Business Profile

Credit Cards and Plans

Synchrony

Headquarters

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Important information

Customer Complaint:
Synchrony has requested that before filing a complaint with your BBB, consumers should visit the company's "Contact Us" web page:
https://www.synchrony.com/contact-us.html

In addition, please understand you may file a complaint with your BBB at any time during this process. It is Synchrony's hope to resolve the matter in an expedient manner.

Complaints

This profile includes complaints for Synchrony's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

8,024 total complaints in the last 3 years.
2,805 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/16/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Financed a sleep number mattress through Synchrony bank for $4,082.86. Set up auto payments in October ‘22 in the amount of $134.46. Was then charge November 15th ‘22 for the full amount of mattress $4,082.86. Contacted customer support was told I needed to call my bank to stop payment which has overdrafted that account. After contacting my bank I tried To log back into my synchrony account and received the message that my log in was correct but my account “may have been closed or blocked”. I’m seeking a refund for the full amount of the mattress less first payment.
Business Response
Date: 11/22/2022
November
22, 2022

Submitted via Better
Business Bureau Website

Case Number: ********
Creditor: Synchrony
Bank

On behalf of Synchrony Bank, I am responding to
your inquiry we received from the Better Business Bureau (BBB) on November
16, 2022. I
appreciate you bringing this matter to my attention.

In the interest of customer service and
goodwill, on November 18, 2022, I removed a late fee of $30.00 that was
assessed to your account on with the backdated date of November 13, 2022. Since
the late fee was assessed and removed within the same billing period, neither
the late fee nor the offsetting credit will be reflected on the billing
statement. Please be assured, on November 15, 2022, your automatic payments
have been changed from Statement Balance to Other Amount of $134.36.

You applied and were approved for a Sleep
Number/Synchrony Bank credit card account on August 31, 2022. You made
purchases of $134.36 on September 3, 2022, and $4,082.85 on September 25, 2022.
The September 20, 2022, statement cycled with only the $134.36 purchase posted,
reflecting a due date of October 13, 2022. On October 9, 2022, you set up an
automatic payment to have the balance deducted in full from your checking
account beginning on your next due date. On October 13, 2022, we received and
posted the payment for the statement balance of $134.36. Subsequently, on
November 13, 2022, we received and posted the payment for the statement balance
of $4,082.85.

On November 17, 2022, we received notice of a
stop payment in regard to the payment in the amount of $4,082.85. This amount
has been debited back to your account. In addition, the above mentioned late
fee if the amount of $30.00 was applied to the account as the minimum payment
amount was not satisfied.

Thank you for
the opportunity to respond to your concerns.
Initial Complaint
Date:11/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called to make a payment and ask a very specific question about whether or not I have any charges accruing interest and which charges are past the promotional period. At which point I am only notified of one, I paid and the employee allocated the payment incorrectly. Then I call I back in October 2022 and ask the same questions to which I find out about the mistake prior, make them allocate properly and refund me the interest charged. I find out I have a charge that has been accruing interest. When I call and ask very specific questions, it is up to the business to give me accurate information. This whole time they were not allocating the funds properly. I have worked with Neal previous in finance regarding this on going issue, where they are "mistakenly allocating payments incorrectly" thus my account then accrues interest charges. I would appreciate if Neal from finance calls to sort this out.
Business Response
Date: 11/29/2022
Upon receipt of your correspondence and the concerns raised through the BBB, it is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.
Business Response
Date: 12/09/2022
On behalf of Synchrony Bank, I am responding to
your inquiry we received from the Better Business Bureau (BBB) on November 15,
2022. I appreciate you bringing this matter to my attention.

We understand you made a good faith effort to
pay your promotional balances in full before the promotional expiration dates.
Therefore, we have removed interest charges totaling $359.88. Please be
advised, this action does not set precedent for future adjustments. The terms
of your account have not changed. Your account will continue to be assessed
late fees and interest charges in accordance with the terms of the Synchrony
Bank Credit Card Agreement.

According to the terms and conditions on the
application, Synchrony Bank reserves the right to select the method by which
payments and/or credits are allocated to the account. Our payment allocation
process is pre-determined for all of our accounts. The method in which we apply
payments and/or credits was disclosed in the terms and conditions that govern
your account. In addition to the copy of the terms and conditions you received
at the time of application, a copy was sent to you with your credit card. The
clause states the following:

Payment Allocation. We
will apply the required total minimum payment to balances on your account using
any method we choose. Any payment you make in excess of the required total
minimum payment will be applied to higher APR balances before lower APR
balances. Applicable law may require or permit us to apply excess payments in a
different manner in certain situations, such as when your account has a certain
type of special promotion.

Our monthly billing statements provide a
detailed summary of your promotional transactions. The summary explains the
date of the purchases, amount of the purchases, total accrued interest charges,
total outstanding balance on the purchases, and the expiration dates of the
promotions. Please note customers have the ability to allocate payments to the
desired portion of their account for up to 12 months of making the payments.

Customers have the ability to allocate payments
to the desired portion of their account for up to 12 months of making the
payments. Within federal guidelines. We sincerely regret if you feel our
allocation process was not in your favor; however, due to the large variety of
promotions we offer, it is in the best interest of most of our customers’
needs.

We received a request to reallocate previously
made payments in order to pay off the promotions that expired on October 14,
2021 and November 12, 2021. This adjustment is indicated on the statement as
follows:

CR PROMO BAL PER PMT                   $(117.70)
CR PROMO BAL PER PMT                   $(84.00)
CR PROMO BAL PER PMT                   $(12.92)
PYMT ADJ-PROMO CORRECT             $(117.70
PYMT ADJ-PROMO CORRECT             $84.00
PYMT ADJ-PROMO CORRECT             $12.92

As you can see, the charge added to the account
is immediately credited.

Please be advised you made additional purchases
in 2022. These purchases were placed on Deferred Interest No Interest If Paid
In Full promotions. The dates, amounts and expiration dates are as listed
below:

January 25, 2022, for $661.92 with the expiration date of February 12, 2024
June 10.2022 for $275.00 with the expiration date of December 14, 2023
June 29, 2022 for $535.21 with the expiration date of January 13, 2023
June 30, 2022 for $277.10 with the expiration date of July 14, 2024

While monthly minimum payments are required
during the promotional period, interest charges are accrued, but deferred. As
set forth on your monthly billing statements, the accrued interest is waived if
the promotional purchase is paid in full before the promotional expiration
date. Failure to remit the full payment by the promotional expiration date will
result in the accrued deferred interest charges being assessed to the account’s
regular balance.

On April 27, 2016, you registered your account
online and enrolled in our eBill program to receive electronic billing
statements. Each month, we send an email to you advising your billing statement
is available for viewing and to log in at mysynchrony.com to view your complete
statement. These statements provide information pertinent to your account and
should be viewed immediately. Your statement features a promotional purchase
summary detailing the accrued deferred interest charges, as well as the
promotional expiration date. If payment in full is not received for the
promotional purchases by the promotional expiration dates, your account will
incur the deferred interest charges.

We would like to stress compliance is very
important to Synchrony Bank, and we follow all applicable laws. Your account is
also important to us, and we strive to serve our customers in a timely and
satisfactory manner. We regret any dissatisfaction you may have experienced
regarding this account; however, we firmly believe that we have abided by the
terms of the account.

Thank you for
the opportunity to respond to your concerns.
Initial Complaint
Date:11/15/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid off the card balance in October. On November 10th, they took an additional $1000 out of my bank account. They now have $1000 of my money sitting as a credit on the card. I tried to contact them on 11/10, 11/11, 11/12 and 11/13 via chat because their wait time to contact by phone is too lengthy. Four times, I have been sent a link to verify my account. I've done it 3 times already. Once I verify the account, I hear nothing until I receive another text with the same link to verify my account. I have now contacted my bank to file a claim to get my money back.
Business Response
Date: 11/22/2022
Customer Service
PO Box ******
********* *******, ** **********

November
22, 2022

Submitted via Better
Business Bureau Website

Case Number: ********
Creditor: Synchrony
Bank

On behalf of Synchrony Bank, I am responding to
your inquiry we received from the Better Business Bureau (BBB) on November 15,
2022. I appreciate you bringing this matter to my attention.

On October 12, 2022, a payment in
the amount of $807.75 was applied to your CareCreditSM account. This
payment satisfied the balance in full. The account reflected a zero balance. On
November 10, 2022, we received an additional payment in the amount of
$1,000.00, resulting in a credit balance of $1,000.00.

The payment in question was not initiated by
Synchrony Bank. As Synchrony Bank did not originate the funds transfer, we have
no control over cancelling the bill pay that you set up through your bank. You
would need to contact your bank directly with questions in regard to their internal
processes and bill payment services.

On November 21, 2022, a credit balance refund
check of $1,000.00 was mailed to the address on the account. You should receive
your refund check within seven to ten business days. We regret any
inconvenience you may have experienced.

I regret you experienced a lengthy
hold time when you contacted our customer service department. Calls are taken
in the order they are received. Some days and times have higher call volume
than others, and we try to staff accordingly. I sincerely regret for any
inconvenience or frustration the recent handling of your CareCredit account may
have caused you. Your account is important to us, and we strive to serve our
customers in a timely and satisfactory manner.

Thank you for
the opportunity to respond to your concerns.
Customer Answer
Date: 11/26/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:11/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Syncony (Verizon Visa). Card got compromised and I locked card from future transactions. They are suppose to send me a new expedited card with a new number.... I am now unable to get to my history in order to avoid late fees and penalties for automatic payments. I have tried numerous times to reach them to provide me with the important information. they continuously drop my call and do not connect me a real human. once I did speak to someone, they were unable to provide me with tracking information for the new card. Syncrony bank needs to be responsive to customers.
Business Response
Date: 12/20/2022
Submitted via Better Business Bureau Website

Case Number: ********
Creditor: Synchrony Bank

On behalf of Synchrony Bank, I am responding to
your inquiry we received from the Better Business Bureau (BBB) on November 15,
2022. I appreciate you bringing this matter to my attention.

As indicated in your correspondence, we
recently received notification that either your credit card was lost or stolen,
or your account information had been compromised. For your protection, your
account was immediately closed to further purchases, and new account number was
issued. New credit cards were shipped to both you and your authorized user on
November 11, 2022. Based on your account records, your card was received and
activated on November 30, 2022. Please reference the new account number for all
future purchases and inquiries.

On November 27, 2022, as a result of your
conversation with one of our customer service associates, a credit was issued
to your account for late fees in the amount of $40.00. As of the date of this
letter, your current balance is $755.08. Please note, your account history also
reflects the transfer of your online credentials and scheduled payments from
the prior account number to your new account on November 22, 2022. We sincerely
regret any inconvenience this matter may have caused you. For security reasons,
online access to an account is temporarily restricted pending our review for
any fraudulent activity.

In your inquiry, you indicated you were
dissatisfied with the level of service you received while attempting to resolve
this matter. Please know customer service is very important to us, and we
appreciate the time it took for you to bring your concerns to our attention. By
receiving feedback from our customers, we are able to address specific issues
and improve our service quality.

Thank you for
the opportunity to respond to your concerns.
Initial Complaint
Date:11/14/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Charging me an outrageous amount of interest!!!
See Attached
Business Response
Date: 11/28/2022
It is necessary for us to conduct
further research in order to resolve the issue and respond accurately to your
inquiry. Once the review is complete we will respond to you through the
BBB.
Business Response
Date: 12/15/2022
Customer Service
PO Box 166011
Altamonte Springs, FL 32716-6011

December
15, 2022

Submitted via Better
Business Bureau Website

Case Number:               ********
Creditor:                       Synchrony
Bank

On behalf of Synchrony Bank, I am responding to
your inquiry we received from the Better Business Bureau (BBB) on November
14, 2022. I
appreciate you bringing this matter to my attention.

Unfortunately, we are unable to change the
annual percentage rate (APR) used to calculate interest charges on your
account.

The APR is determined by the rates disclosed in
the Credit Agreement (Terms and Conditions). You may also refer to the Credit
Agreement (Terms and Conditions) for additional information on calculation of
interest charges and other fees that may be assessed to your account.

For your convenience, a detailed description of
the method used for calculating interest charges is located on the back of your
billing statement. Interest charge calculation may vary based on promotional
purchases.

The purchase of $201.00 was placed on a Deferred
Interest promotion with a promotional purchase expiration date of October 25,
2022. Additionally, a purchase of $414.98 was placed on a Deferred Interest
promotion with a promotional purchase expiration date of October 25, 2022. Under
this promotion, no interest charges are assessed if the promotional purchase
balance is paid in full within the promotional period. If the promotional
purchase balance is not paid in full by the end of the promotional period,
interest will be imposed from the date of purchase in accordance with the
promotional terms of the purchase.

This information, including the applicable
annual percentage rate (APR), was provided to you on your monthly billing
statements under the headings Promotional Purchase Summary and Interest Charge
Calculation.

Unfortunately, payment in full was not received
by your promotional purchase expiration date. As a result, interest charges
were assessed in accordance with the promotional terms of the purchase.

Thank you for
the opportunity to respond to your concerns.
Initial Complaint
Date:11/14/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Synchrony Bank about a loan payoff as well as an over payment made. My credit union paid off
RE: Acct Number **************** on 10/31, Synchrony also took an autopay out on 11/3. the pay off also posted on 11/3 (to my knowledge) All I want is the payment taken out refunded. Dont care how but I should not have to wait to get a refund after the loan was double paid.
Business Response
Date: 11/30/2022
Customer Service
** *** ******
********* ******** ** **********

November
30, 2022

Submitted via Better
Business Bureau Website

Case Number: ********
Creditor: Synchrony
Bank

On behalf of Synchrony Bank, I am responding to
your inquiry we received from the Better Business Bureau (BBB) on November
14, 2022. I
appreciate you bringing this matter to my attention.

I sincerely regret any inconvenience or
frustration this matter may have caused you. I also regret any dissatisfaction
you have experienced regarding this Polaris installment loan. On November 1,
2022, your AutoPay payment of $293.36 was processed and posted to your account.
Subsequently, on November 3, 2022, we processed a payoff check in the amount of
$16,326.07. This payment was posted effective for October 31, 2022, which is
when it was received in the mail and routed to our finance departing for processing.
This payment created a credit balance in the amount of $361.02. However,
because we allow time for your bank to process the payment, your credit balance
was not available for immediate refund.

On November 18, 2022, you contacted customer
service regarding your loan. During this telephone call, the customer service
representative submitted a request on your behalf to have the credit balance of
$361.02 disbursed to you in the form of a credit balance refund check. This
amount, in the form of a credit balance refund check, was sent to you on
November 18, 2022. It should arrive 10 to 14 business days after November 18,
2022.

Thank you for
the opportunity to respond to your concerns.
Customer Answer
Date: 11/30/2022

Complaint: ********

I am rejecting this response because: I paid off the loan on Oct 31 and the payment was taken from my account on 11/3, it is unfair that I have to wait over a month for a paymnet that should not have been taken out in the first place, I had contacted Synchrony twice for the payoff and asked that autopay stop. Again, You have been paid twice and I have to wait 30 days to get my money back which should have never been taken out

Sincerely,

***** ****
Initial Complaint
Date:11/14/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi I really don’t know If this is where I file a complaint or not but I’ve tried to get a lowes credit card and keep getting denied I’ve got credit cards and one through Synchrony bank and don’t understand why I keep getting denied when applied my address was misspelled and they fix that but when I apply say 6 months down the road they still have my address misspelled so not sure if that the reason but I can’t get them to fix the issues to clear my address and get a new approval application if there’s is anything you could do to help with this matter please let me know and thank you
Business Response
Date: 11/25/2022
It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.
Business Response
Date: 12/23/2022
It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.
Business Response
Date: 01/03/2023
Customer Service
** *** ******
********* ******** ** **********

January
3, 2023

Submitted via
Better Business Bureau Website

Case Number: ********
Creditor: Synchrony Bank

On behalf of Synchrony Bank, I am
responding to your inquiry we received from the Better Business Bureau (BBB) on
November 14, 2022. I appreciate you bringing this matter to my attention.

I
sincerely regret any dissatisfaction this matter may have caused you. Your
concerns are important to us and we strive to serve our customers in a timely
and satisfactory manner.

Synchrony
Bank obtained information from one of the major credit bureaus for the purpose
of soliciting consumers who fit a minimum pre-determined credit profile to
qualify for the Lowe’s® Advantage Card account. This practice is
authorized by the Fair Credit Reporting Act and does not negatively impact your
credit report or credit score. Prescreened offers, sometimes known as
“prequalified” offers, are not a guarantee of approval for credit.

Your
Lowe’s Advantage Card account credit application was declined. Synchrony Bank’s
evaluation of a credit application is made utilizing a sound credit scoring
system. This system generates a score, which is a result of point values
assigned to various items found on an applicant’s credit bureau file. In our
experience, this score helps predict the probability if an account will be paid
in accordance with its terms. If the score fails to meet certain criteria, the
credit application will be declined.

As
required, Synchrony Bank sent a letter to you advising of this decision. The
specific reasons for the action were articulated in the letter, a copy of the
most recent letter is attached. Please be assured this decision resulted from
an overview of your entire credit file. Furthermore, we are unable to overturn
our decision.

If
you do not agree with the information the credit bureau has provided, please
contact the credit bureau directly.

Thank you for
the opportunity to respond to your concerns.
Initial Complaint
Date:11/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Without notice or anything, just a hit to credit reports my credit card account was closed.
Business Response
Date: 11/23/2022
It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.
Business Response
Date: 12/01/2022
Customer Service
** *** ******
********* ******** ** **********

December 1, 2022

Submitted
via Better Business Bureau Website

Case Number:            ********
Creditor:                      Synchrony Bank

On behalf of Synchrony Bank, I am
responding to your inquiry we received from the Better Business Bureau (BBB) on
November 14, 2022. I appreciate you bringing this matter to my attention.

I
sincerely regret any dissatisfaction this matter may have caused you. Your
concerns are important to us and we strive to serve our customers in a timely
and satisfactory manner. I sent an email on November 15, 2022 to acknowledge
receipt of inquiry and provide my direct contact information.

Per
the terms and conditions governing your CareCredit account, we reserve the
right to close your account at any time. Based on a review of your account, we
have received two returned checks on your credit card account in the past two
months. The dates the payments were received, and the amount of the payments
are listed below.

Payment in the amount of $87.00 dated October 3, 2022
Payment in the amount of $175.00 dated October 13, 2022

The
term returned check does not necessarily mean insufficient funds. The term
could have a number of meanings, including but not limited to, insufficient
funds, closed account, and/or unable to locate account. As a result of the
dishonored payments, on November 10, 2022 your CareCredit account was closed,
and a letter was sent to you advising of our decision.

We
regret any dissatisfaction you may have experienced regarding this account;
however, we firmly believe we have abided by the terms of the account.

Thank you for
the opportunity to respond to your concerns.
Initial Complaint
Date:11/14/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have almost always paid more than the minimum. Last pymt however was the minimum paid on the due date. All of a sudden all these late fees have accrued that were not there when I made my pymt.
Business Response
Date: 11/21/2022
November 21, 2022

Submitted via Better
Business Bureau Website

Case Number: ********
Creditor: Synchrony
Bank

On behalf of Synchrony Bank, I am responding to
your inquiry we received from the Better Business Bureau (BBB) on November 14,
2022. I appreciate you bringing this matter to my attention.

You applied and were approved for a CareCreditSM credit card account on April 27, 2022 with a credit limit of $2,000.00.
Subsequently, on April 28, 2022, you made a purchase totaling $625.50. This
purchase was placed on a Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of November
11, 2022. While monthly minimum payments are required during the promotional
period, interest charges are accrued, but deferred. As set forth on your
monthly billing statements, the accrued interest is waived if the promotional
purchase is paid in full before the promotional expiration date. Failure to
remit the full payment by the promotional expiration date will result in the
accrued deferred interest charges being assessed to the account’s regular
balance.

On May 5, 2022, you registered your account
online and enrolled in our eBill program to receive electronic billing
statements. Each month, we send an email to you advising your billing statement
is available for viewing and to log in at www.mysynchrony.com to view your
complete statement. These statements provide information pertinent to your
account and should be viewed immediately. Your statement features a promotional
purchase summary detailing the accrued deferred interest charges, as well as
the promotional expiration date. Payment in full was not received for the
promotional purchase by the promotional expiration date. As a result, your
account incurred deferred interest charges, in the amount of $80.13. If you can
pay the balance of $417.50 by January 11, 2023, in the interest of customer
service and goodwill, we will remove the interest charges associated with this
expired promotion. Please review your statement as you have other promotions
that will be expiring soon.

A late fee is charged to your account if the
minimum monthly payment shown on your billing statement is not received by the
due date shown on the statement. When a late payment fee appears on your
statement, it means either the payment made was less than the minimum required
or the minimum payment was not received by the statement due date. Please be
sure to allow seven to ten business days for your payment to be received and
posted to your account. We have not received a payment for the November 4, 2022,
due date, resulting in a late payment fee of $29.00 being assessed. The late
fee was assessed to your account per the terms of the accountholder agreement.

Thank you for
the opportunity to respond to your concerns.
Initial Complaint
Date:11/14/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a bed through the Mattress Firm under ma credit line through Synchrony Bank. The Bed and frame were sold under a promotion making the first few months a very low dollar payment of $10.00 per month. Then when the promotion ended my payment was to be increased to $100.00 per month until the bed was paid in full. I signed up for paper billing so that I had a billing record outside of my bank account listing the transactions for this bill. In July I thought my payment period for the higher payment started but when I received the bill it said it was still $10.00, so I paid it accordingly. When the following month came and I went to pay the bill it was well over $689.00!!! This made no sense to me so when I called to pay the bill and explained to them what was going on, they only partially admitted to the error. They stated they would correct it and instructed me to wait until the upcoming Tuesday to make my monthly payment so their system could process the corrections. I did so and upon doing so everything they said they were doing was reversed and they continued to tack on large fees to my monthly payment and account. I prayed it was just an error because they assured me that would resolve the situation. The next thing I know they started calling and texting me harassing me day and night, as if I hadn't been upright with my obligation to them. I called back again before I paid the bill for the month as usual and immediately requested a supervisor who was giving me the run around stating all they could do was process a ticket for review, this was not a satisfactory solution as the attacked my credit score and dropped my credit score down 98 points behind a bill I always paid and paid on time. I then requested to speak with a manager who seemed to truly understand the issue and stated that she would make sure the ticket went through for correction I told her I felt targeted at this point and hustled and was going to file with the BBB and my state.
Business Response
Date: 11/23/2022
It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.
Business Response
Date: 11/29/2022
Customer Service
** *** ******
********* ******** ** **********

November
29, 2022

Submitted via
Better Business Bureau Website

Case Number: ********
Creditor: Synchrony Bank

On behalf of Synchrony Bank, I am responding to your
inquiry we received from the Better Business Bureau (BBB) on November 14, 2022.
I appreciate you bringing this matter to my attention. We attempted to call you
in order to discuss your concerns; however, we were unable to reach you.

I
sincerely regret the circumstances leading you to contact the BBB and apologize
for any inconvenience or frustration the recent handling of your Synchrony HOMETM Credit Card account may have caused you. Your account is important to us, and
it is our goal to serve our customers in a timely and satisfactory manner.

On
November 26, 2022, I electronically requested all major credit bureaus remove
any derogatory information reported with regard to your Synchrony HOME Credit
Card account. The updates to your personal credit report may take up to 60
days.

Furthermore,
we removed a late fee totaling $39.00 on November 11, 2022. Subsequently, we previously
removed a late fee totaling $39.00 on October 1, 2022. These credits are
reflected on your October 2022 and December 2022 monthly billing statements.

On
March 23, 2022, you made two purchases in the amount of $5,119.62 and $552.49.
Please note that for the first three months the promotional purchases were on a
special financing payment delay promotion where the introductory minimum
payment amount was $1.00 each. The introductory period ended with your July 3,
2022 billing statement.

These
purchases were placed on 36-month Equal Payment/No Interest promotion. Under
this promotion, equal monthly payments of $154.53 and $16.65 are required
during the promotional period. No monthly interest charges are assessed on the
promotional balance during the promotional period. However, the balance must be
paid in full on or before the expiration date to avoid future interest charges.
Regular account terms will apply to any remaining balance after the promotional
period ends.

Synchrony
Bank works with our retail partners to provide information and training to
store employees regarding our credit products. We sincerely regret if you were
given incorrect information, and we appreciate being made aware of the
situation.

Thank you for the opportunity to respond to
your concerns.

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