Complaints

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

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• 

  Synchrony

  Kettering, OH 45420-1469

• 

  Synchrony Bank

  PO Box 508 Depew, NY 14043

• 

  GE Capital Consumer Company

  4605 Duke Drive Macy's Mason, OH 45040

• 

  Monogram Credit Card Bank of Georgia

  PO Box 103101 Roswell, GA 30076

• 

  Monogram Credit Card Bank of Georgia

  PO Box 103073 Roswell, GA 30076

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:01/04/2023

  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.

  I recently got denied for a credit card due to my credit as a result of YOUR COMPANY’S FAILURE to positively verify this account.
  
  Not only have you ignored my prior requests for validation of debt but you also continue to report this debt to the credit bureaus causing damage to my character. I am giving last chance to DELETE this on the consumer’s report at once or I will SUE your company for violations of my consumer rights as indicated under both the FDCPA and the FCRA and DEMAND $1000 for all damages you caused to my character

  Business Response

  Date: 02/03/2023

  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  February
  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 January
  4, 2023. I
  appreciate you bringing this matter to my attention.
  
  Based on your inquiry, we have reviewed your
  account record and verified we have accurately reported your Suzuki instalment
  loan, Kawasaki installment loan and Pandora/Synchrony Bank account history
  information to the major credit bureaus. Since we have reported accurate
  information pertaining to your accounts, we are unable to delete or modify the
  statuses as reported. Therefore, your request for Synchrony Bank to delete this
  trade line from your personal credit history has been respectfully declined. In
  addition, we respectfully decline your request for monetary compensation.
  
  We previously responded to your request for
  validation of the Kawasaki installment on April 26, 2022 and on June 11, 2022.
  For your convenience, a copy of our responses has been enclosed. After a review
  of your concerns regarding the validity of this debt, Synchrony Bank feels we
  have accurately addressed your concerns. Our position remains the same as
  stated in our original response.
  
  We regret we do not have record of receiving
  request for validation of debt in relation to your Suzuki installment loan or
  your Pandora/Synchrony Bank account.
  
  Your Suzuki installment loan was originated on
  October 18, 2017 in the amount of $7,362.40. The proceeds of the loan were used
  to purchase a 2017 Suzuki RM-Z450 from Delmar Power Sports LLC located in
  Salisbury, Maryland. I have enclosed a copy of your credit application, loan
  contract, application for certificate of title,  GAP insurance contract and credit disclosures for
  your review. With respect to the verification of the unpaid balance associated
  with your account, enclosed please find copies of your initial and last three
  monthly billing statements. These billing statements reflect transactions that
  were applied to the account. Your last payment in the amount of $702.03 was
  received on March 3, 2021. Your account balance of $4,704.33 was charged off
  due to delinquency on August 26, 2021. Subsequently, your we placed your
  account with Nationwide Credit, Inc., (866) 505-9316 on January 13, 23 to
  collect the debt on our behalf.
  
  Your Pandora/Synchrony Bank credit card account
  was opened on February 14, 2018 via an in-store digital application system. You
  agreed and consented to the terms and conditions of the account via electronic
  method; therefore, no physical copy of the application is available. However,
  the Social Security number mailing address and other personal information
  verified to you. With respect to the verification of the account, enclosed
  please find copies of your initial and last three monthly billing statements.
  These billing statements reflect transactions that were applied to the account.
  Your last payment in the amount of $12.00 was received on September 30, 2020.
  This payment brought your account balance to $0.00.
  
  On February 18, 2022, we received notification
  the account was the result of fraud. At that time the account was referred to
  our fraud department for review. On March 2, 2022, the fraud department
  conclude their investigation and did not resolve in your favor. As part of the
  fraud resolution process, your original account number was transferred to a new
  account number. A letter advising of the outcome was sent to you on March 2,
  2022, and I have enclosed a copy for your review. An additional claim of fraud
  was received on December 12, 2022, and your account was referred to the fraud
  department for review. This additional claim of fraud was not resolved in your
  favor. A letter advising of the outcome was sent to you on December 12, 2022,
  and I have enclosed a copy for your review.
  
  This letter is to notify you we have examined
  the above-referenced account files and verified the account activity is
  accurate. In the absence of our receipt of any specific information or facts
  regarding the dispute referenced in your letter, we will assume this response
  resolves the matter.
  
  In accordance with federal regulations, we are
  providing you the address of each credit bureau agency that reports this
  account on your credit bureau report
  
  Equifax
  ** *** ******
  ******** ** **********
  ***** ********
  ***************
  
  Experian
  *** ******** ***
  ** *** ****
  ****** ** *****
  ***** ********
  ****************
  
  TransUnion
  * ******* *****
  ** *** ****
  ******** ** **********
  ***** ********
  ******************
  
  Innovis
  ** *** ******
  ******** ** **********
  ***** ********
  ***************
  
  Thank you for
  the opportunity to respond to your concerns. 

• Initial Complaint

  Date:01/03/2023

  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 received a letter from Synchrony Bank in regards to a credit in the amount of 229.29 and have made 8 phone calls in regards to said letter. I've been told over and over they are opening an inquiry on this issue and none was ever opened now today they said they are sending me a letter explaining why they don't owe me this money! The credit can't be found on any of my statements and am told they can't send me a check till they the investigation that has never been opened! What can do! I don't understand why if the letter says that I have this credit and it can't be found on any of my statements why won't they issue me a check?

  Business Response

  Date: 01/17/2023

  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  January
  17, 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 January 4,
  2023. I appreciate you bringing this matter to my attention.
  
  We previously responded to your complaint on January
  17, 2023 through the Attorney General of Minnesota. For your convenience, a
  copy of our response has been enclosed. After a review of your concerns
  regarding a refund, Synchrony Bank feels we have accurately addressed your
  concerns.  
  
  The letter you received dated November 18, 2022
  referring to a billing dispute from May 13, 2021 was sent in error. We have no
  record of a billing dispute in that timeframe for that amount on the referenced
  HSN Card account. However, due to the misinformation provided and in the
  interest of customer service and goodwill, we have issued a credit of $229.29
  to your account, resulting in a credit balance of $229.29.
  
  This amount was sent as a refund check on
  January 11, 2023, and should arrive within seven to ten business days. We
  previously sent a refund check for $10.60 which was a result of an interest
  waiver issued on November 8, 2022. We regret any confusion or frustration this
  matter may have caused.
  
  Thank you for
  the opportunity to respond to your concerns. 

  Enclosure

  Customer Answer

  Date: 01/20/2023

  
  
  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:01/03/2023

  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.

  Synchrony Bank was paid by SECU by a cashiers check on June 30, 2020 for a purchase made Nov 2019. The check was cashed and has cleared my bank more than 2 years ago. Synchrony claims they did not know where to post the check,so it went into a "ghost" account, even though a copy of my statement was enclosed with my account number, and the someone at Synchrony wrote on the cashiers ck the last 4 digits of my account number. Synchrony Bank has repeatedly put this charge back on my account for unknown reasons after I have spent hours on the phone, and mailed copies of the cashiers check with proof that it was depositied/cashed, per their request, and after being assured that it was resolved, as of today, 12/31/2022, my mattress firm account has an outstanding balance where this charge was put back in my account. Now, my credit score has lowered as a result of this and I am mentally exhausted with the lack of professionalism of Synchrony Bank. To be a large financial institution, there is a major problem here and I need help. Very unprofessional as they have violated the Fair Debts Collection act. I fee as though I should be reimbursed for mental anguish along with my multiple hours trying to resolve this issue.

  Business Response

  Date: 01/24/2023

  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.
  
  Upon receipt of your
  correspondence and the concerns raised through the BBB, it t 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.
  
  Sincerely,
  
  Senior Specialist,
  Corporate Consumer Relations
  Synchrony Bank

  Business Response

  Date: 02/07/2023

  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  February
  7, 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 January
  4, 2023. I
  appreciate you bringing this matter to my attention.
  
  In your correspondence, you have indicated a
  payment sent in June 2020 for the amount of $1,966.06 has not been credited to
  your account. A review of your account determined this payment was located and  credited to your account amount of $1966.06
  was credited to your account as reflected on your February 21, 2021 billing
  statement. On January 11, 2021, a letter was sent advising the payment had been
  located and credited to your account. For your convenience, a copy of this
  letter has been enclosed for review.
  
  We have reviewed your account in detail and verified
  the amount owed by you is a accurate. As of the date of this response, your
  account balance is $1,400.13. A payment for the amount of $97.00 is due by
  February 17, 2023. For your convenience, I have enclosed a detailed account
  summary in order to illustrate the history of your account.
  
  You applied and were approved for your Mattress
  Firm/Synchrony HOMETM Credit Card account on October 16, 2019. On November
  3, 2019, you made a purchase totaling $2,309.06.  An additional purchase was made on November
  20, 2020 for the amount of $962.99.
  
  On December 25, 2020, we received notification
  of a missing payment for the amount of $1,966.06. Upon receiving this notification,
  a case was opened on your account to research and locate this missing payment in
  question. While we investigated the claim, a provisional credit for the amount
  of $1,966.06 was issued to your account. Using the documentation you provided,
  we were able to locate the payment for the amount of $1,966.06, this payment
  was credited to your account as reflected on your February 22, 2021 billing
  statement. This payment resulted in an account balance of $503.99. This was an
  accurate balance, which included both purchases you made and all payments
  received.
  
  On February 19, 2021, you contacted customer
  service and indicated the payment had still not been credited to your account. Although
  the payment had been credited to your account on your  February 22,  2021 billing statement, a new payment research
  case was opened on your account and a provisional credit was issued to your
  account for the amount of $1,966.06 while we researched the concern. This
  adjustment is reflected on your April 23, 2021 billing statement and resulted
  in a credit balance in the amount of $1,560.07. On April 26, 2021, this amount
  was sent to you in the form of check #**********. When this check was issued,
  it resulted in a zero balance ($0.00). We have verified this check was cashed
  by you on May 7, 2021. Please note, the missing payment case was still in
  progress, the previously referenced credit balance was the result of the
  provisional credit issued to your account on February 21, 2021.
  
  On June 30, 2021, the missing payment case was
  closed, as it was determined the missing payment in question, had already been
  credited to your account on February 12, 2021. The provisional credit was
  reversed on this same date resulting in a balance owed in the amount of
  $1,966.06. It is important to note, you did not overpay your account for the
  amount of the check. You became responsible for the repayment of these funds by
  cashing it on May 7, 2021.
  
  All subsequent credits and debits for the
  amount of $1,966.06 were the result of missing payment research cases opened on
  your account, pursuant to your request. These cases were subsequently closed,
  as the payment had previously been credited to your account. I sincerely regret
  any confusion this matter may have caused.
  
  We would like to stress compliance is very
  important to Synchrony Bank, and we follow all applicable laws and regulations.
  Your account is also important to us, and we strive to serve our accountholders
  in a timely and satisfactory manner. We regret any dissatisfaction you may have
  experienced regarding this matter.
  
  Thank you for
  the opportunity to respond to your concerns.
  
  Sincerely,
  
  **** ******
  Senior
  Specialist, Corporate Consumer Relations
  Synchrony
  Bank

• Initial Complaint

  Date:01/03/2023

  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.

  On January 23,2022 I purchased a sleep number bed from sleep number in Morgantown,WV for $10,914.82. I financed the bed through Synchrony Bank on a zero interest promotion. My bed was not supposed to arrive until April 2022. I was told by sleep number I would not receive a bill until after I receive my bed. On February 10, 2022 (approximately) I received a bill for $682.61 for a purchase at sleep number in Morgantown,WV. I was not familiar with this charge. I contacted the sleep number store in Morgantown. They were unaware of the charge and advised me to contact Synchrony Bank. I contacted Synchrony Bank and they transferred me to the fraud department. They cancelled my account and were reviewing the incident. On April 20,2022 I received a letter in the mail stating they were unable to approve my fraud claim because I authorized the purchase etc. So, I got to looking through my receipt and was trying to figure out what the charge could have been for and added up the total of my bedding that I left the store with that day and added applicable taxes and it came out to the total of $682.61. So I was fine with that charge. I then received a statement on May 13,2022, (approximate) after receiving my bed and synchrony opening me a new account, the total for new balance was $22,512.25. My credit limit on my account is $13,000. Looking at the transaction summary there is a charge for balance adjustment of $10,914.82, a charge at sleep number of Morgantown for $10,914.82, and a balance adjustment of $682.61. The last two charges I am aware of and have received everything from those purchases. However, the first charge for balance adjustment I am not aware of. I think when they cancelled my original account and opened my new one I somehow have gotten double charged for my bed. I have contacted synchrony multiple times and have gotten nowhere with them.They either transfer me to fraud or open a dispute or cancel my account and open another one. I am getting nowhere with them.

  Business Response

  Date: 02/07/2023

  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 January
  4, 2023. 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. This letter is
  acknowledgement of your correspondence and to advise you we are researching
  your concerns.
  
  Upon receipt of your correspondence and the
  concerns raised through the BBB, it is necessary for us to obtain additional
  information regarding the issue(s) described in your correspondence. We are
  presently awaiting full review of your account in order to respond accurately
  to your correspondence.
  
  Thank you for
  the opportunity to respond to your concerns. 

  Business Response

  Date: 03/08/2023

  Customer Service ** *** ****** ********* ******** ** **********

  March 7, 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 January 4, 2023. I appreciate you bringing this matter to my attention. On February 23, 2022, we received notice that there was an unauthorized charge listed on your Sleep Number/Synchrony Bank credit account. We closed the account and referred it to our fraud department for review. This prompted our system to create a new account number for you. We show that this claim was denied on April 20, 2022 and a letter was sent notifying you of this decision. On December 5, 2022, we received notice that the account had an unauthorized transaction. Therefore, the account was closed, and a new account number was created. There were no transactions listed on this fraud claim, therefore, it was closed with no adjustments made. Based off your recent correspondence stating that the balance on your account was incorrect, we referred the account to our fraud department for additional review. At that time, they approved the fraud claim, and credit was issued to your account in the amount of $682.61. On February 9, 2023, a letter was sent notifying you of this decision. During an investigation of your account, we discovered an error occurred resulting in the fraud claim being concluded incorrectly. Our records show that you stated the amount of $682.61 was a valid charge, but the total on the account was not correct. We have identified and corrected this error. We determined two balance transfers posted to the new account, when there should have only been one. In order to correct this error, we have removed the additional amount of $10,914.82 from your account. In addition, credits have been issued to your account for interest charges totaling $479.95. These adjustments will reflect on your March 2023 statement. We sincerely apologize for any inconvenience or frustration you may have experienced regarding this matter. We have closed your fraud claim for the amount of $682.61, as customer accepts, and moved the amount back to your new account. You will receive a letter stating customer accepts, please be advised, this is only for the $682.61 portion of the claim. Please review your statement and contact us at ***** ******** for further questions. [********] Page 2 March 7, 2023 Synchrony Bank takes fraud very seriously and we apologize for any inconvenience this has caused. Thank you for the opportunity to respond to your concerns.

• Initial Complaint

  Date:01/03/2023

  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 had an Amazon store card for 4 years, and a Care Credit card for a few months. Ive always paid my payment early and over the min payment. In the last few months i have had problems with both cards not applying my payment for the proper month and keep getting late fee even though i had made a payment. Ihave called several times and they keep giving me an excuse about the statement coming out after my payment. I am an excellent customer and i can only pay one monthly payment, this practice needs to stop, this company is the only credit card company that pulls this

  Business Response

  Date: 01/31/2023

  
  
  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  January
  31, 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 January
  4, 2023. I
  appreciate you bringing this matter to my attention.
  
  I understand the frustration and confusion the
  statement processing dates has caused you. I would like to take the time to
  explain our procedures in detail to avoid confusion in the future.
  In
  accordance with the Synchrony Bank Credit Card Agreement, a minimum payment is
  required each month. If multiple payments are received in one billing cycle,
  the additional payments are not applied to future monthly payments, but rather
  applied to the balance due for the current billing cycle. For your convenience,
  a summary of your account activity is attached.
  On your Amazon Store Card account, your due
  date is the 8th of every month, and your statements cycle after the 16th of the
  month.  If a payment is received after
  the due date, but before the next statement cycles, it will be applied towards
  the previous month’s due date. Additionally, if a payment is received on the
  same day the statement cycles, this payment will be applied to the previous
  month’s due date as well. Reviewing your past payment history, for example, on
  August 1, 2022 you scheduled a payment online for $50.00. The due date was on
  August 25, 2022 and your statement did not cycle until after August 2, 2022 for
  the August 25, 2022 due date. Since your payment was made before the cycle
  date, the payment went towards your previous month’s payment due date, and not
  towards your August 25, 2022 due date, therefore a late fee was assessed.
  However, on September 2, 2022, our customer service department waived a fee in
  the amount of $29.00  as a courtesy.
  
  I can confirm that you changed your due date on
  October 20, 2022. Your Amazon Store Card due date is the 8th of every month,
  and your statement cycles after the 16th of the month. As of January 30, 2023,
  the balance on your Amazon Store Card is $673.03
  
  In regards to your CareCredit  you mentioned
  in your inquiry, after further review, I noticed an early payment on December
  4, 2022.  The payment was made on the
  same day that your statement was in the process of cycling for your December
  27, 2022 due date. Because your statement had not fully cycled, the payment was
  applied to your previous month’s payment due date, and not the December 27,  2022 due date. On December 30, 2022,
  you spoke to a representative who removed the minimum payment that continued to
  show due for the December 27, 2022 due date due to the early payment confusion.
  As of January 30, 2023, the balance on your CareCredit is $900.96
  
  Thank
  you for  your most recent payment of
  $50.00 on January 8, 2023. We appreciate your on-time and early payments.
  Please ensure you wait a few days after your statements cycle to make payments
  on your accounts to guarantee the payments are applied to the current due date.
  
  
  
  
  Thank you for
  the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Synchrony
  Bank

  Customer Answer

  Date: 01/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/03/2023

  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 set up my Amazon Synchrony account to have auto-pay and it was only set to performing the minimum payment each month. Synchrony took the entire remainder of the balance instead of the minimum payment. I assume this was a bug in the system and the associate on the line "helping" me was not helpful! They are charging a late fee of $40 for their mistake and are not handling this properly and mailing back a check of the remaining balance. Please help!

  Business Response

  Date: 01/24/2023

  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.
  
  Upon receipt of your
  correspondence and the concerns raised through the BBB, it t 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.
  
  Sincerely,
  
  Senior Specialist,
  Corporate Consumer Relations
  Synchrony Bank

  Business Response

  Date: 02/02/2023

  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  February
  2, 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 January
  4, 2023. I
  appreciate you bringing this matter to my attention.
  
  I attempted to call you on January 31, 2023 in
  order to discuss your account; however, I was unable to contact you and left a
  message on your voicemail.
  
  Please note, on January 11, 2023, a refund
  check for the amount of $858.61 via the US Postal Service (USPS) to the address
  on your account. However, the address on your account does not match the
  address on your inquiry. We have confirmed the check sent has not yet been
  cashed. If you have not received the check, please contact me directly at the
  telephone number I provided you in my voicemail, or contact customer service
  directly at  (866) 634-8379 to update
  your account information, and if necessary, stop payment on the check sent on
  January 11, 2023, and issue a new one.
  
  In the interest of customer service and
  goodwill, on January 9, 2023 I waived a late fee totaling $40.00. This
  adjustment is reflected on your January 9, 2023 billing statement.
  
  On December 1, 2022, while making an online
  payment you selected the recurring payment option to pay the full balance each
  month. Thus, on January 1, 2023, the payment for the account balance was
  debited from your checking account. As we understand it, you selected the
  option unintentionally. On January 2, 2023, while speaking with a customer
  service representative, the recurring payment was canceled. Additionally, a
  request was submitted to return $858.61 to you. This request resulted in the
  check issued on January 11, 2023.
  
  We would like to stress compliance is very
  important to Synchrony Bank, and we follow all applicable laws and regulations.
  Your account is also important to us, and we strive to serve our accountholders
  in a timely and satisfactory manner. We regret any dissatisfaction you may have
  experienced regarding this account.
  
  Thank you for
  the opportunity to respond to your concerns.
  
  Sincerely,
  
  **** ******
  Senior
  Specialist, Corporate Consumer Relations
  Synchrony
  Bank

• Initial Complaint

  Date:01/03/2023

  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 cancelled my Amazon Prime account but The amazon prime store card issued by synchrony bank keeps billing me each month. i have been given 6 different phone numbers to cancel this credit card but I get the run-a-round with no help. here are the numbers i have called: ************, *************, **************, **************, **************, **************. please help me cancel this credit card.

  Business Response

  Date: 01/18/2023

  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  January
  18, 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 January
  5, 2023. I
  appreciate you bringing this matter to my attention. Thank you for taking the
  time to speak with me on January 13, 2022.
  
  I sincerely apologize for any inconvenience or
  frustration this matter may have caused you. I also regret any dissatisfaction
  you have experienced regarding this Amazon Store Card account. In response to
  your request, your account was closed on January 13, 2023. We have notified the
  major credit bureaus of your decision to close your account. At the time of the
  account closure, your account reflected a credit balance of $100.02. This
  amount, in the form of a refund check, will be sent to you under separate cover.
  It should arrive in seven to ten business days.
  
  In your correspondence, you expressed concern
  regarding purchases billed to your account after cancelling your Amazon Prime
  account. In addition, you expressed concern regarding your inability to reach a
  Synchrony Bank representative to close your account.
  
  It is important to note, Synchrony Bank and
  Amazon.com are separate entities. Although the Amazon Store Card is an
  available payment option for Amazon.com purchase, Synchrony Bank remains
  separate from your Amazon.com account. A review of your Amazon Store Card finds
  purchases billed to the account as recently as December 20, 2022 in the amount
  of $4.99 and December 26, 2022 in the amount of $14.99 for Amazon Prime Membership
  services. Please be aware, closing your Amazon Store Card does not cancel your
  Amazon Prime Membership To cancel your Amazon Prime Membership, you will need
  to log into your Amazon.com account, access your Manage Prime Membership page
  and click on the Manage Membership dropdown menu. In the dropdown menu, access
  Membership updates, cancel and more tab and follow the instructions to cancel
  your Amazon Prime Membership.
  
  We regret you were dissatisfied with your
  recent experiences with our associates. During an investigation of your
  account, we found your experience was facilitated by misunderstandings and
  transferring you to Amazon customer service instead of Amazon Store Card
  customer service. Synchrony Bank expects the highest professional standards from
  our representatives. Thank you for taking the time 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:01/03/2023

  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 had initially opened up a PayPal credit account with a $600 credit limit approximately 2 years ago. I only utilized the account 2 or 3 times with purchases not exceeding a total of $200. This was facilitated mostly during the holiday season purchasing gifts for loved ones. I had contacted PayPal in regards to the fact that I had become aware that these were bogus websites that I was making purchases from and never received the items. They had advised me that they would investigate these items to include after a few months of awaiting for disposition on these charges I finally received a couple letters concerning the transactions in question from PayPal Around January or February of this year(2022) that they did in fact confirm this were not valid charges & my account balance was bought To a 0 balance. After about a month or so had passed I continued to have problems with PayPal and Synchrony bank who is the one that finances the purchases saying that I still owed them in access starting at a little over a $100 to a current balance that is being reported to the credit bureau's as being delinquent of well over $300!! I have had multiple conversations with multiple associates up to managers who assured me that they would absolve this problem and correct my account especially since I am getting negative credit report reviews as being delinquent And is now impacting my credit Rating or credit worthiness. I am exasperated at dealing with this situation short of filing litigation against both these companies. I need my credit report updated as paid in full as well as they have also closed my account because of them stating of the delinquent state and yet thier still investigating and continue to report that I am delinquent on my payment every month. They also advised that they would not be reporting until this investigation and issue was totally absolved. Please assist me in bringing closure to this issue!!

  Business Response

  Date: 01/24/2023

  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.
  
  Upon receipt of your
  correspondence and the concerns raised through the BBB, it t 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.
  
  Senior Specialist,
  Corporate Consumer Relations
  Synchrony Bank

  Business Response

  Date: 02/17/2023

  February 17, 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 January 10, 2023. I appreciate you bringing this matter to my attention. Based on your inquiry, we have reviewed your account record and verified we have accurately reported your account history information to the major credit bureaus. Since we have reported accurate information pertaining to your account, we are unable to delete or modify the status as reported. Therefore, your request for Synchrony Bank to modify what has been reported to the major credit bureaus with regard to your payment history has been respectfully declined. In your correspondence, you indicted you had disputed items on your account. On January 14, 2022, a billing dispute was initiated on a purchase made on June 17, 2021 for $117.78 and a purchase made on June 25, 2021 for $67.64. On January 14, 2022, we provided a provisional credit in the amount of $117.78 and $67.64 to the account while we investigate your dispute claim. A letter was sent advising you of the provisional credits. The letters advised, the merchant may respond to our dispute within the next two billing cycles with supporting documentation. If it is determined the charge is valid, the transaction may be rebilled to your account, at which time you would receive additional documentation advising the credit was reversed. Otherwise, the credit will remain on the account. We did not receive a response from the seller in relation to the June 17, 2021 $117.78 transaction, therefore, the provisional credit issued on January 17, 2022 became permanent. However, on January 31, 2022, the provisional credit issued in relation to the June 25., 2021 purchase was reversed as we received notification from the seller, this transaction was valid. A letter was sent on January 31, 2022 advising you of the reversal. A permanent credit was later applied to the account for the among of $67.64 as of April 18, 2022. We have reviewed your account in detail and determined the balance owed by you is accurate, I have enclosed an account summary outlining the history of your account. It is important to note, there were multiple purchases placed on the account. We were unable to locate record of your notification of any other disputes unrelated to the previously referenced disputed transactions. For your convenience, I have enclosed a detailed account summary outlining the history of your account. If your determine there are other transactions in question, please contact our customer service department directly at ***** ******** in order to file a claim. 

   

  As previously stated, we have verified the balance owed is valid. We have confirmed all late fees and interest charges have been assessed in accordance with the terms and conditions which govern your account. This balance consists of purchases you have made and applicable late fees and interest charges. As of the date of this response, your account balance is $451.89. A payment in the amount of $341.00 is due on February 16, 2023. At this time, we consider the dispute closed. In accordance with federal regulations, we are providing you the address of each credit bureau agency that reports this account on your credit bureau report. Equifax: By phone at ***** ******** On the web at www.equifax.com Experian: By phone at ***** ******** On the web at www.experian.com TransUnion: By phone at ***** ******** On the web at www.transunion.com Innovis: By Phone ***** ******** On the web at www.innovis.com We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account. Thank you for the opportunity to respond to your concerns.  

• Initial Complaint

  Date:01/03/2023

  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.

  To Whom It May Concern,
  I am writing to you today to dispute our account with Synchrony Bank. I believe that what
  I initially agreed to was/is not being upheld by the company and that they are using predatory
  loan practices to take advantage of me.
  In early 2021, my wife and I purchased our first home and were in need of several appliances.
  We chose ABC Warehouse because they were one of the few places that had stock at the time.
  We found what we needed and were sold into a credit card program that promised 1 year of no
  interest and a low minimum payment. At the time we felt this was our only option, as we had just
  closed our home, and the agreement seemed fair so we agreed.
  There have only been 2 purchases made on this line, the payment is made every month, and on
  many occasions payments have been higher than the requested minimum. Despite this, our
  balance on the line has not decreased in approximately a year due to the high interest and
  exorbitant fees Synchrony now charges, and our minimum payment has continued to rise so
  high that it is no longer affordable. When my wife contacted customer service about this, she
  was told directly by an agent that our minimum payments have only been covering interest
  charges. She was also informed that the “no interest” program was something that we were
  supposed to have signed up for after we opened the card, which we were never informed of,
  received an email regarding, or notification about on our Synchrony account. She requested a
  full history of our statements to be mailed to us and we informed them directly that we would be
  pausing our payments until we had time to receive and review these documents and requested
  a note be written on our account saying as such. Despite being informed of this, they have
  continued to make charges to our account and at this time there is no feasible way that we
  could make a payment as large as they want.
  After reviewing our statements, it would appear as though we were sold a lie. Not only was the
  line not interest free for a year, it was actually a “deferred interest” program that simply piled on
  hundreds of dollars to our balance 18 months later. It became clear that the “minimum payment”
  was never designed to pay off our balance in a timely manner but was set purposefully so low
  that we would be forced to pay thousands of dollars in unnecessary interest. When my wife
  reached out to customer service again on December 12 to attempt to come to a solution, she
  was refused any service. Agents argued with her about being able to access the account,
  despite the fact that she provided all of the requested information, we are legally married, and
  she has dealt with their customer service team on several occasions in the past. After using an
  hour of her time she was forced to disconnect from customer service after being refused any
  service by both an agent and management.
  Because of the reasons listed above, it is at this point that we have lost faith in Synchrony Bank
  to conduct business in a fair and professional manner. We feel that Synchrony Bank is using
  predatory loan practices and that we are not being provided the service that we agreed to. We
  request an immediate account dissolvement and no further contact from this company.
  Thank you very much for your time.

  Business Response

  Date: 01/20/2023

  ** *** ******
  ********* ******** ** **********
  
  
  January
  20, 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 January
  4, 2023. I
  appreciate you bringing this matter to my attention.
  
  While you have indicated you are dissatisfied,
  we respectively decline your request to credit your unpaid balance.
  Accordingly, your balance represents your prior purchases, as well as payments
  received and applicable fees associated with your account, under the terms and
  conditions of your account.
  
  On January 10, 2021, you made a purchase in the
  amount of $1,839.94 and on December 7, 2021, you made an additional purchase
  for $2,005.77. At the time of the purchases, each were placed on Deferred
  Interest/No Interest If Paid In Full promotions with promotional expiration
  dates of July 20, 2022 and June 19, 2022, respectively. 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.
  
  Payment in full was not received for the
  promotional purchases by the promotional expiration dates. As a result, on July
  20, 2022 your account incurred deferred interest charges, in the amount of
  $541.71 and in the amount of $307.67 on June 19, 2022.
  
  You registered your account online and enrolled
  in our eBill program to receive electronic billing statements on February 10,
  2021. Each month, billing statements were mailed to you. These statements provide
  a detailed summary of your promotional transactions, including the dates of the
  purchases, amounts of the purchases, total accrued interest charges, total
  outstanding balances on the purchases, and the expiration dates.
  
  I regret if you are unsatisfied with our
  explanation regarding promotional offers. While it is our responsibility to
  send our accountholders their billing statements each month, we also rely on
  accountholders to review their billing statements in detail and to contact our
  customer service department if they have any questions regarding the
  information contained within their billing statements. Our records confirm we
  did not receive any prior correspondence from you, stating you did not
  understand your promotional summary, or the terms and conditions that govern
  your promotional transactions.
  
  At this time, I would like to address your
  concern about payment allocation relating to your account, As stated in the
  terms and conditions that govern your account, we are able to select the method
  by which the minimum payment due and credits are allocated to your account.
  
  We have reviewed your account and have
  determined your balance is accurate. I have enclosed a copy of your payment
  history for your review. As indicated on the attached summary of your account
  activity, the late fees and interest charges assessed to your account have
  contributed to the current balance. This document shows in many cases, your
  payments were equal to the minimum payment requested on your billing statement.
  To reduce the balance of your account more quickly, you may consider making
  payments larger than your required minimum payment. Further, to avoid
  additional late fees you must make the minimum payment due by the payment due
  date as indicated on your monthly statement.
  
  Please understand as provided in your credit
  agreement, you are required to pay at least the minimum payment on your billing
  statement by the payment due date to avoid late payment fees. When a late
  payment fee appears on the statement, it means either the payment made was less
  than the minimum required, or the minimum payment was not received by the
  payment due date shown on the billing statement. The late payment fee will post
  to the non-promotional balance; therefore, a minimum interest charge will be
  assessed against the late payment fee.
  
  According to your October 2022 billing statement, a minimum payment of $158.00
  was due by November 12, 2022. Since Synchrony Bank did not receive the required
  minimum payment by the payment due date, on your November 2022 billing
  statement, your minimum payment due on December 12, 2022 had increased to
  $312.00. No payment was received in December; consequently, the minimum payment
  due on January 12, 2023 increased to $479.00.
  
  As of the date of this letter, our records show
  a current balance of $3,560.16. If you are experiencing financial difficulty,
  Synchrony Bank may be able to assist you. Please call (800) 399-5166 to speak
  with a Collections Account Manager about options available to assist you.
  
  Unfortunately, we have not received an
  authorization from you granting permission for any other party to represent or
  speak on your behalf. Therefore, we may not discuss your personal business with
  an unauthorized third party. You may want to consider adding an authorized user
  to the account.
  
  In the future, Synchrony Bank will no longer be
  contacting you by telephone regarding your account in response to your request
  for us to cease and desist all telephone communication. All future contact will
  be in writing only.
  
  We would like to stress compliance is very
  important to Synchrony Bank, and we follow all applicable laws and regulations.
  Your account is also important to us, and we strive to serve our accountholders
  in a timely and satisfactory manner. 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:01/03/2023

  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 was given a synchrony home credit card to pay for a home improvement project so that I can finance it with no interest. My first payment statement came out for payment to be due on the 26th of December 2022. In order to make it stress free I setup autopay. This was my mistake!
  
  First off, they default the autopay to pay your whole statement balance! I soon realized this and changed the autopay to be minimum payment only. That was made on December 5th and I have the email to confirm. They still sent the payment for the whole statement of $6416! Of course it didn’t go through because I was not expecting the whole statement! I called them and they said I have to wait for it to post back and then resubmit a payment. When I asked them about why it was the whole statement when I changed the setting they gave me some bullshit excuse saying because I did it within the same month, mind you I did it 21 days before the payment was due.
  
  Well they retried the payment anyway and this time I had the funds because I was waiting for my mortgage payment. So now I have no mortgage payment. This has been a nightmare and I will never use this bank again. After this I’m canceling all my services with them because they are incompetent and running fraud through their services. WHO DEFAULTS YOUR AUTOPAY TO BE THE WHOLE ******* AMOUNT. They when you change it. It still charges you everything. What’s the point of using this card to pay interest free if you’re going to charge me the whole statement on the first payment. Why would I ever use your shit service again.
  
  This review is going on all platforms as well. I will take this to claims court if you dumbasses don’t refund me my whole statement balance.

  Business Response

  Date: 01/17/2023

  Good Afternoon,

  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.

   

  Thank you,

  Business Response

  Date: 01/20/2023

  
  
  
  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  January
  20, 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 December
  3, 2022. I
  appreciate you bringing this matter to my attention.
  
  I regret any frustration and confusion you
  experienced when setting up autopay online on November 22, 2022, and we
  appreciate the effort you have made to ensure your payments are on time.
  
  On November 22, 2022, while making an online
  payment you selected the option to pay the full balance on the account’s next
  due date. On December 5, 2022, you attempted to change the autopay enrollment
  from the statement balance amount to the minimum payment due. The
  representative you spoke to regarding this issue was correct in saying that
  although you attempted to change the autopay amount, because it was within the
  same billing cycle, our system is unable to immediately update changes such as
  this. Thus, on December 26, 2022, the payment for the account balance was debited
  from your checking account.
  
  As we understand it, you selected the option
  unintentionally. Therefore, the payment of $6416.00 was returned by mail on
  January 5, 2023. Furthermore, in the interest of customer service, Synchrony
  Bank has agreed to compensate you for any bank fees you may have incurred due
  to this matter. Please fax or mail me a copy of your bank's statement
  illustrating these fees. You may fax me directly at (833) 945-3735 or mail them
  to the address listed above.
  
  I can confirm on January 3, 2023, you selected
  to cancel your autopay enrollment. The effective date for cancellation is
  January 26, 2023, however, typically it takes one to two billing cycles for
  autopay to be completely cancelled. Please monitor your bank account to ensure
  there are no further issues with autopay. If an issue does occur, please
  contact us immediately at (800) 250-5411 .
  
  Thank you for
  the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  
  
  Synchrony
  Bank