Date Received: 2023-12-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On multiple occasions, including XX/XX/2023, I have attempted to contact Synchrony Bank/Amazon about the inaccessibility to my account because of their refusal to use my hearing Assist phone number for the two-step authentication. Synchrony Bank XXXX has continuously blocked my access to update payment methods or make a payment because they demand a live phone call. Due to being XXXXXXXX, I do not talk on the phone. Synchrony Bank Amazon has now been reporting my payments as LATE but refuse to allow me access to my account in order to make a payment. Their ID verification system errors out each and every single time I attempt to use it, claiming it can not upload my ID. They continue to demand a live phone call with me to verify my identity and refuse to make any form of accommodation to update my contact information to a phone number that can receive text messages. The phone number i originally provided functioned with their system but they have since blocked it and now refuse to allow the only number I have to be used for the electronic automatic two-step authentication. Synchrony Bank XXXX is discriminating against me and causing severe irreparable damage to my name and credit report by demanding a live phone call for identity verification, even though they know I am XXXX. Even with active chat with an agent attempting to address the issue, she attempted to CALL ME XXXX knowing I am XXXX and unable to talk on the phone. When I didn't answer the phone call, she also disconnected the chat and refused to assist me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-31
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I called and spoke to many people. First one says they can send a text with a link to get account number. Next I spoke with XXXX XXXX who said she has no info for me. I asked to speak to manager who was XXXX XXXX. He told me that at the moment he could not give me the info. Next I spoke to his manager who I failed to get his name. He told me everything was fine and that all we had to do was resend the information to me through the internet. XXXX seconds later I was hung up on. These people were very unprofessional and could have easily fixed my problem. I have numerous banks and credit cards and never had a problem like this. Their attitude was very rude. I don't know if it's because it's new years but they should not be able to talk to people like this and treat them like that. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21701
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Application was submitted to Synchrony Bank at XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX. After Identity was confirmed the store representative changed my identification by altering my name on the application form after she confirmed my identity. She then changed the identity on my application by changing the last name. Once they confirmed I was a XXXX man the XXXX was denied by Synchrony Bank Merchant Services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
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: After receiving my statement on my PayPal credit account in XX/XX/2023, there was {$5400.00} worth of charges in the amount of {$100.00} OVER AND OVER again. All from XXXX. I contacted XXXX and they told me to dispute directly with my PayPal account because I have fraud protection through them. I did that. However, after disputing all these charges they keep sending me a message of you participated or benefited from the purchases! I have had it re-looked at about 4-5 times now With the same resolution. These ARE NOT my charges! XXXX agrees they are fraud. Synchrony bank is who takes care of PayPal credit, so thats who is refusing to remove the fraud. Its VERY OBVIOUS fraud! They refuse to remove it. Also, when I noticed this statement fraud from PayPal Credit, I noticed 3 of my other cards were hacked and my bank account! All the same charge amounts of {$100.00}. My bank and these 3 other cards took the fraud off! Synchrony Bank is refusing to! Im angry. Ive been just sick about it and feel helpless because they wont remove it! Ive made COUNTLESS phone calls and spoke to a ton of people to no avail. Ive asked for proof that shows them these charges are mine. Nothing. They keep telling me XXXX is confirming my email address on the charges. Well of course they have my email..my account was hacked!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I changed the pmt date on the app. Made my pmt. The next month there's a late fee. I explained what I did to them and why was a late fee there. It didn't take he said. So I agree to pay it but there would be another added and I would still have to pay both. But they could take it off on the full balance but I still have to pay it. I said this wasn't my fault but I will pay one fee they said bc of the date I have to pay XXXX. I can't afford that okay but we can't change it. I said I can't so please close it today they called me anyway we went through the same conversation and he said they are adding another late fee. AND REPORTING XXXX MONTHS LATE ON MY CREDIT. This is not right. There is no third party here and I authorize you yo please investigate this fully and not just take what they say to ne true when they respond. Thank you so much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I submitted an application for a PayPal Credit Account, underwritten by Synchrony Bank, on XX/XX/, which was subsequently approved with a credit limit of {$7700.00}. However, on XX/XX/, I received an email containing a letter that informed me of a reduction in my credit limit. This decrease was attributed to an unwarranted creditworthiness prediction conducted by Synchrony Bank 's credit scoring system, where I did not " score well '' with certain " credit characteristics. '' The specified reasons for this reduction were outlined as follows : 1 ) Delinquent or Derogatory Real Estate Secured Loan 2 ) Delinquent or Derogatory Accounts 3 ) Insufficient Balance Paid Down Over Time on Installment Accounts 4 ) Unpaid Collections After receiving the letter and between XX/XX/, and XX/XX/, I filed a dispute with Synchrony Bank through PayPal Credit Customer Service. In my dispute, I highlighted the reasons mentioned ( Line Items 1-4 ) and argued that the " delinquent trade lines '' on my credit bureau ( s ) had already been considered and accepted during my initial application and the inception of the PayPal Credit Account and should have no impact. In response to my dispute, I received a letter from Synchrony Bank ( dated XX/XX/XXXX ; attached ) treating my initial dispute as a request for a credit line increase with a request to submit proof of all net income within thirty ( 30 ) days in order for the request to be processed, which is not correct. I again vehemently dispute Synchrony Bank 's decision and the reasons stated above for my credit limit to be decreased as the " delinquent trade lines, such as the delinquent or derogatory accounts, and unpaid collections, as appearing on my credit bureaus were already considered and accepted at the time of my account application was submitted and the inception of the PayPal Credit Account and should have no impact. Inasmuch, contrary to the assertion of a " delinquent or derogatory real estate secured loan, '' I encountered a one-time, 30-day reporting discrepancy by my mortgage servicer, which occurred at minimum three ( 3 ) years ago and should have no impact. Plus, the mortgage loan has remained current since. The statement regarding " insufficient balance paid down over time on installment accounts '' is misleading. I successfully paid off all " no interest for 6 months '' accounts within the specified timeframe, with no interest assessed. Therefore, the claim is erroneous, especially considering the account is less than 6 months old. I am perplexed by Synchrony Bank 's unauthorized access to my credit bureaus, particularly since I did not request a credit limit increase prior to or since XX/XX/. Furthermore, the inclusion of previously considered factors, such as derogatory and collection accounts, in a subsequent assessment to detrimentally impact my credit limit seems unjust and potentially unlawful. Thus, I formally request a thorough investigation into these matters, as I suspect that Synchrony Bank may have violated the law in this instance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-31
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: XXXXXXXX XXXX Amazon credit card ending XXXX will not refund my rewards of {$150.00}. I bought solar panels for {$530.00} and refused the delivery by returning the unopened package to XXXX and was refunded {$380.00}, but the bank kept the rewards and did not refund them. I verified with XXXX that the rewards were refunded to the bank. Purchase date XXXX. Refund date XXXX. Return date XXXX. I have complained twice now via customer service with no resolve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74105
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have disputed several inaccuracies with XXXX XXXX XXXX XXXX XXXX XXXX I request bank transactions and proof that I was late with this creditor. The creditor never sent proof that I was late. The creditor has took over 30 days to update my account and Perfom an investigation. The creditor is illegally reaged my date active from dates.XXXX XXXX is missing date last active and your company has failed to do the proper investigation because if so you wouldnt allowed all those late charge offs from the creditor and i would not have XXXX different dates of last active these are FCRA violations XXXX To whom it may concern i am writing to dispute the following information on my credit report : These items are currently showing inaccurately on my credit report filed with the credit bureaus. Pursuant to 5 U.S.C ss 552a ( i ) ( 3 ) Im requesting that this disputed item be removed permanently from my credit report immediately. This statute states that any agency which fails to maintain any record with accuracy, relevance, timeliness, and completeness as is necessary to guarantee fairness in the determination shall not use such record. Please contact me at the email address below to let me know that you have corrected my credit report by removing the disputed items within. The next 30 days as stipulated by the FCRA. Thank you for your assistance with correcting this erroneous information on my credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 393XX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I logged complaint # XXXX on XX/XX/XXXX and on XX/XX/XXXX XXXX responded saying they would reinvestigate the complaint and respond in " up to '' 30-days. Well it has now been 32 days and they are in direct violation of my F.C.R.A rights. Now that they have failed to provide a resolution in the 30 day time period I demand the inaccurate reporting placed on my credit report by Synchrony Bank/Lowes be deleted. I logged complaint # XXXX on Synchrony Bank/Lowes XX/XX/XXXX and they sent a simple reply " we need more time to investigate '' on XX/XX/XXXX and no further response sense then. I do not care that CFPB gives up to 60-days to resolve a matter F.C.R.A says 30 days is sufficient. I have disputed this multiple times over several years to only get ignored by both the bank and credit bureau. I will proceed with legal matter if this is not deleted and a response is provided in a timely manner. I do see where XXXX sent the same request they always send to Synchrony which is asking them to verify the debt, and yet again Synchrony sent back a letter saying it was verified. I AM NOT DISPUTING THE DEBT IS MINE, I NEVER HAVE DISPUTED THAT FACT!!!! IT IS THE SIMPLE MATTER THAT SYCNCHRONY LOGGED THIS ON MY REPORT AS CHARGE OFF, THE SAME MONTH THEY AGREED TO ACCEPT A DEBT REPAYMENT PLAN, AND THE SAME MONTH THEY RECEIVED THEIR FIRST PAYMENT VIA THE REPAYMENT PLAN. THIS SHOULD HAVE NEVER BEEN REPORTED AS A CHARGE OFF. I initially logged my CFPB complaint on Synchrony/Lowes XX/XX/XXXX XXXX even though they provided a brief response on XX/XX/XXXX the clock legally starts from the day I logged my complaint. So they are way over their time limit to provide a resolution. Synchrony also mailed a copy of about two or three statements from XXXX, with no cover letter or explanation as to why I am receiving those ; So I am hoping their incompetent staff do not think that was a valid response, it clearly doesn't address my complaint. Also CFPB has failed to hold both the credit bureau and creditor responsible, I am perusing information on how to file against CFPB for their lack of assistance as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I am disputing my Mattress Firm account furnished by Synchrony Bank. Over a year ago, I called Synchrony Bank to close my Mattress Firm credit card account due to financial hardship. They close my Mattress Firm account. I asked for a payment program to pay the balance I owe to Synchrony Bank. They did gave me a payment plan program of {$50.00} to pay on the account every month. XX/XX/, my Mattress Firm account was {$1300.00}. My current balance on my account has increase to {$2300.00}. XX/XX/XXXX XXXX Synchrony Bank added over {$1000.00} interest on my account after XX/XX/.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29410
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A