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 Financial

  PO Box 4293 Station A Toronto, ON M5W 5X6

• 

  Synchrony Bank

  PO Box 534021 Pittsburgh, PA 15253

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  Synchrony Bank

  4500 Munson St NW Canton, OH 44718

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  Monogram Credit Card Bank of Georgia

  7840 Roswell Rd Bldg 100 Atlanta, GA 30350

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:10/03/2022

  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 had 2 accounts with Synchrony Bank that were just closed without any notification and they will not provide a reason.
  Account one I have had ~18 months with perfect payment history. For some reason, they have added a $10 monthly "card care" charge and refuse to remove it. I cannot speak to customer service as they placed me in collections for a card they closed and has never been late. Collections states they can only accept payments and cannot provide any information.
  Account two I had less than a year and only used it a couple of times, which I paid off immediately. When they closed the account, the card had had a zero balance for several months.
  I received no notice on either of these accounts that they were being closed. I cannot speak to anyone that will help me. At this point, I want them to provide a response as to why my accounts were closed and I want them to correct any negative comments they may have provided to the credit bureaus as this will negatively impact my credit. A bank with whom you have had a 100% positive payment history with should not be allowed to damage you financially in this way.

  Business Response

  Date: 10/13/2022

  October
  13, 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 October
  3, 2022. I
  appreciate you bringing this matter to my attention.
  
  On October 5, 2022, we canceled Card Security
  in response to your request on your Rooms To Go account. In the interest of
  customer service and goodwill, on October 6, 2022, we refunded $89.20. This
  amount represents the total fees billed to your account since you purchased
  Card Security. This credit will be indicated on your next billing
  statement. 
  

  Please
  be advised, Card Security is intended to help accountholders during the
  following events (“Covered Events”): job loss, disability, leave of absence,
  hospitalization, nursing home care, terminal illness or loss of life. This
  option can cancel all or a portion of the balance on the accountholder's
  account up to $10,000 upon the occurrence of a Covered Event.
  

  On August 9, 2021, you applied and were
  approved for the Rooms To Go account. On the same date, you elected to purchase
  the Card Security program while completing the credit card application on a
  mobile device. A welcome package was mailed to your address at the time of
  purchase with the full terms and conditions of the Card Security program. Card
  Security does have a minimum monthly charge which bills to your account each
  month and becomes part of your balance.
  

  In
  regard to how our credit lines are managed and established, Synchrony Bank
  evaluates credit accounts based on a sound credit scoring system. This system
  periodically generates a score, which is a result of point values assigned to
  various items found on a consumer’s credit bureau. In our experience, this
  score helps predict the probability an account will be paid in accordance with
  its terms. If the score fails to meet certain criteria, the credit line can be
  lowered, suspended, or closed permanently.
  

  Per the terms and conditions governing your
  account Rooms To Go and Amazon Store Card accounts, we reserve the right to
  review credit information, obtained from third parties and/or credit bureaus,
  for the purpose of updating, renewing, or extending credit. In your case, the
  information obtained from your TransUnion credit file, in conjunction with our
  credit scoring system, was the determining factor in our decision to close your
  Amazon Store Card account on July 26, 2022 and your Rooms To Go credit card
  account on August 24, 2022.
  

  As
  a result, notification letters were sent to you advising of our decision. The
  reasons indicated in the notification letters you received further relate to
  the information contained within your TransUnion credit file. I have enclosed a
  copy of the notification letters for your convenience.
  

  We
  regret our response could not have been more favorable; however, our position
  remains unchanged. If you do not agree with the information TransUnion provided
  to Synchrony Bank, please contact them directly at (800) 888-4213, to discuss
  your credit file. Because we are not a credit bureau agency, we are unable to
  provide you with any credit reporting information or make a request to the
  major credit bureaus on your behalf
  

  Thank you for
  the opportunity to respond to your concerns. 

  Customer Answer

  Date: 10/14/2022

  
  
  Complaint: ********
  
  I am rejecting this response because Rooms to Go billed me again this month for the Card Protection I have tried to request they remove. I did receive a credit but they billed me again. I would like this cancelled permanently. 

  As for closing my account for no cause and with no notification, I would like to call out I have not had a late payment to any creditors in years and Synchrony Bank closed a credit card I had paid off with a zero balance. There is simply no justification in how you treat your customers. I also feel as a consumer, I should have received notification of my accounts being closed in writing, which I have still not received. I see you have conveniently attached letters allegedly  dated earlier this year yet your customer service stated I should have received emails. Clearly this is not a bank I would choose to do business with and will be sure my family and friends are aware of your substandard and questionable practices as well. 

  ***** *****

  Business Response

  Date: 10/27/2022

  October
  27, 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 October
  14, 2022. I
  appreciate you bringing this matter to my attention.
  
  In response to your request, we immediately
  canceled card security on October 3, 2022. In the interest of customer service,
  we have subsequently refunded $152.04. This is the total of the card security program
  fees billed to your account since your purchase.
  
  We regret any dissatisfaction you may have
  experienced regarding the terms of the card security program; however, we
  firmly believe we have abided by the terms of the program disclosed in your
  welcome package.   
  
  While you have a satisfactory payment history
  with Synchrony Bank, Synchrony Bank does not base our decisions solely on the
  payment history on accounts that a consumer has with us. The information we
  receive from the major credit bureaus, in conjunction with the payment history
  on the account, was used to make a decision.
  
  Our communication of this action was sent to
  you through our secured email at mysynchrony.com, we also included the letter
  with our previous response.
  
  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 regret our response
  could not have been more favorable; however, our position remains unchanged.
  
  Thank you for
  the opportunity to respond to your concerns.