Date Received: 2022-08-06
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I purchased furniture and home items from XXXX in 2020 using promotional Synchrony Bank credit card that was XXXX deferred interest. I was advised to pay a specific amount each month to avoid any interest charge and be sure it was paid off before promotion ended. I called Synchrony to adjust the payment since there was a second charge on the credit card and set up auto pay to ensure that there would not be any late payments. I checked my account on-line because I was not receiving statements in the mail and found that the balance seemed to be increasing. I called Synchrony and they advised me that the second purchase for over {$1300.00} was charged more than {$700.00} in interest as it was on an XXXX promotion, not XXXX and had recently ended. I tried to work it out with Synchrony, made several calls but was not getting anywhere, so I contacted XXXX. The XXXX store representative just sent some invoices by email, one that was not accurate and did not offer any other assistance so I called Synchrony again. They were not willing to waive the interest charge because, we were now past the grace period. I informed them that I called several times within the time frame to dispute the unexpected charge. I believe that they mislead me, did not advise me of 2 different promotion due dates. They did not call or notify me that the promotion on the second purchase that was nearing the end of promotion and that I could pay off the balance within that grace period. I did not receive statements in the mail as requested because I rarely use the internet. I would have made larger payments or simply paid it off with no problem. The only reason why I financed the items was because of the XXXX deferred interest. I have paid off goods and services in this way before without any problem with other credit cards using automatic payments. I stopped the auto pay and will go to court if they are not willing to work with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33936
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: COMPLAINT # XXXX PLEASE ADD THIS TO MY INITIAL COMPLAINT! I just looked at my complaint and there are several mistakes. You put down the wrong address! I called yesterday to respond to your email that you needed additional information. The woman I spoke with did not pay attention. She was trying to start an initial complaint. I gave her my complaint number but she kept talking. I will try to reach you on Monday XXXXXXXX to straighten out this mess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30542
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Early in XXXX I received a notification that a new inquiry appeared on my credit report. Indeed, an inquiry by XXXX via XXXX was requested on XX/XX/2022 for the permissible purpose of a credit transaction. A credit application had been submitted by someone else using my maiden name and social security number. XX/XX/2022 I contacted XXXX for dispute instructions, and then XXXX at the given phone. The representative said they'd send the deletion letter directly to XXXX and then the charge would fall off. He said they could not send a letter to me and that small companies probably do send letters, but that they only send it directly to the bureau. He said it could take 30 days but suggested waiting until early may because reports get updated early in the month. XX/XX/2022 I contacted XXXX / SYNCHRONY BANK about a letter I received in the mail indicating they could not locate my account with the information provided and that in order to handle my request they needed my account number - found either on my credit card, billing statement, or credit report. Obviously I do not have an account number. I spoke with XXXX who first said I should contact the bureau, and when I insisted I needed a deletion letter she said she " couldn't find me '' and so it must have fallen off already. She eventually transferred me to XXXX in the fraud department, who confirmed an inquiry using my maiden name. She " resubmitted '' the deletion letter. She said it would take 30-60 days, so XX/XX/XXXX for a possible XXXX update. XX/XX/2022 I contacted XXXX / SYNCHRONY BANK to follow up again. I spoke with XXXX, who said he'd follow up with the right department and eventually transferred me to XXXX. She confirmed with bureau was showing the inquiry and my last name ( maiden name ) and said the XXXX request went to the wrong agency and that she would send a request to XXXX that day. Said it would be 30-60 days. XX/XX/2022 I followed up with XXXX / SYNCHRONY BANK yet again. I was transferred several times and disconnected twice. Eventually I got to XXXX, who logged into the application database to see what was on file and said an application was processed in XXXX but never decisioned - " interesting. '' He transferred me to XXXX on the fraud team. XXXX said she would follow up. I asked her for a copy of the deletion letter and she said they always send XXXX - but I've never received XXXX and a rep in the past said they don't send them to customers. I shared this and that I'd really like XXXX. She confirmed my address- the one they already had on file for me was not mine. XX/XX/2022 I also contacted XXXX again, this time by chat. I asked if there was any way they could have received the deletion letters and just not updated my report. The rep couldn't say - only that the maintenance department would know that and they can only provide that number to subscribers and lenders ( and can't make outbound calls ). At this point - 6 months later, I don't trust XXXX / SYNCHRONY BANK or XXXX to resolve this without additional support.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22042
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when reviewing my credit report and found late payments on the dates below : 30 days late as of XX/XX/2022 and 60 days late as of XX/XX/2022 I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statements did not get to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: XX/XX/2022 : Called Synchrony Financial ( otherwise known as mysecuritycard.com ) to file a claim on my credit card protection program ( otherwise known as debt cancellation ). I was informed they were non-operational. I requested a refund for the month as I was not able to use it, specifically stating that I did not want a cancelation, but a refund only for the month I was not able to file a claim. The rep informed me that I would be receiving a letter in the mail letting me know if the refund was approved. She provided the website address for me to get information on the product since I did not receive anything at the actual time of purchase. XX/XX/2022 Contacted care credit to inform them of the issue, and to find out what could be done. Nothing. They insisted I call synchrony financial. XXXX XXXX : Synchrony Financial paid XXXX XXXX XXXX XXXX XXXX ) payment for us, because their site was down since XXXX, and we could not file a claim. We were told a letter would be sent to us letting us know if a payment was approved on our behalf and that a claim form would be sent out. We received nothing from them in the mail or otherwise. XX/XX/2022 Called Synchrony financial again to follow up. The site was still down. No word from anyone on refund or when a claim could be filed. I asked to be refunded for the XXXX XXXX payment, as well given that I could not file a claim. I specifically told them that I did not want to cancel the program. XX/XX/2022 Following up to file a claim, get a refund on the payment for XXXX, and have a claim form mailed. No new information was provided. XX/XX/2022 Following up to file a claim, get a refund on the payment for XXXX, and have a claim form. Asked to have a claim form sent out. I was given the opportunity to file a claim over the phone, however, I wanted to have written documentation of the process. No form was ever sent out for claim filing. XX/XX/XXXX : Synchrony Financial Canceled our XXXX without authorization or notification. I found out a month later while on a call with care credit. XX/XX/2022, XX/XX/XXXX, XX/XX/2022 Called Care Credit to find a solution. We informed them the XXXX was canceled without my authorization. I was eventually connected with an Account manager on XX/XX/XXXX, who agreed to stay on the line while I XXXX dialed Synchrony financial re : XXXX cancellation XXXX We were told I would get a call within 7-10 business days with an answer, and a letter in the mail. We received neither. XX/XX/XXXX : Synchrony Financial reinstated XXXX per our request following a XXXX phone call with the Care Credit Account Manager. No notification of reinstatement was provided. No claim form was sent out. No phone call was made to us as promised. XX/XX/XXXX : Synchrony Financial canceled our XXXX without Authorization or notification a second time. XX/XX/2022 I contacted synchrony financial to find out what happened. In order to get straight answers, I told the representative who took the call that I would be recording the call. She said she would have to hang up, and did so promptly. I called Care Credit numerous times before getting to XXXX, an account manager who was willing to XXXX call synchrony financial to find out why the XXXX was canceled again. Synchrony Financial claimed Care Credit canceled it. XXXX at Care Credit claimed they no longer had the power to do that. I was told I would get a call within 7-10 days. I told them that I would not be receiving voice mail messages and that they would have to send out a letter for documentation purposes. We tried to confirm my address, they had my office address XXXX XXXX XXXX # XXXX, XXXX, Ca XXXX. All mail, including my XXXX gold and platinum statements, are automatically forwarded to me from this address, always. Nothing was received at either my office or my home address of XXXX XXXX XXXX XXXX # XXXX, XXXX Ca XXXX. XX/XX/2022 XXXX called me to follow up. I had not received any communications from synchrony financial. We decided to wait another week. In the meantime she would call them to find out what she could do and that she would call me on XX/XX/2022 at XXXX XXXX to let me know what she found out. XX/XX/2022 XXXX called back at XXXX XXXX. There was no furthering of the issue. XX/XX/2022 I called Care Credit to talk with XXXX the account manager. I was informed she could help me no further as those were her detailed notes on the account. Upon request, I was transferred to XXXX, another account manager who also stated he could not help me. I explained the unauthorized cancelations and that this was fraud. He simply transferred me back to synchrony financial, the people who would not send out claim forms, canceled the XXXX twice, and hung up on me when I stated that I would be recording the call. XXXX I contacted the CFPB to find out which organization oversees Credit Card Protection programs. They told me I could file a complaint with them. Here is the complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94086
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied with the Guitar Center XXXX credit card, issued by Synchrony bank, and received a denial, reference number XXXX, stating that information from the following Credit reporting agencies was used to determine this adverse action. XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, PA XXXX ( I have never heard of this company and did NOT authorize them to compile or share my private data ) I was told to contact the above company with questions about the report, and to contact Synchrony Bank XXXX XXXX XXXX, XXXX FL XXXX with questions about this letter. They discriminated against me, based on arbitrary info provided by an unrelated, and unauthorized third party, denying me the opportunity to accept their offer of an extension of my credit, which THEY ( Synchrony Bank ) offered. In violation of 15 USC 1691 ( a ) 1 ( c ) i was denied for exercising my right to credit. According to the Truth In Lending Act, credit is the right granted by a creditor. I initiated this transaction with my credit card and because I received no benefit from the transaction, 15 USC 1602 L, P, F, and G are also at issue. As I am the creditor as defined in 15 usc 1602 ( g ) 2, ( The credit application being the initial evidence of indebtedness, as it included the payment and credit card information ) My extension of credit was obtained and accepted, but I received no benefit from the transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32301
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Direct contact is not possible. They accept mail and chat bot. In the past 45 minutes, I have performed the Pavlovian game of calling customer service, each call results in waiting for a disconnect. How many times is reasonable? It is not possible to access the account online. I was solicited using XXXX XXXX. I signed up using XXXX XXXX. I am told that I can not access my account thru XXXX XXXX. I am told that I must buy a smartphone and use something called an app. I choose not to participate in the destructive and abnormal behavior of carrying a security disabling, privacy broadcasting, advertisement delivery device. Plus I am essentially blind. Venmo solicited my business in a deceptive manner. I can not access any information about my account. Even if Venmo corrects their refusal to accept incoming calls, I should not have to call Venmo to access my account. This is the 21st century. Please note : I know that this is a game. I know that Venmo faces no consequence for any deception, fraud, or malfeasance. I know that this process is pro forma. The people will rise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: My CareCredit ( XXXX ), I was paying on the {$2400.00} balance which I used last year before getting dental coverage through XXXX XXXX XXXX XXXXXXXX XXXX XXXX. My last month 's balance was {$1600.00} plus, after paying XXXX bill of {$99.00} XX/XX/2022 I received a bill stating that my balance is ( Payment Due Date : XXXX, Statement Balance : {$2400.00} exceeds the opening balance, with a total Minimum Payment Due : {$80.00}, not counting the {$99.00} paid XX/XX/2022 through bill pay from Credit Union ( XXXX XXXX ). I was told that Care Credit retroactively added the 24 % interest from last year, this is unfair business practice. I want the balance restored to the balance as of XXXX and give me time by XXXX to pay off that balance. Once my request is honored, I wish to have no further dealing with this bank, because of their business practices. The bank 's actions represent greed and unfair business practices and being a senior on a fixed income their action causes undue hardship on me.
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: 2022-08-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: On XX/XX/2022 I called Synchrony Bank because I received my statement, which shows the payment I've made on XX/XX/2022 for {$1000.00} showing it all went all to the interest, I was not told this other wise I would have sent a payment to the principal. I believe I am being penalized by synchrony bank for making two payment to the principal. XX/XX/2022 {$1000.00} to the principal. XX/XX/2022 {$1300.00} to the principal. Synchrony Bank does not offer an online account services therefore I am not able to see exactly my balance, or how I can save on interest or payoff this loan faster. Synchrony Bank is not transparent on how me as a customer can save money on the interest, or how can I pay the loan faster, even though I am paying towards the principal I get charged the same the interest either way. I have been discriminated against by this company because of my last name and accent. This is my third complaint with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92234
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had XXXX sccount with synchrony. Had never missed one payment never late. Credit score good XXXX percent payments. Then on XX/XX/2022. They closed all account. And all they say is high risk for failure To pay. I've never been late ever. One card had just got in XXXX. There ruining my credit I worked so hard to build. This is so so wrong. Yet u go apply for a new card and they approve u. So u get another hit on credit. And lower average time of having credit. But that's what they tell you go reapply. This does not make sense to allow a company to do this to good paying people. That work hard to keep payments up and good credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 316XX
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A