me question what ever this bank sends me in writing if I should question if this is the truth I'm being told or if this would be a lie. I've learned the hard way letters, documents, bank statements don't mean anything for proof. It's just like junk mail it means nothing for a consumer 's protection. The first store card nightmare experience that is still ongoing is with XXXX XXXX. Back in XX/XX/XXXX the XXXX XXXX credit card was pd in full and paid off. Since I was never given any statements for this account I would always have to call in to check on the account transactions, etc. I also was not able to set up a online account where I could see my account online. All I would get was error messages. When I had to report my card being stolen by one of the store employees. I was assured I wouldn't be held reliable for all the charges that was put through on my account. Even on the document that is attached to your new card that is mailed out to consumers even stated " For your protection, your account has {$0.00} fraud liability. '' This in my own experience is 100 % false and misleading. I received some letters from Synchrony Bank regarding the outcome of their investigation back in XXXX. I didn't think anything about the typos that was put on these letters then. Now to have these be used against me from another company 's collection agency trying to recollect on a card that I reported stolen to Synchrony Bank. I was completely blindsided on this latest deceptive move regarding Synchrony Bank. I was under the impression that the advertised {$0.00} Fraud Liability and the written letters, emails, 1099C ( that I received this year while I'm being sued for this ) was my proof. I also have phone recordings where I am still able to call in and access this card account after putting in my account number ( this is both saying the account number into the phone and also punching the account numbers in the phone. If this account wasn't active I wouldn't be able to get into my account over the phone like I always did before this happened. In these recordings it gives choices ( after you put in your account number, where it states to bring up your account ) to make a dispute or check status of a existing dispute, to make a payment, to check on your 1099c tax form. According to the collection agency that filed a lawsuit against me on this alleged account their client bought from Synchrony Bank, that all letters, documents, all correspondence I had with Synchrony bank including all the letters I wrote are now alleged as not received and never was sent out according to what they said Synchrony Bank claims. This collection agency never contacted me, their " alleged '' client never contacted me regarding this matter. The only contact I received is from is the courts. This debt wasn't even attempted to be validated until after the lawsuit was already filed. No proof was provided to back their claims or anything. Due to my rights being violated, along with the Fair Debt Collect Act, the Fair Credit Reporting Act, etc never being followed I am now forced into paying someone else 's purchases. How is this a trustworthy bank? The second store card nightmare is regarding the XXXX XXXX XXXXXXXX credit card. I filed a complaint to your office regarding this matter clear back in XXXX. The case number is XXXX. The reason I'm bringing this back to light is because of a letter I received from Synchrony Bank regarding the dispute of this stolen card. This new letter undermines what the written response was to the original complaint I filed with your office. It also goes onto state Synchrony Bank identified an error in the resolution of your prior dispute initiated on XX/XX/XXXX. This account was already closed as of the complaint I filed with you back in XXXX. The only account that had a dispute initiated around this time was XXXX XXXX not XXXX 's XXXX. As of this date of this complaint being filed no check has been issued since this account was closed. The third store card nightmare that is ongoing is with the XXXX credit card. Since this card was also reported stolen by a store employee. Again I was assured I wouldn't be held reliable for these purchases. Synchrony Bank took legal action against me to try to collect on the purchases that was made when the card was reported stolen. Since I filed a counterclaim against them regarding this I never heard anything more after the lawsuit was dropped until this year. I received a 1099c tax document from Synchrony Bank that was enclosed in with the 1099c tax document for XXXX XXXX store card. I'm leery on what to do with these tax documents since Synchrony Bank has a history of denying sending out certain letters or documents to their liking. According to the collect agency regarding the XXXX XXXX matter, they claim that Synchrony Bank told them that they never mailed me out " Any '' 1099c tax documents. If this is the case where did the tax id numbers come from? Lately with the experience I've been dealing with on the deceiving and dishonest practices, is Synchrony Bank going to wait another over 5 years to claim they made more errors, but never follow through with anything? More rights need to be given to consumers regarding these unfair and deceptive practices being used against consumers. Letters, documents, bank statements, emails, etc that is given to consumers should have more legal weight of proof for consumers. Not having a unfair and deceptive company claiming these documents are not theirs and the consumer has no way of fairly backing up these claims. Which in return makes the broken legal system even more unfairly one-sided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: As of XX/XX/2023 Ive notice this fraudulent account SYNCHRONY BANK XXXX Amount owed XXXX $ this is a list below of fraudulent inquiries below XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I opened a Care Credit card account with Synchrony Bank in XX/XX/XXXX to finance a medical procedure, XXXX XXXX XXXX. I paid on time, more than monthly minimum of {$110.00}, using Autopay for XXXX transactions. I chose to pay {$75.00} on a weekly schedule. The Autopay schedule ended after my XX/XX/XXXX payment, unbeknownst to me. Two payments ( XX/XX/XXXX and XX/XX/XXXX ) did not go through, apparently, and I received a letter in the mail dated XX/XX/XXXX that explained as much - " due to number of dishonored payments on this account '', Synchrony has decided to close your account. I immediately went to check my account online and saw that the AutoPay schedule had expired and I was indeed two payments ( two weeks ) unpaid. I paid {$150.00} to catch up and reactivated the AutoPay schedule, which only goes out XXXX transactions. I should be paid off the account by XXXX this year but I couldn't schedule out that far when I first initiated the AutoPay schedule. I checked my credit report and noticed that the closure was present and my score suffered due to the decrease in credit available. Because of the late hour, I reached out through Synchrony 's site to text an agent. I wanted to get this resolved as soon as possible. I've been working on building my credit for over a year and had no idea that in two measly weeks so much damage could occur. There were two agents that assisted me, one a supervisor who I was transferred to after requesting to speak to someone else. They both, never rude and quite professional, said there was nothing they could do. Once closed, the account could not be opened. I argued that my account was wrongly closed. They stated that they could " close any account for any reason ''. The first agent told me not to worry that they had sent a message to the credit bureau to not rate me negatively, advising me to simply apply for another card and that I would be approved quickly and that my credit limit would be restored with no problem. Everything seemed so strange, do banks actually work this way? Why could they not restore my account that they so brashly closed? If I apply for another credit card, I get dinged. And what if they don't approve me? Why didn't I receive notification about my missed payments. I'm signed up to receive them. The supervisor said both payments were returned and that a letter was sent to me about this. I did not receive these letters. Also, my bank statements do not support these claims because 1. The sole account that I use for AutoPay was above {$200.00} for all of XXXX - there is no reason for their to be a returned payment on two {$75.00} transactions ; and 2. There were no NSF fees or notifications from my bank. Now, I don't trust Synchrony and question their integrity and whether what they suggested for me will legitimately remedy my situation. I feel insecure as their customer, it seems that they have unverified versions of the truth and have shady practices. And, now I have to pay off an erroneously closed account. I am so concerned about my credit because I am in the process of trying to better my standing in order to get an apartment -- - and this incident could not be more inconvenient. What's more is that the letter says the decision was based on review of my account... but review of my account would show that out of 32 on-time payments, only 2 failed to go through due to the AutoPay schedule expiring. I feel that they did not review my account fairly. I feel that they do not value me as a customer. I've actually paid {$300.00} a month for several months although the minimum is {$110.00}. Even the extra payments did not account for anything. I request that my account be reopened due to egregious and unjust action done on the part of Synchrony Bank. I've attached : ( 1 ) the Synchrony webchat between me and the two agents ( 2 ) the letter I received in the mail about this account closure which I find amazingly abrupt - mind you, I missed the XX/XX/XXXX payment and the closure letter was dated XX/XX/XXXX!!!!! ( 3 ) my bank transaction statement to show the balance of my account would not return {$150.00} worth of charges at ANY TIME in XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I applied for the XXXX XXXX XXXX XXXX on XX/XX/2023. I have not used the credit card and I got my first statement with a XXXX $ charge. I thought someone has misused my credit card and went in to check my statement and found an annual fee charged. The problem is that I have not seen any mentioning of an annual fee from the ad I received. There is a button on the ad to click apply, and it takes me straight to the application page without any mentioning of the annual fee. I called the card customer service on XX/XX/2023, and the call rep said she will check w her manager whether they can waive the fee for me. I didn't hear back at all, so I went back to check my card account online and saw the fee still there. I called again on XX/XX/2023, and explained that because I didn't see any mentioning of the annual fee on the ad, I request for a fee waiver but was declined. I think this is very unfair to a credit card consumer because the most important features of the card should be on the ad. At least take me through a page where it shows the annual fee before directing me to the application form. But it did not. And the call center does not budge at all and said the fee is in the terms and conditions. I strongly believe a credit card ad should have the most important things advertised and not be surprised. You can not rely on a consumer to click into the terms and conditions to learn about a hidden annual charge. I am sure a lot of other consumers have fallen into this trap, and hence my complaint here. I've attached the ad here, and the page once I clicked on " apply now ''. As you can see, this 2 step process has no mentioning of the annual fee at all, but relying on the consumer to click into the terms and conditions to learn about the annual fee is absolutely unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91107
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: i never did business with this company and furnishing false reports about me and they violated my right to privacy Your company shared statements as evidence and a copy of a consumer contract as evidence of the debt, but as per judgement with Pacific Concrete F.C.U vs. Kaunanoe, a copy of the consumer contract is not sufficient evidence of the debt. I demand you have original signed documentation of the alleged contract or signed credit card statements you also need, and competent fact witness to attest to the validity of the alleged debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
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: COMPLAINT ID PRIMARY CONSUMER PRODUCT AND ISSUE CONSUMER-IDENTIFIED COMPANY SUBMITTED STATUS XXXX Im not giving up! This was my previous complaint, and I am not satisfied with the decision. Again XXXX checked what was delivered! I, as a consumer provided picture of the empty envelope ( usps can prove what was delivered ) the seller provided tracking number and status of the delivery. I dont understand why decision in in seller favor!!!? Dont support scammers! Im going to pay the balance, and they will continue doing this. Do you thing this i ls right. SHAME!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Synchrony has started random credit checks on open accounts again, similar to the practice they did in 2008. Based on the information they receive, regardless of payment history, they lower your credit limit to just above your current balance. In one case within the last month, they lowered a credit card line of credit from {$12000.00} to approximately {$5000.00}, just above the current balance. Aside from plans I had to use this card, this significantly changes your available credit to debt ratio which impacts your credit score greatly. Along with this, they send you an email with a link to read said letter about the action they have taken, however the link does not work and produces an the following error message - Invalid or Unknown Request Solicitud no vlida o desconocida The only way to learn what the letter says is to call them and their customer service person will read you the letter over the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I sent XXXX XXXX asking them the verification & validation letter. I only received a verification letter. They didn't send me all the information that I requested. After looking at what they sent I realized the amounts is different on the last statement they sent from XXXX vs what XXXX has listed. The information don't match & is inaccurate. The last statement say new balance {$480.00} previous balance {$470.00} vs what they say is {$450.00}. I sent them a letter asking for all billing statements & the original contract with my signature. I didn't receive it only one statement. I will include the letter I sent along with what they sent me. The {$450.00} is also being reported on my credit. I want to know how they come up with this amount vs what the statement say. There is no proof of how they came up with this amount im sure that's a violation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A