SYNCHRONY FINANCIAL

2019-11-25

Amherst, OH

Other features, terms, or problems

Credit card or prepaid card: Store credit card

Other problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-25

W Des Moines, IA

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Leming, TX

Managing an account

Checking or savings account: Savings account

Fee problem
Complaint: A Trial Deposit Has Been Successfully Made to Your AMAZON CREDITBUILDER email from synchrony bank, synchrony bank automated phone system won't connect to a live rep for anyone including credit card support lines. After digging through a few synchrony bnak issued credit card numbers I was able to reach a live rep to tell me its a systemwide glitch. Alot of hours wasted thinking there was fraud on my account. Official Secured Message Resonse Dear XXXX XXXX XXXX We value your business as a Synchrony Bank customer. Synchrony is currently investigating an unplanned customer notification that is affecting some consumers. We are currently investigating the root cause and we apologize for any confusion. You do not need to take any action at this time. If you have any additional questions or concerns, please feel free to contact a Specialist at XXXX. Thanks again for choosing Synchrony Bank. Customer Service Representative -- - Original Message -- - From : " XXXX XXXX XXXX '' XXXX Received : XX/XX/19 XXXX XXXX EST To : XXXX Subject : General Service I attempted contacting you by phone, but the call keeps getting disconnected by your automated system. I got this message by email & amp ; quot ; A Trial Deposit Has Been Successfully Made to Your AMAZON CREDITBUILDER & amp ; quot ; in my email, I do not have an amazon creditbuilder account, neither do I have a credit card with amazon. Help please!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

TX

Advertising and marketing, including promotional offers

Credit card or prepaid card: Store credit card

Confusing or misleading advertising about the credit card
Complaint: Scam or phishing emails from Synchrony Bank. Called customer service and was told it was not sent by them and the agent hung up on me XXXX told me Sent to wrong e-mail. On XXXX, a thread says some are told not sent by us and others sent by mistake. Action required on your application email from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

NV

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Complaint: We received several emails from Synchrony Bank on XX/XX/2019 about trial deposits being made and action needed on my application. Since we did not apply for any accounts or attempt to link any accounts we tried to access our accounts via the banks app and website without success. We attempted to contact them through support email, chat and at least six phone numbers. Chat was down, ALL phone numbers reported being disconnected and we did not receive any email response. It appears to customers that Synchrony Bank has been hacked and is no longer in business. What is going on and why have they not issued any information to their customers?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Anchorage, KY

Managing an account

Checking or savings account: Savings account

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Austin, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: In progress

Timely Response

2019-11-25

Bronx, NY

Fees or interest

Credit card or prepaid card: Store credit card

Charged too much interest
Complaint: On XX/XX/XXXX I was charged {$270.00} INTEREST CHARGE ON PURCHASES made on XX/XX/XXXX of {$910.00}. I was never explained that I will pay interest on the whole original purchase amount instead and APY of 29.99 % on balance remaining. This company terms are predatory deceiving and should be illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-11-25

Galveston, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Santa Ysabel, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: I am trying to close on a house on which my and my wife 's offer has been accepted, and urgently require funds in my savings account. All of my savings are there, and time is of the essence, yet I can not access any funds or contact anyone who works for Synchrony Bank. Today ( XX/XX/2019 ) I tried numerous times to access my Synchrony Bank online Savings account through its website and the app. The pages would not load, and I also tried calling all published customer service phone numbers ( the online representative chat was also unavailable at XXXX pacific time, which was unusual ). Half of the calls to customer service were dropped or otherwise disconnected ; a few more had a " technical difficulties '' response and disconnected, and the rest connected me randomly to advertisements and credit card help lines ( Amazon, Sam 's Club, and Banana Republic, to name a few ). I also tried transferring funds through the ACH online transfer to external bank accounts which had previously been verified, but that resulted in an error message, as well. I can not access any of my own money, and I am concerned I may lose this house and possibly all of my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

IN

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Company Response: In progress

Timely Response

2019-11-25

Heights, TX

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account status incorrect
Company Response: In progress

Timely Response

2019-11-24

Cartersville, SC

Fees or interest

Credit card or prepaid card: Store credit card

Charged too much interest
Complaint: On my Lowes credit card, I was inaccurately charged {$110.00} and {$78.00} interest on purchases that were returned and/or never delivered in XXXX and XXXX 2019. XXXX, an on-line supervisor, indicated on XXXX19 that the credits would be posted to my account within 1-2 billing cycles or within 60 days. The credits have not been issued.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-11-24

FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: In progress

Timely Response

2019-11-24

Flor, MO

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: In progress

Timely Response

2019-11-24

MA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: This is very very clear that this report is incorrect. The only late remark present is a single LATE 30 DAYS then after that a CHARGED-OFF remark. I believe it will not be hard to remove this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-24

Macclenny, FL

Problem when making payments

Credit card or prepaid card: Store credit card

Problem during payment process
Complaint: I paid my Old Navy Credit Card in full on XX/XX/2019. Normally, the payment only takes around 3-5 days to process. However, it has been 9 days and my payment is still processing. I contacted the company and was told that it could be another 5-6 days before the payment processes. I have never had this issue before and the company will not move forward with releasing my balance and allowing me to use my card. I have heard from several customers who have this card that once your remaining balance is paid in full, the company will cancel your account. This is unfair practice for those of use who can afford to pay off our accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-24

Nyc, NY

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Company Response: In progress

Timely Response

2019-11-24

Brockton, MA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Was not notified of investigation status or results
Complaint: I would like to report this incorrect late remark that shouldn't be in the report. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Year XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX OK OK OK OK OK OK OK OK OK OK OK OK OK OK OK OK OK OK XXXX OK OK
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-24

Soquel, CA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Confusing or misleading advertising about the credit card
Complaint: On XX/XX/19 I went into a TJ Maxx store in XXXX XXXX, CA. While checking out, the cashier told me I could " upgrade '' my current TJX store card to the MasterCard version and she'd give me 10 % off. I confirmed with her this would NOT be a new account. She let me know it would be an upgrade to my existing card so I agreed. Turns out this was exactly the opposite. When I called customer service, they informed me a new card was opened and they can not merge the accounts. I said fine, please close the new account opened and they said they would. On XX/XX/19 I received a letter that there was no evidence finding any issues with the new account and the card would remain open. Completely absurd. TJ Maxx needs to train their staff both in store and through the customer service line. I now have a card open that I do not want and was tricked into opening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-24

Bedford, TX

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: THIS COMPLAINT IS IN REGARD TO INACCURATE INFORMATION EXISTING ON MY XXXX/XXXX XXXX CREDIT REPORT. THIS COMPLAINT IS AGAINST SYNCB/SHOPHQ PLCC AT THIS TIME. This is a complaint arising under Sections 5 ( a ), 5 ( m ), 13 ( b ), and 16 ( a ) of the Federal Trade Commission Act ( FTC Act ), 15 U.S.C. 45 ( a ), 45 ( m ) ( 1 ) ( A ), 53 ( b ), and 56 ( a ) ; the Fair Credit Reporting Act ( FCRA, 15 U.S.C. 1681-1681x ; and the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692-1692p, to obtain monetary civil penalties, a permanent injunction, restitution, disgorgement, and other equitable relief for the Defendants violations of the FCRA, the FDCPA, and Section 5 of the FTC Act. SYNCB/SHOPHQ PLCC provides consumer personal credit reports to regional and national credit grantors, attempting to issue both commercial and consumer credit. SYNCB/SHOPHQ PLCC regularly furnishes consumer credit reports to Creditors electronically. SYNCB/SHOPHQ PLCC is an entity who regularly and in the ordinary course of business furnishes information to one or more Creditors about its transactions or experiences with its consumers. SYNCB/SHOPHQ PLCC routinely receives complaints from consumers who claim they do not owe the debt or that an account is invalid or incorrect. In numerous instances, I have notified SYNCB/SHOPHQ PLCC at the address specified for such disputes that SYNCB/SHOPHQ PLCC is reporting inaccurate information concerning my consumer credit. As a victim of identity theft I expect the information in my consumer report to be accurate and my disputes taken seriously. SYNCB/SHOPHQ PLCC has continued to report inaccurate information to the Creditors even after receiving such notice and accompanying proof. In numerous instances, I have disputed the information appearing on my consumer credit report in writing to SYNCB/SHOPHQ PLCC. SYNCB/SHOPHQ PLCC receives most notices of disputes from a consumer in electronic format, through automated consumer dispute verification ( ACDV ) forms provided on SYNCB/SHOPHQ PLCC S website. Pursuant to Section 623 ( b ) ( 1 ) of the FCRA, SYNCB/SHOPHQ PLCC, as a furnisher of information to the Creditors, is required to conduct an investigation of the disputed information upon receipt of a notice of dispute from a Consumer. For certain types of disputes, such as those where the consumer claims the account is not his or hers or belongs to someone with a similar name, it is SYNCB/SHOPHQ PLCC s policy and practice only to compare the name, social security number, date of birth, and address in SYNCB/SHOPHQ PLCC s computer database with the information provided on ACDV forms. Where three of the four items match, SYNCB/SHOPHQ PLCC will report to the Consumer that it has verified the information it furnished as accurate. It is SYNCB/SHOPHQ PLCC s policy that only after the consumer has alleged the same type of account inaccuracy more than four times will the matter become assigned to a supervisor to do further investigation. Because SYNCB/SHOPHQ PLCC collects accounts that are often old, information in its computer files may not be accurate for a variety of reasons, including incorrect updating of addresses, errors in recording names and information, and problems with the original Creditors records. In disputes involving identity theft or fraud allegations, SYNCB/SHOPHQ PLCC s policies provide that if the existing account codes and notes in its records do not contain any reference to a prior claim of fraud, SYNCB/SHOPHQ PLCC will verify the previously reported information without conducting any investigation prior to such verification. In numerous instances, despite written or oral notification from consumers disputing the accuracy or completeness of alleged debts, SYNCB/SHOPHQ PLCC continued to furnish the information to the Creditors without communicating that the information was disputed by the consumer. Section 623 ( a ) of the FCRA describes the duties of furnishers to provide accurate information to Creditors. Section 623 ( a ) ( 1 ) ( B ) prohibits furnishers from providing information relating to a consumer to any Creditor if i. the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ii. the information is, in fact, inaccurate. In numerous instances, I have contacted SYNCB/SHOPHQ PLCC at the address specified by SYNCB/SHOPHQ PLCC to dispute information furnished by SYNCB/SHOPHQ PLCC to a Creditor and to notify SYNCB/SHOPHQ PLCC that the information is inaccurate. In numerous instances, I have also provided information such as the consumers drivers license, social security number, and/or proof of residence to confirm my identity. The acts and practices alleged above constitute violations of Section 623 ( a ) ( 1 ) ( B ) of the FCRA, 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( B ). Pursuant to Section 621 ( a ) ( 1 ) of the FCRA, 15 U.S.C. 1681s ( a ) ( 1 ), the acts and practices alleged above also constitute unfair or deceptive acts or practices in violation of Section 5 ( a ) of the FTC Act, 15 U.S.C. 45 ( a ). Under Sections 13 ( b ) and 19 of the FTC Act, 15 U.S.C. 53 ( b ) and 57b, I am able to recover all equitable and ancillary relief as it may deem appropriate in the enforcement of the FCRA, the FDCPA, and the FTC Act, including the ability to order rescission or reformation of contracts, restitution, the refund of monies paid, and disgorgement to deprive a wrongdoer of ill-gotten gain. Section 621 of the FCRA, 15 U.S.C. 1681s, authorizes a Court to award monetary civil penalties of not more than {$2500.00} per violation for each violation of Sections 623 ( a ) ( 3 ) and 623 ( b ) of the FCRA. I want SYNCB/SHOPHQ PLCC to remove these inaccurate items.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-24

Main Office, VA

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Complaint: This credit card from SYNB/JC Penny 's DC reported balance of {$620.00} and credit card amount of XXXX opened XXXX XXXX is fraudulent.The address isSYNCB/JC PENNY 'S DC XXXX XXXX XXXX XXXX, GA XXXX USA This credit is on my XXXX report.I never opened this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-23

VA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Personal information incorrect
Complaint: Ms. XXXX XXXX, Director Consumer Finance Protection Bureau Via Consumer Finance.gov website Subject : paralleling XXXX XXXX line The report of my death was an exaggeration. I submit this note of concern not simply because an alleged credit reporting agency claims I am deceased but, hurt feelings aside, this obviously false claim can kill my credit rating! Yes, mistakes do happen. Of broader importance is the agency ( the poorly named XXXX ), its crony bank ( Synchrony ), and the retailer ( Gap which apparently refers to the wide space between sales and service ) which chose the bank, have clearly indicated they do not give a XXXX. This awkward tale began with an attempted web purchase from Gap linked to a cost saving if I agreed to apply for their credit card. Subsequently I received on XX/XX/XXXX a letter using my formal name XXXX XXXX, from Synchrony ( an institution previously unknown to me. The letter dated XX/XX/XXXX said it was unable to approve my credit request as XXXX reports applicant is deceased. Well. When I received the latter I called XXXX on XX/XX/XXXX. Twice. Twice was put into a voice mail. Presented my problem. To date I have not received a response. Perhaps they are embarrassed? Moving up the line, on XX/XX/XXXX, I called Synchrony where I was told, repeatedly, it was not their problem, I should call XXXX. I finally asked for the banks fraud division. I was connected and with patience explained the situation. My reward was to be disconnected. Moving further up the line, I called XX/XX/XXXX Gap/Banana Republic to explain the problem and the obvious danger to my credit rating. I was told the matter would be referred internally and I would hear back in 30 days. I explained that a month dead would Really do damage to my reputation. He referred me to another number that referred me to another that flipped me back to the Synchrony credit card company. Ive actually been to the real ( rudely-called ) Banana Republic where manners are far better. I do know if I am trapped in the company of XXXX, incompetents or gamers. I do know that given my past experience as a news reporter, I will not let this misbehavior lie.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-23

Medford, OR

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Problem lowering your monthly payments
Complaint: I have had a XXXX with XXXX XXXX XXXX which can be used anywhere not just XXXX XXXX XXXX Since 2007. I have been making my payments, but the minimum payment went up and it is a financial struggle for me. I have called every year asking for a review to get my payment lowered. Each time I Am told there is no lowering of my payment and will not be lowered. I pay {$180.00} month just for a {$5300.00} credit card. I calculate the interest paid over the past 12 years, I have paid at least {$12000.00}. Since the balance is less that, I don't think I am asking for a lot by asking for a lower payment. I am XXXX and wanted to retire soon. But with this payment I am struggling. I am on hold waiting for a representative now. We will see how long this " Customer Service '' takes. * UPDATE I was just told that '' there is no lowered payment. '' The person who I talked to was a supervisor named XXXX. He was not able to lower the interest or the payment. He did say there is s program that can close the account and make payment arrangements. This would negatively affect my credit so that is not helpful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-23

Between, GA

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: I mailed PayPal Credit a letter stating to cease all contact with me for a debt they allege I owe. I have a tracking number as well as sign conformation that they receive the letter. Then today i got a letter form them in the mail. This is in direct violation of the law. " Under the Fair Debt Collection Practices Act, a federal law, you may not contact me further once I have notified you not to do so. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response