Date Received: 2022-08-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: This dispute is in regard to Synchrony Bank, who is a creditor providing an account through XXXX XXXX. We purchased furniture on credit in XXXX which was originally promised to arrive by XXXX or XXXX of XXXX. We never received the furniture at that time, or at any time during XXXX. When consulting with the merchant in late XXXX and early XXXX we were told we were never going to receive the furniture EVER. I then filed a chargeback dispute letter with Synchrony Bank ( per their instructions ) and sent it to the mailing address provided. I have a scanned copy of this letter as evidence. Note that this was the ONLY option they provided to file a chargeback dispute - there was no online portal or customer service phone number. This letter was signed and sent on XX/XX/XXXX. In XXXX of XXXX we began receiving collections calls on the account. We explained that the account was in dispute and that, according to the bank 's policy ( as stated in writing on their dispute letter ), we were not required to submit any payments during the dispute period. Nor would we be charged interest or late fees. In these phone calls it was implied that the dispute had been resolved in XXXX or XX/XX/XXXX ( the dates seem to vary depending on which agent we speak to ), but WE WERE NEVER NOTIFIED. I have tried to explain that the dispute had not been resolved and we were not notified and that we were still wanting to move forward with the dispute, but the bank has been completely inflexible and continues to make collections calls ( bordering on harassment ). The employees on these recorded phone calls have all told us that they have fixed the issue, notated this on our account, and promised that the dispute has been re-initiated. However, the collections calls continue. On XX/XX/XXXX, fearing the bank would unfairly and abusively report a late payment on my credit report, we made a payment in good faith following a call with an agent of the bank who again reassured us that there would be no report of late payments and that the dispute was ongoing. The bank has still elected to report a XXXX day late payment despite our consistent and ongoing efforts to vocalize our concerns over the unresolved dispute with not receiving the purchased goods. In short, the bank has acted unilaterally and in bad faith and now my credit score is suffering. We have tried relentlessly to find a mutually agreeable path forward, with numerous calls on record, but the bank refuses to acknowledge their mistake and the damage their actions have incurred without basis on my credit. I am forced to report this to the CFPB because I have no other course of action at my disposal. The bank now refuses to take our phone calls and will not cooperate in managing this dispute going forward. They also refuse to take responsibility for their actions and will not help us rectify or amicably resolve this matter. We are worried this will continue to damage our credit unfairly and also will happen to other unsuspecting customers. Synchrony is engaging in abusive and damaging business practices and must be brought to task for their mistakes. During our latest conversation with XXXX ( employee number XXXX ), we were told that she won't research the bank 's errors and after promising to transfer us to a different agent, put us on hold for XXXX minutes before disconnecting the call. This is not the first time we have been hung up on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I had ( cancelled it due to so many payment problems ) an Amazon credit card through Synchrony Bank. My billing cycle runs for example : XX/XX/XXXX through XX/XX/XXXX. After the XXXX is past the XXXX cycle payment time period. Any payment I send AFTER THE XXXX of any given month should automatically be applied to the next month NOT locked onto the prior month of XXXX as a late payment. Synchrony is now demanding of me a SECOND MONTHLY PAYMENT FOR XXXX SINCE my payment WAS SENT EARLY ON THE LAST DAY OF XX/XX/XXXX for the month of XXXX! They are threatening me with late fees and other penalties if I do not send in another payment! I do not have any more money to send to them for XXXX. I am XXXX! I am living on XXXX! I tried to get the early payment moved and applied to XXXX since that is exactly what it was sent in for was XXXX payment NOT XXXX! This banking conduct is CONSUMER FRAUD and destroys consumers credit because the bank illegally penalizes the consumer for making early payments! Forcing more than one monthly payment is extortion! If Synchrony buries me under illegal penalities and fees I will NOT be able to pay them OFF! ALL BECAUSE I SENT MY PAYMENT IN EARLY!!!!!!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: When first fraud charge comes, I had to call the creditor to report fraud activity even XXXXXXXX XXXX XXXX XXXX XXXX makes this incredibly inconvenience of having to call them repeatedly. When account was closed and new credit card number was sent. I thought that was it then second fraud charge from same merchant comes, I called them again because their live chat won't help, just keep asking XXXX person to call them again. I told them again of everything. Account closed and new credit card number sent once again and third time, I'm still seeing fraud charge from XXXX. I explained everything to live chat and live chat is still asking me to call them again to no solutions end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: SYNCB/ASHLEY HOMESTORE Balance updated XX/XX/2022 This account should be removed completely from my Credit Report...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I just found out that a company by the name of card security had charged my account over XXXX dollars worth of fees for some type of balance protection. I never signed up for this service. Apparently they're saying that I agreed to pay for this when I signed up for my credit card account online which I'm pretty sure I did not. Since my account is paperless and I have it on auto pay I never felt like I needed to look at my statement. I have called the company twice and I keep being told that they're gon na escalate my case and no one ever gets back in touch with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX, I received an email from JCPenney, asking if I had made a purchase of {$2700.00} from their location XXXX XXXXXXXX, XXXX XXXX, TX. I indicated that I didn't recognize that transaction per their email sent and I also called. They indicated they would be closing that card and I would receive a new card. On XX/XX/XXXX, I received another email for another transaction for {$200.00} from the same location, I followed same steps as above. On XX/XX/XXXX, I received another email for a total of three transactions : XXXX XXXX {$1700.00} ; XXXX XXXX {$4800.00} and XXXX XXXX {$6900.00}. I called again and let them know that was not and that my credit limit was only {$2400.00} and asked how these transactions continued to go through, they told me that there had been a credit limit increase request and it was approved for {$6900.00}. These charges were on cards that I had even yet to receive in the mail. How can they increase the credit limit without speaking me?? or calling to verify? what controls do they have in place to check to make sure it's the actual customer? I've made multiple calls to JCP, they continue to indicate they are working on it but the conversations do not sound promising, I've cried on the phone begged for help because I am now receiving billing statements. I have a statement from XX/XX/XXXX indicating I owe, {$6100.00} with a payment due of {$62.00} on XX/XX/XXXX. I am extremely worried and concerned this is going to impact my credit and credit score, with the increase I didn't ask for, I've asked them to close ALL accounts. Please help me resolve as soon as possible. You would be able to see from my credit history with JCPenney, that I don't use my card but maybe once a year during the holidays, and never for those large sums of money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76021
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: In XXXX of XXXX I got XXXX XXXXXXXX with the XXXX XXXX ( XXXX XXXX XXXX ). Prior to the XXXX I attempted to place the {$4000.00} charge on my XXXX. The finance manager insisted that I use Care Credit instead, as there would be no interest charged. He claimed that the automatic payments would be for two years and then I would be done, no interest. Fast forward two years, and I have not missed a single payment, and in fact, I have occasionally paid a larger than required monthly payment in hopes of paying off the balance prior to the 2 year period. I still see charges to my bank balance after 2 years and so I check my Care credit account and see that I owe a whopping {$3400.00}. I call Care Credit customer service and the agent explained to me that the account should have been set up for " equal payments '' not " no interest/deferred interest '' by XXXX XXXX XXXX My question to her then is, how should I know that? I did not set up the promotion account, the finance manager at XXXX XXXX set up the account, and he was actually acting on behalf of Care Credit/ Synchrony Bank when he set up the account promotion for automatic payments. I reasonably assumed that he knew what he was doing. He was the one who pushed Care Credit as payment option onto me, with the lure of no interest, I wanted to do XXXX. The agent at Care Credit, reiterated that she could not do anything about this and essentially I am stuck with the bill, even after inadvertently admitting that this was not my fault. Apart from the misrepresentations made to me to use Care Credit, here is what is even more troubling about their business practice ; When I made bigger monthly payments of {$500.00} to " chunk down '' my bill, in hopes of paying it off sooner than the 2 years, their payment system automatically recalculated my remaining monthly automatic payment to a lower amount, to ensure that there would be an outstanding balance at the end of the 2 year " no interest period '' as long as my account remained on auto pay. This I find misleading and fraudulent, because the account was supposedly set up to pay off automatically in 2 years, with no interest. I spoke to several account managers at Care Credit who claim that they could do nothing to help, except refer my case to customer relations. Account manager " XXXX '' was extremely callus, insensitive and abrasive to my situation. Do note that the cost of the XXXX XXXXXXXX was {$4000.00}. Care Credit has tacked on additional {$2300.00} in interest. which is over 58 % How is this even legal? How is this not XXXX? I would like for Care Credit/Synchrony Bank to remove this interest penalty from my account and revise their payment system and also train the people that market their products to unsuspecting customers on how to set up the accounts properly. While I strongly suspect that the system is set up this way to intentionally take advantage of the American consumer, I am patiently waiting to see the outcome of this. Something must be done on a governmental level to penalize this predatory organizational practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
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: Bought a guitar online, thought it was XXXX, but it must have redirected me to another place. Never received item, no response to my emails to the seller, so I filed with paypal for a refund. They sent me a confusing email about how I filed this complaint with my financial institution. ITS SAYS IT WAS PAID THRU PAYPAL CREDIT. They even charged me a {$6.00} fee. Looks to me that they are the bank. I just want my money refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: My wife and I enrolled into XXXX XXXX XXXX in or around XXXX. One of the accounts that was settled through them was a Lowe 's credit card with Synchrony Financial. The approximate balance was XXXX. XXXX XXXX XXXX made a settlement to synchrony and Synchrony then informed them there was a XXXX balance on the account and refused the funds. Almost one year later, synchrony reached out to XXXX XXXX XXXX to let them know that synchrony had made a mistake and that the funds were indeed owed. XXXX then asked synchrony on XX/XX/XXXX at XXXX XXXX via email from XXXX XXXX at XXXX to XXXX XXXX if they would honor their previous agreement from XXXX of XXXX. If synchrony agreed to it, which they did, Then XXXX would overnight a check to them in the amount of XXXX. This check was cut on XX/XX/XXXX and overnighted to Synchrony bank which they received on XX/XX/XXXX at XXXX XXXX and signed for by an XXXX XXXX. The tracking number from XXXX for the check is XXXX this check was endorsed by synchrony and has their stamp on the back of it. Fast forward to XXXX and I am served a warrant in debt for this account. I provided all of the information to their attorneys who promptly dismissed the case. Summer of XXXX i was sued again for the same account in which they are alledging i owe them over XXXX dollars. Again, provided their attorney with the paperwork and case is dismissed without prejudice. Spring of XXXX I am served a warrant in debt again for the same account same amount. Theres a new attorney involved and I provide him with the paperwork, drops case without prejudice. After that I get in touch with synchrony via letter to dispute the debt and never receive a response. Two weeks ago, I am served AGAIN at which time their attorney informs me that my dispute isnt valid even though i have all of the correspondence to prove im correct. this case is scheduled to go to court on XX/XX/XXXX and as of late their attorney has pretty much cut me off with communication. I am ready to countersue them for damages just because this has become such a problem for me and my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I contact Synchrony via phone to request that my CD be closed and acknowledged that an early withdrawal penalty would be assessed. On XX/XX/XXXX, the account was closed and transferred to a new account as requested. I accessed my account online to document the amount of interest paid and the penalty amount for my financial and tax records. I noticed that this information was missing from the account history and that the running history balance goes from {$70000.00} to {$69000.00} without any transaction in between. The difference of {$220.00} is probably the interest paid and penalty assessed but without these being detailed in the transaction history, Im unable to determine and have no written record of it. I contacted Synchrony Bank at their XXXX number several times and could not obtain a response. The customer service representative made some manual calculations and provided an amount of {$10.00} interest and {$210.00} penalty but this info doesnt appear to be correct to me as the penalty amount of 6 months would seem to be higher. I asked that this issue be escalated on XX/XX/XXXX and a case # was provided to me ( XXXX # XXXX ). I was told I would receive a response in XXXX business days. I did not receive a response and proceeded to follow-up with several calls after that in which I kept being told that the issue was resolved although the account history was still missing the transactions. On XX/XX/XXXX I contacted the bank using the Contact Us form online and explained again what the issue was. On XX/XX/XXXX, I received a reply asking me to contact them via phone, which I did on XXXX/XXXX, only to have the customer service representative repeat that the issue was resolved. I asked to speak with a supervisor and was transferred to a person named Ever. I asked Ever to provide me with a written response via email or otherwise indicating the amount of interest paid and the amount of the penalty assessed but she said they couldnt do that either. I told them I would escalate this issue to their regulator and then she said to give her a couple of days to talk to her manager who would return the next day. Today, XX/XX/XXXX I received a voice mail from Ever asking me to call Customer Service. She was not available but I spoke to XXXX, a manager who said the bank would pass the recommendation that the history be corrected to the proper channels. When I asked for the information regarding interest and penalty amounts, I was told I would not receive anything in writing until a 1099-INT is issued for the account in XXXX. Synchrony Bank has been unable and unwilling to provide important account information that is missing from the system of record that I as a consumer rely on for accurate information regarding my account. This is unacceptable for a bank that I trust with my savings and undermine the trust that I placed on an FDIC insured bank. There is no reason why the bank cant send me a message or a letter detailing these amounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A