Date Received: 2023-02-09
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: In XX/XX/XXXX, I purchased a machine and Synchrony Bank financed it. I got the machine and worked with the company ( XXXX ) for 2 months, trying to get the machine to work. It never worked. I had rented a studio to start XXXX XXXX and using this machine. I had even scheduled classes to learn how to operate the machine better. I offered to literally drive the machine from TN to XXXX to get it fixed or exchanged. I was told by a supervisor that they would not allow me to do that and that all sales are final. I told him that all sales final was fine, but that I was sold a brand-new machine that did not work and there were laws to protect consumers from that fraud too. After several calls back and forth, it was agreed that I would send the equipment back. They sent a BOL for the machine and a heat press ( which was given as part of a promotional deal ). However, the contract stated that we had to keep the box for the machine, in case it had to be sent back. It didn't state that we needed to keep a pallet. After contacting the trucking company, we were told that we would have to have a pallet and straps, or they could not get the machine. We purchased a pallet and straps ( as we did not have a banding machine to hold the box to the pallet ) so that it could get sent back. We asked the company tech to help us shut down the machine properly so that we could get the machine back. They did not send the paperwork, so we had to drive back to our home to get a printer and the driver had to help with the logistics team to figure out how to get the machine sent back. We were told that the heat press was not of concern as they were not willing to reimburse us for the pallet, or the straps and we told them if they wanted the heat press they would have to pay for that pallet and straps. So, the bill of laden stated both pieces, but one was shipped the beginning of XX/XX/XXXX. As of XX/XX/XXXX, I had filed a dispute with Synchrony bank. I submitted all the paperwork and emails to prove that I had done all that was asked of me and that the company had sent me a machine that was defective and refused to take it back or even repair it, even if I was going to drive it to XXXX at the time. On XX/XX/XXXX, I was notified that Synchrony had favored for XXXX as XXXX had submitted a " professional letter on letterhead '' that said they were repairing the machine and would be sending it back to me at the beginning of XXXX. Synchrony NEVER reached out to me to confirm any of this, they never asked for more information, they just sided with XXXX on the charge and was telling me I had to pay. I called that day and spoke to a lady and explained that I had sent the machine back the beginning of XXXX and they had no intention of sending it to me. We had not agreed on a repair, we agreed on a return. She suggested that I re-dispute the case as the situation had changed in that I didn't even have the machine anymore. I got a message in the message center stating that the re-dispute was opened that same day at XXXXEST ( XX/XX/XXXX ). She suggested that I resubmit all the documents again and I did exactly that, along with explanations and proof of all that I stated. On XX/XX/XXXX, I called Synchrony and asked what the status of my re-dispute was as it had been over 60 days and I needed to get another machine. I had actually planned to use them to get a machine from another company. However, I got a very young and rude girl who said I did not have a re-dispute and I told her that I had a screen shot of the message center when it was confirmed on XX/XX/XXXX. She said she didn't care what I had, but she would open another re dispute, and I asked her to not do that, I asked to speak to a supervisor. It was late and they were getting ready to leave. The supervisor was very short with me and told me I had no re-dispute and I told him, I have a copy of the letter right in front of me... and asked for his supervisor. I could not understand what was so hard about getting this taken care of. I was hung up on, 2 more times. I called the next day and found out that they opened another re-dispute and wiped out the one i had filed in XX/XX/XXXX. I was sick to my stomach. I was like, my timeline had to be followed and by XX/XX/XXXX it would be final. I called back on XX/XX/XXXX and was told by that agent that I had to wait until XX/XX/XXXX to get the final decision, that the deadline was the XXXX. The math made no sense to me, but that is what she kept saying. So, I called back today and spoke with a supervisor named XXXX. She told me that I would have to now wait until XXXX for a final answer on the dispute. She said they had a glitch in their system and that all disputes were lost in XXXX so there was nothing that could be done. I asked how that was fair to me to have this hanging over me still, and I had summited all that documentation and done everything they asked of me. She literally told me that they had very little from me, it was all gone. However, she said, to be honest, if they have a policy that they don't do refunds, we will probably favor for them anyway. I was like, WHAT? You mean they take the machine, I have no merchandise, so now I can't even go to court with them as I have nothing in hand to show it is defective... ..and you are telling me that if they have a no refund policy, you are going to hold me accountable for over {$25000.00} for a piece of equipment you know they have and I don't. She said, yes. We don't really look at the case stuff, we just look at the company 's policy. I was like, hang on, I am a merchant and I sell things and have a no refund policy. But if the client charges something back and it is defective or they sent it back, they have always favored the customer. How can you charge me for a machine that the company stated they got in XXXX, never sent it back, nor can show ANY communication with me from that time to current date, and you are going to make me pay for this equipment. What is the purpose of me disputing with you then, if you are not going to look at the facts? I don't have this machine .... does this company sell things, take them back and then you get the money for this equipment anyway and pay them? Is that not fraud? She said it so matter of fact and implied that I would waste my time submitting things because they were only going to look at the policy of the company, regardless of the machine not being even in my possession for over 4 months now and never being able to be used ONCE! The following files are submitted ( with the short explanation of why these documents ). I have a lot more, but I choice the ones that show the most prevalent things to this situation. I feel that Sychrony is protecting XXXX as they send a lot of business their way. It makes me frustrated and concerned that XXXX is not the only party to this bait and switch fraudulent activity. Synchrony is a large bank with many companies throwing financing at them. I am sure I am not the only that has dealt with this situation, but I may be one of the few that follows up with it to help others in the future, as well as getting this resolved for myself. **the XX/XX/XXXX ( pt 1 and 2 ) request to dispute with a list of all the documents I submitted to back up my case. XXXX cancel = stating that we requested we exchange or get this machine fixed and denied so we canceled classes for the machine. XXXX training stating that I had information and links and such for my machine in my portal. **the portal shot last month, with NOTHING in their ... .as if I had no equipment with this company at all. This just proves my point that was no intention of a repair, or my portal would have my training links and equipment information. There is nothing in there anymore, as you can see. XXXX documentation 1 - shows that at XXXX on XX/XX/XXXX I was noting that I received a notice that my case was closed because XXXX stated that they were repairing the machine and sending it back to me. **Message to Synchrony = message showing that at XXXX on XX/XX/XXXX, I was questioning why they sided with XXXX when I had proven everything I had stated and literally NO one from Synchrony had contacted me about any questions or anything. I had literally submitted information to them the week before that, as I had just submitted the dispute the week before. There was no time to really review anything, and statements made from XXXX did not even MATCH what they were stating. **I called back and found someone at Synchrony that actually was nice and listened. She suggested I re-dispute since XXXX stated they were sending the machine back the beginning of XXXX and it was almost a month later and not one correspondence or anything. I told her they had no intentions of sending the machine back. **BOL - please note that they were requesting the machine AND THE HEAT press because they were not repairing but they were wanting their machines back. **re dispute screen shot - showing that Synchrony did open a re-dispute case with me at XXXX that same day on XX/XX/XXXX. **The bottom of the " professional letter '' from XXXX to Synchrony that stated that they had the machine in their possession They also stated that it was being " repaired '' and the " few conversations from the ticket showing the customer agreed to the repair and is aware this if fully repaired and will have it back the beginning of XXXX. '' However, please note that the conversation on my end is how to I assure this is shut down and packaged properly. On their end, our logistics team will provide the pickup information, here is the RMA and the scheduled pick update. There is NOTHING from either party that used the word repair or even indicated that it would be picked up and when repaired, we will reach out to you .... or we will repair and then call to send back. NOTHING. Again, the BOL was submitted for both the heat press and machine. We would have sent both, but they did not want to pay for packaging, pallet and straps for the heat press. It was worth the cost for that on the machine, and we wanted our money back. But the heat press was damaged and worthless and there was no fee or cost for that machine from XXXX. Even they weren't willing to pay for the extra to get it back to them. XXXX XXXX response to me being so upset. I had called in on the XXXX because i had a credit alert to being over the limit on a card. I knew I was not, so I saw that it was Synchrony reporting and I called. I was in a re dispute and they were reporting me? I talked to a girl there that told that I was not in a dispute but she would file one. I asked her to not do that, as I was in one. But I found out she did and wiped out the old one. **response on XXXX - with regard to getting hung up on and finding out that, as many told me, there was nothing that could be done about the case, it had been resubmitted and it would go from there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
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: Paypal and Paypal Credit are two entities operating under seemingly one banner. Under the surface, they apparently cooperate to collect debt or charge one or the other 's customer accounts but, should Customer Services be needed - such as in settling a dispute- they don't act as though they are able to cooperate at all. I purchased an item with Paypal Credit for {$1500.00} from XXXX XXXX XXXX on XX/XX/2022. When the vendor ( XXXX XXXX XXXX ) told me they did not actually have the item to ship to me, I asked the vendor to cancel my order and refund my Paypal Credit account. The vendor wanted to charge me a " restocking fee '' and would not refund the full amount of my order. I contacted Paypal Credit to dispute the charge with the above mentioned rationale. This is where the issues pertaining to this complaint begin. The Paypal Credit representative disputed the wrong charge - from a totally different vendor- in their system. I found this out a few weeks after the fact when the vendor with legitimate charges contacted me asking why I had disputed the transaction. I reached out to Paypal Credit to get them to fix their mistake and dispute the correct charge. After 3 or 4 separate attempts ( spanning several weeks ) to have Paypal Credit resolve their own mistaken dispute, XXXX XXXX XXXX agreed to refund the entire amount of my purchase without a restocking fee - and they did. After my Paypal Credit account was refunded by the product vendor, Paypal Credit processed the corrected dispute against that vendor and my account received a duplicate refund for {$1500.00}. That was in XXXX. Now it is XXXX and Paypal Credit wants to settle the matter of duplicate refunds- which I agree should be settled. My complaint is that they have pushed the debt to the Paypal side to be settled in cash and now i'm getting collection letters from Paypal. This was never a debit transaction. This was always a credit transaction and Paypal Credit 's mistakes lead to the duplication of refunds for this item. I have been trying to work with Paypal Credit to settle the matter by charging my Credit account but each company keeps pointing their fingers at each other while I continue to get debt collection letters in the mail. Neither entity seems capable of resolving the issue and I am nearly at my wits end with them both.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94597
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am a XXXX XXXX XXXX who was assaulted by a student, and placed on workers comp. I suffered a XXXX and XXXX XXXX XXXX, and the income that I was receiving from workers comp, was nowhere near what my normal salary was. I have now been cleared to go back to work, but in the meantime, synchrony Bank closed all three of my accounts that I had with them for no reason. I was a long-standing customer with synchrony, and had three cards : CareCredit, discount tire, and Sam 's club. This negatively affected my credit score, and when I reached out to synchrony to ask why my accounts were closed, I was notified that I was a " high risk for not paying '' customer. I feel that this is very unjust and very unfair, considering I had made regular on time payments for many years. Synchrony claimed that they mailed me a letter concerning each account, but I never received a single letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Synchrony Bank closed my account stating it was due to the number of credit lines open. Apparently they run soft credit checks even when your balance is zero and you have not requested any credit. I had received an offer of 12 months no interest. I paid the entire balance off within the 12 months and currently had a zero balance when I received the alarming email saying they were closing my account. I had not asked for any credit so there was no reason to run a soft credit check. I work in customer service and finance so I called them to ask for some assistance. I spoke to three supervisors all of which repeated the same scripted response the company has set forth for them to provide. None wanted to look into the matter further or even look at the fact that I was a good customer and had not asked for any recent credit. While it may be in the fine print, it is a violation to run soft checks without the knowledge of the customer especially when the customer is not asking for any credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68123
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I called and ask when my card would cycle for the month and the guy said on the XXXX. I told him I was trying to avoid putting to much on that months purchases so I could avoid finance charges. I also told him I want the payment date moved until the XXXX of the month and he tells me he can only can make it the XXXX of the month. He said don't worry it will not effect this months cycle and the card will still cycle on the XXXX. Pending charges have now been applied as they changed the cycle date after they said that it would not effect the cycle date. I call to complain about it and spoke to a so called manager and he said I can ask to put it back to the way it was but that will take 30 days. It only took someone 30 seconds to lie and XXXX up this account making my next months bill out of reach to avoid interest. I know complaining here is actually a waste of time as the CFPB does nothing but make up a data based on consumers complaints, So when does the government step up and do something? I guess this will also be filed with the Indiana Attorney General after the reply from Synchrony Bank which will continue to abuse their customers and do nothing to correct their inability to do what they say!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Care credit pulled my credit report without my consent. I pay my bill every month, and had a XXXX credit limit with XXXX available credit. After they pulled my credit report without my consent, they decided to lower my credit limit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My XXXX card was hacked XXXX. Because XXXX allowed it to happen now Im a victim of fraud. They hacked in to my phone apps and charged {$10000.00} or maybe more. They hacked in to my XXXX account, XXXX account, After pay account, XXXX account, XXXX XXXX account, XXXX XXXX account and credit card, Synchrony credit card. Its still going on because my phone is not working correctly it keeps saying I have no internet connection, my calls keep dropping. I dont even feel safe to even use or talk on the phone. I was also using my phone as a hot spot to use my other phone and by me doing that they hacked in to that phone as well. This is a very urgent matter, this is stressing me out affecting my health and Im already XXXXXXXX XXXX XXXXXXXX XXXX XXXX. I have made a police report and it should be ready to pick up within 24-48 hours. Please give me a call asap. I will be taken further action with maybe a lawyer because my information was leak since XXXX while I was at work my phone just stopped working. I lost money because I had to leave work and Im losing money because of the hack. Im losing sleep and feeling very sick. Im stressed out. My balance needs to be resolved and turn back to {$0.00} I did not make almost {$3000.00} in purchases. This is going to effect me from buying a home. This needs to be taken serious and when I call in to speak to your agents they are extremely rude and give me a hard time like Im lying I been with Synchorny for awhile now I dont deserve to be treated this way. This needs to be investigated and find out who do this. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: In 2019, a check was sent on my behalf to amazon/synchrony bank . This check was cashed, but i was never given credit for payment. The debt was sold the following year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21213
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I used my PayPal credit account to send money to a XXXX page that was asking for money to help pay for my brother 's funeral. The individual who set up this page was one of my brother 's good friends who lived with him. She asked if she could plan my brother 's funeral and my mom and I agreed since we lived a great distance from my brother. As it turned out, this girl never paid for any of my brother 's expenses and took the funds for herself. I paid {$210.00} to XXXX on XX/XX/2022. When I discovered what my brother 's friend was doing, I contacted XXXX fraud unit to not only get a refund, but also to shut down the XXXX page. XXXX recredited my PayPal account for the {$210.00} on XX/XX/2022. But now PayPal has put a credit limitation on my account saying that I owe them an additional {$210.00} because for some reason they are telling me they are out {$210.00} and that I need to give back {$210.00} to take off the credit limitation. So in other words, I have to pay PayPal for a service or item I never received and was refunded. I've been debating this with PayPal for months and they insist that I still owe them {$210.00} ... for what???
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95503
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have been charged with very high interest and my credit line was reduced. My balance went from {$3000.00} to {$5200.00} I pay every month yet the company keeps reporting delinquent on my credit reporting which significantly reduced my credit score. They company have reduced my credit limit from {$9000.00} to {$5100.00} which makes my utilization insanely high. I have tried to contact the company on XX/XX/2023 and was put on hold then the phone cut off. I called back the same day and the same thing happened. I am always receiving phone calls threatening me with collection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98188
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A