Date Received: 2022-07-21
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: hi On XX/XX/XXXX, when I checked my XXXX account, I see that there are XXXX charges each for XXXX usd to a company called XXXX, to which I did not make that purchase and I do not know which company the credit company is, first I remove the charges and then He put them back in my account alleging my responsibility later I contacted them and they told me to make a report to the police and so I did but later they put the charges back in my account and time has passed the charges are XXXX for the same company XXXX more for that company XXXX more for that company and XXXX as a gif as if I had so much money, that is, a total of XXXX usd I know and I am sure that I have not made that purchase I am retired and my withdrawal is XXXX usd and I can not afford to incur that type of expense. I would never want them to help me with legal advice since I can not afford a lawyer to resolve this case. waiting for your help XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33055
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Dispute in response to a letter received from Synchrony Bank about closing my Synchrony XXXX and JCP Mastercard accounts as well as my 7 other Synchrony accounts that I have. We refinanced our home at in XXXX and asked for bill payoffs in the process ( including my Synchrony XXXX for {$3900.00} and JCP XXXX for {$5800.00} ). The checks for the credit accounts ( other than the old mortgage ) were overnighted to us via XXXX on XX/XX/XXXX ( holiday weekend ) to mail to the creditors. The payment on both of my Synchrony accounts ( XXXX & JCP ) were both due on XX/XX/XXXX which we did not pay. This was because we closed on the XXXX and knew the balances were going to be paid in full based on the previous month ( XXXX ) statement. We thought that Synchrony would have received the checks directly from the lender before the end of the month. Immediately after the missed payment date. On XX/XX/XXXX, I received an email notification that my credit limits would be lowered on both accounts significantly ( Synchrony XXXX by {$5800.00} and JCP by {$2000.00} ). I thought this was a bit excessive for the first time missing a payment for an account that I had since XXXX. On Tuesday, XX/XX/XXXX, I called and spoke with a representative on both accounts alerting them that I had the checks from the lender to pay off the balances and that I was mailing them to Synchrony to pay off those two accounts. The representatives said they could take the payment over the phone, and they took the information and processed the checks. However, on XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( JCP ), I was notified by email that the payments were reversed on both accounts. After that reversal of payment, I called JCP to let them know I was going to mail it again, but the representative said they would take the information again and resubmit as a phone payment. The did this for the JCP account and it was reversed a second time. My wife suggested to me that we should mail the checks because the obviously could not be processed that way and she took the checks to the post office that weekend on XX/XX/XXXX to mail them. My wife then contacted Synchrony on XX/XX/XXXX to let them know that she mailed the checks and to notate the account. Knowing the checks would take days to arrive and be processed, the representative stated they would expect to receive the checks in 7-10 days. I logged in to see if the payments had been received/applied on Friday, XX/XX/XXXX about XXXX XXXX It showed that all 9 of my Synchrony accounts including the last three being opened just 2 months ago in XX/XX/XXXX. We called that morning and spoke with another rep who notated again that the full payments were mailed on Monday. She stated to us that the payments should not have been processed via phone payment if it was a third-party check. She stated that she could not do anything about closed accounts and had to transfer us to a manager. We explained the situation to the manager noting that the whole point was for us was to pay down some debt with Synchrony which was about {$10000.00}. She informed us that Synchrony has the right as the bank to review an account and make the decision to close it. She stated that Synchrony reviewed the accounts- with a missed and reversed payment, they decided to close the account ( s ). We totally understand the right of the Bank to do this, but this situation warranted a review by Synchrony for the reason for the reversed payments ( taking a third-party check by phone payment ). Especially considering we have never had a reverse payment and you know a check was coming for the full amount on these two accounts. We asked the manager to have the previous recorded calls reviewed and a complaint filed on this issue. If the first representative would not have suggested taking the payment over the phone, we could have sent the checks overnight to you if that were required by Synchrony. We did not know what your policy was relative to a third-party check but that is why we called first. The manager stated that there was nothing she could do and that accounts are not re-opened. We are just in total disbelief that a Synchrony would close all my accounts instead of just focusing on the two with the reversed payments especially when I have been in contact with you about the full payoffs. All my other accounts were in good standing and paid accordingly. We called back later that afternoon on XX/XX/XXXX and spoke with a different manager and was told that the complaint review process may take months up to two billing cycles. We are at a total loss as to how this happened so quickly and with a creditor that I have not had a negative payment history with over the previous years. The lowering of the total credit limits was not ideal, but we were ok with that because we knew the balances would be paid in full. However, to find out that Synchrony closed all my accounts was a huge shock to say the least. This decision not only limits my familys ability to buy needed things for our household, but it is one that could damage my credit majorly by the closing of all nine accounts at once which is huge part of my credit. Finally, I received an email notification that the mailed payments have been received/applied for the JCP and XXXX XXXX accounts as of XX/XX/XXXX both showing a {$0.00} balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Name of Card Company : Synchrony Bank XXXX XXXX XXXX XXXX, XXXX XXXX Dollar amount of error : Current balance Description of problem : This account was opened XX/XX/XXXX for {$4900.00} on a 24 month deferred/no interest account. On XX/XX/XXXX I set up an automatic payment account for {$210.00} to be paid each month for 23 payments to pay off the account. The first payment was sent on XX/XX/XXXX and payments were sent each month after that on a continuous basis. I reviewed the payments each month on my bank account to be sure they were going out but did not review the CareCredit account as I felt that assuring that the payments were being made in a timely fashion was adequate. I became aware of an issue when I received an email advising of a late payment after the date when the account should have been paid off. After review and discussing this issue with several CareCredit representatives I was advised that my first payment arrived on XX/XX/XXXX but the first payment was not due until XX/XX/XXXX. The first payment was not credited to my first due date. Instead my SECOND payment which arrived around XX/XX/XXXX - XXXX was credited to the FIRST due date of XX/XX/XXXX making my payment 2 days late as opposed to 27 days early and a late fee was assessed on my account. This same method was followed each month which resulted in accumulating 23 late fees for payments that were made approximately 27 days early each month. I have challenged the late fees and therfore when the 24 months were up on the account, the company back charged me for interest from the beginning of the account. Had the payments been correctly accounted for, the entire amount would have been paid off in XX/XX/XXXX and no late fees or interest should have been charged. I contacted Synchrony Bank on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On each occasion, no one would give me their complete name or employee ID number. Each time I called, the person answering the phone said they had no authority to resolve this issue. Each time I requested their supervisor. The supervisor repeated the statement that they had no authority to resolve my issue. When I asked to speak to someone who could resolve the issue they said there was no one who could do that and refused to transfer me. I then sent a certified letter to Synchrony on XX/XX/XXXX which was picked up XX/XX/XXXX. I have not received a response to date. I am attaching a copy of the letter I sent, the approval of the account, a document showing where I set the account up for payment, and a recent notice from Synchrony Bank with the current amount they claim is now owed on the account due to late fees and back calculated interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75703
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On or about XXXX I applied for a Sams Club Credit Card ( Serviced by Synchrony Bank XXXX and was denied for the reason " Could not verify Identity '' via email - I called the toll-free number as directed and after several long holds, disconnections, and more I was told I would be mailed a letter that would explain. To date, I have yet to receive a letter. Frustrated, I reached out the Office of the CEO and was contacted by a XXXX XXXX. XXXX XXXX said she would research my application and get back to me. Today, XX/XX/22, she called me and told me her fraud department could not provide any further information. She told me I should try to reapply in person. I asked her how long I should wait, and she said, 30 days. I called the toll-free number and was told I must wait 90 days. My complaint is that I am unfairly being denied credit due to a fraud reason no person at Synchrony can explain and, I have offered to go to a XXXX XXXX XXXX to verify my identity or to mail/fax/email a copy of my ID including a passport. My credit history is flawless, and I have scores at or above 800 on all three repositories. I was told that my application was denied and that I have no recourse. This is unfair and discriminatory as I have gone above and beyond to resolve this. XXXX XXXX admitted this is a flaw in their system however offered no resolution to me other that than the apply in 30 days suggestion which thankfully I called to verify just to find out she was wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
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: On XX/XX/2022, I had a Lowes subcontractor install a wood fence. My agreement/contract was for services pertaining to a fence installation between Lowes and myself. All negotiations took place with a Lowes representative and no products were individually purchased. Within a few days after the installation I noticed a multitude of issues and submitted my concerns both over the phone and in writing to Lowes. Lowes provided me with a " Labor Guarantee '' and there is a phone number and email dedicated for this type of service. The first time Lowes sent one of the contractors over to correct the issues. I pointed them out to the subcontractor and he refused to fix them claiming it was normal. He then proceeded to bang all of the loose nails around the perimeter of the fence cracking a few in the process and missing most. I contacted Lowes again to inquire about a resolution and what could be done with the quality of the fence. Lowes assured me that this is now an escalated issue and someone from within " the department '' will contact me to resolve my concerns. About a week or so later the same contractor comes to my house. I go over the issues and he refuses to acknowledge them and once again goes around the perimeter of the fence banging on loose nails. Communication with Lowes continued regarding the issue I previously pointed out to them. In the process of checking the fence more issues came about. Loose posts, cracked and warped pickets, uneven top and bottom lines, improper gate assembly and weak locking mechanism. These are just a few. The overall craftsmanship is subpar and would warrant a redo. At this point Lowes stops responding. About a week or so goes by I called Lowes directly and asked to speak to whoever is assigned to my case, a manager, anyone. I was told someone would call me back and no one ever did. I send a last email in hopes that I would spark a response, asking Lowes to honor the warranty and I received no response. This last email took place in XXXX, more than a month after I had initiated the complaint and no one responded to date. As a direct result of Lowe 's refusal to work with me on resolving the quality issues outlined in detail to them in writing, I decided to dispute the charges with their credit card, Lowes Advantage Credit Card, operated by Synchrony Bank. The dispute process was initiated over the phone and was fairly detailed. This took place in XXXX, 2022. During the questioning process I highlighted the reasons for the dispute and emphasized that no products were purchased nor can they be returned back to Lowes. I also highlighted that I made a reasonable effort to resolve this with Lowes but Lowes was the one avoiding a resolution. As a result, Synchrony bank filed a dispute for quality of services received. As is typical, the representative ended the call by saying if there is anything further that they need I will be contacted. About a week or two later I decided to call back and inquire to see if Synchrony needs anything from me. I was told that I am given 90 days to provide supporting evidence to my dispute and was provided with a mailing address. I collected the evidence in the form of 93 pictures of the issues with the fence and had these pictures developed in print so that they can be mailed. I also wrote a 4 page summary detailing the conversations with lowes, specific dates, and attached the responses. I also included links to videos from the Lowes website about educating consumers on fence installation. I used that to point that the inconsistencies between what Lowes sells to its consumers and what it actually provides. I also included links to other professionals using proper installation techniques which were again, inconsistent from my experience. About a week or so after I mailed this supporting evidence to Synchrony I received a letter stating that they have received it. Within several days I received another letter which was sent over their online messaging system and accessed through my account login. The letter was requesting supporting documents to my case, and a receipt proving that I have returned the merchandise. I thought this was strange given the prior letter indicating that they received everything, and the fact that my dispute was for services and not product. I called Synchrony and this time I was told that nothing further is needed and that it was likely a mistake. Approximately 2 weeks later I received a letter by mail indicating that Synchrony has made a decision in my favor. This was as I recalled before the allotted 60 or 90 days for the merchant to respond so I called Synchrony again to confirm the results of the dispute. This took place around XX/XX/XXXX, give or take, and I was assured by the customer service representative that in fact this dispute was closed and the decision was made in my favor. On XX/XX/2022, I received an electronic letter stating that a new decision has been made due to lack of supporting documents from me, and due to the merchant ( Lowes ) providing a purchase receipt of the products purchased. I called Synchrony again and it was established that the because I never returned the merchandise or provided any support that Synchrony sided with the merchant. I explained that this was done in error citing the previous letters, my supporting document and pictures that were mailed directly to Synchrony, and that this dispute was originated for service quality. Synchrony 's solution was to reopen a new dispute which they did. On XX/XX/2022, without any correspondence between synchrony and myself between early the first week of XXXX and XX/XX/XXXX, Synchrony made the decision to hold the charges again and side with Lowes due to the same reasoning as the overturned XXXX decision. Synchrony stated that I did not provide proof that I returned the merchandise. Synchrony also included a page with a response from the merchant which was blank. I called Synchrony again and repeated the process of inquiry, explaining that they are continuing to make the same mistake regarding the nature of the dispute. Their solution was to reopen the dispute again. This dispute should have been resolved when the original decision was made. Something between the notes of the representatives and dispute department got mixed up and is continuing to snowball with erroneous information and what now seems like a claim from Lowes on false pretense. Furthermore, I have attempted to obtain the letter which Synchrony has previously sent to me by electronic messaging system. These letters are no longer in my file and I have raised this concern to Lowes only for them to tell me that they have already been sent and can not be sent again. I have formally requested that all of the correspondence directly linked to my dispute with Lowes, be resent to me and Synchrony refused to acknowledge this request. I feel that as a credit card company, they have responsibilities which they have failed to abide by. They have mishandled my dispute claim, failed to notify me of the merchants response and failed to allow time or any chance for me to respond to any merchant 's claims. Synchrony has also failed to provide me with any supporting documents which the merchant provided them with. They claim that they provided me with this information by I have the letter that was sent and it is blank. I feel that synchrony will continue to mishandle my dispute and will continue to side with the merchant. If collusion wasn't the most over used word in 2022 I would use it to describe this relationship between Lowes Credit Card and Lowes Home Improvement. I see no other reason for this dispute to be in such a mishap. This should be handled professionally, and accurately. And as a consumer, I should have the chance to effectively dispute a service that was not provided as it was promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28120
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: RE : Complaint XXXX In the above-referenced complaint, Synchrony failed to respond to any of the issues regarding the closure of my account. It is clear no employee at this company will respond honestly to this complaint since they will be fired for providing assistance. Synchrony claims they could not electronically credit my checking account ; in XXXX this seems highly unlikely and would like this to be investigated further. Had they done this, my overpayment would have been resolved immediately Synchrony claims my payment made on XX/XX/XXXX was rejected due to an invalid account number ; they have provided absolutely no details regarding the message they received. Excluding the absurdity of closing this account for a typo, if they are using this as their reasoning they must provide more details Synchrony claims they can interpret their terms however they see fit and apply them in whatever manner suits them, and the cardholder does not have any recourse
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Before the pandemic, I had most of my payment options for my bills on Autopay. Some through my Bank and some arranged with the Creditor. Due to less income during the pandemic, I needed to keep closer track of my cash flow, so I undid most of my Autopay options. This led to an oversight in XXXX, I was overdue on a {$31.00} minimum payment, Charged {$29.00} Late fee, {$89.00} was the next minimum payment due. Why the {$60.00} minimum payment difference? I had the same thing happen on a XXXX card, and they didn't explain why the difference. With this Synchrony Sam 's Club card, I tried the online chat, but got their Artificial Representative. During this same XXXX statement my balance was lowered from {$1400.00} to {$1100.00}, leaving not enough for some new fees and my Sam 's Club membership which went up in price. I don't even usually charge this to my Sam 's Club card, but that's something different. Now I'm Overlimit, my interest rate also went up and they Call every single day. Interest rates on Credit Cards is out of control for normal people who have a recurring balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33809
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had a XXXX Account with Synchrony Bank for my XXXX account. The Maximum Balance was under {$5000.00}. My purchases from XXXX increased for a period of time, as I was making purchases for my grandchildren. The benefit of the card was that I could accumulate 5 % in points for each purchase. I found that I had to make payments on a more frequent basis than once a month to maintain the ability to add additional purchases and points. I did request an increase to mitigate the issue and was denied due to lack of history. Never in the period in which I had the card did I get behand in payments or make payments that were rejected. The Bank was not forthcoming with any options or information. I was not immediately notified that the account had been closed. I only found out when I checked my account status. A week passed before I received a letter stating that account closure was made due to possibility of future intention not to pay. Associated with the XXXX closure, the bank also closed two other credit card accounts ( XXXX XXXX and Carecredit ) for the same reason. In ALL cases, payments were made well in advance or on-time and purchases were normal. In my opinion, the closures were precipitated by the use of the XXXX credit card, which accumulated points valued at closure close to {$1000.00}. The bank had closure as a convenient method to default on the points, as account closure automatically resulted in cancelation of the accumulated points. I suspect that the bank had " gotten in over its head, '' with this benefit, as the XXXX card recently ended rewards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70123
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Company name : PayPal Mastercard account My rewards cash back are missing. The last time I did redeemed was on XX/XX/XXXX with the amount of {$10.00}. Since then I couldnt able to redeem it. The company owes my rewards from XX/XX/XXXX to XX/XX/XXXX. Every time I am trying to redeem the cash rewards I got a error message redemption failure and it took away my cash rewards and it never applied to my PayPal wallets.The company owes me more than {$100.00} cash rewards and I want as a check for that rewards. Because I m not able to redeem it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94941
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Hi, On XX/XX/XXXX I had carpet installed by XXXX XXXX in XXXX CA. When I went in on XX/XX/XXXX I was going to pay using my debit card or XXXX credit card for a total of {$5000.00} on carpet and installation but the sales representative sold me on getting it financed at 0 % through Synchrony Bank XXXX XXXX. He said he could quickly run my credit for approval and I got approved. My receipt of actual purchase is dated XXXX XXXX which is the date they installed the carpet and I signed the purchase which I decided to go ahead and put on the Synchrony card I approved for. There was a promotional balance that according to my receipt and contract from Synchrony Bank would expire on " XX/XX/XXXX. '' Having been told I have a 30-day grace period for the full payment to be received before the deferred interest hits, I attempted to mail payment in XXXX after the portal was not working for a couple days. Payment hit on automatic instead of full amount and upon noticing I called Synchrony to explain and they said my promotional balance ended in XXXX and not XXXX. But I have proof in the contract that it says XXXX. They said there is nothing at all they can do even though this mistake made me lose time in sorting out the payment issue. Had I known it was XXXX I would have started to resolve much earlier. Statements were in junk mail and I was going by my contract and had payments set up. The bank insists I should have noticed and therefore there is nothing that can be done. " My time passes. '' It means that although they made a mistake, it was my bad for not catching them on time and they can't do anything at all. This is simply predatory behavior. I called to have my amount owed paid in full and request the {$2300.00} dollars on interest charge on a {$5000.00} purchase waived. I've never been late and have been their customer for over 15 years and they can't be accountable or even show apologies for the error made and lack of accountability. I spent {$5000.00} and {$2300.00} is almost 50 % in interest. This is unethical to say the least.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94551
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A