ComplaintsforSynchrony

• Initial Complaint

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Synchrony Bank is highly inflexible and disrespectful to customers. They charged me with a $30 fee for insufficient funds, which I understand was an my error. They had recently changed my statement due date, so my funds were miscalculated. I requested a one-time waiver of the $30 fee as this is a common practice across banks, especially for customers that pay on time each month and pay more than the statement balance, such as myself. I spoke with 4 different supervisors and they informed me that there was nothing that can be done. To make matters worse, I had called in the day shortly after the due date when I realized there may be an issue. I provided a new bank account and the representative confirmed the number and a successful transaction. Days later I was informed that the second payment was now unsuccessful. I discovered the number was entered incorrectly by the representative, despite account and successful payment confirmations. I had to once provide the same account and speak with a supervisor to get a second $30 fee removed due to the representative's clerical error. They waived this fee. Later on, I called to place an additional payment on non-promotional items. I was informed there was an original $30 fee for the insufficient funds, which I was unaware of. It was my understanding that all fees related to this entire incident were waived per the supervisor. Now with this newly learned $30 fee, a common response given for inability to waive the fee was that a fee had been waived already. I stated the reason for the second fee waiver, which was Synchrony's internal error. It is very disheartening that this bank does not have in place many common practices of other banks and does not take the complexity or content of issues into account. They also do not account for the time and effort placed on the customers to rectify their own internal issues. I am now asking for a $30 fee waiver once again as no supervisor was able to assist.

  Business response

  09/24/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  September 24, 2024
  
  
  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 September 17, 2024. I appreciate you bringing this matter to my attention.
  
  After a review of your inquiry, Synchrony Bank has complied with the terms of the account. Therefore, your request for an additional returned payment fee waiver has been respectfully declined. A copy of the terms and conditions for your account is enclosed.
  
  On June 13, 2024, you enrolled in autopay online in the amount of $150.00 monthly. The due date for your account is the15th  of every month. On August 15, 2024, your autopay payment of $150.00 was processed and we received notice from your bank on August 22, 2024 that the payment was returned due to an invalid account number.
  
  On August 19, 2024, you made a payment over the phone with a representative in the amount of $150.00. On August 26, 2024, we received notification from your bank that the payment returned due to insufficient
  Funds. Due to the two returned payments on your account, two returned payment fees in the amount of $30.00 each were charged to the account. Letters regarding the returned payments were sent to you and are enclosed for your review.
  
  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 customer service. Your concern and experience have been forwarded to the appropriate level of management for review.
  
  Further review of the account shows that In the spirit of customer service and goodwill, one returned payment fee in the amount of $30.00 was previously waived as a courtesy on August 25, 2024. Your account does not qualify for another returned payment fee waiver. Customer service is only able to waive late fees as a once-in-twelve-month courtesy.
  
  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
  
  Enclosures 

  Customer response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: A one-time fee waiver was used because of an internal error. That should not go toward the one-time waiver and it was not an error on my part, but on yours. My complaint still stands 100%.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My original account was through Miracle Ear/Ally Lending. The account was transferred to Synchrony Bank a few months before the account was to be paid in full. I was charged a late charge in December 2023 due to a mail rerouting in my area. I called Ally Lending and was told the late charge would be waived due to my excellent payment record. On September 16 I received a statement that I still owe $35.77. I called Synchrony and was told that the late charge was indeed waived but that it created another late charge the following month. I spoke to Will who told me he could not waive the other late charge. I paid each and every payment on time. The only payment in question is the one they received late due to the rerouting. I am requesting that you step in and see if you can help in getting this final balance of $35.77 removed and restore my credit record and integrity. Thank you for your help.

  Business response

  09/20/2024

  
  
  
  
  
  
  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  September 19, 2024
  
  
  Submitted via Better Business Bureau Website
  
  
  Case Number:        BBB File Number ********
  Creditor:                 Synchrony Bank
  
  
  Dear William Neal:
  
  On behalf of Synchrony Bank, I am responding to an inquiry received from the Better Business Bureau (BBB) on September 18, 2024. I appreciate you bringing this matter to my attention for review.
  
  We appreciate being made aware of this situation. By receiving feedback from our customers, we are able to address specific issues and improve our customers’ overall experience. Your concerns are important to us, and we appreciate the time you took to provide your input.
  
  I have received your request to remove the late fee assessed to your account. There will be a $35.77 credit on your next billing statement. Again, I truly apologize for the inconvenience.
  
  We would like to stress compliance is especially 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,
  
  
  Sr. Representative - Complaints
  Synchrony Bank

  Customer response

  09/23/2024

  It appears that Synchrony Bank is removing the late charge which should reflect a balance of $0.00.Thank you for your help in getting us together and coming to a resolution agreeable to both parties. And please extend a "thank you" to Synchrony Bank for their understanding and willingness to hear my complaint.

  ******* ****

  Case number BBB File ********.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have contacted customer service several times and they are unable to assist. The $8.40 needs to be removed from my account as it is not my responsibility as the interest was supposed to be waived. I paid my balance in full and synchrony agreed to pay the $211 interest charge in June. The interest was waived and my balance was $0.00. Then in July, I was charged interest and again in August, etc. I was unaware until it hit my credit report. This has been reported to my credit and now my score has went down 75 points. I want this to be resolved to have it removed from my credit report.

  Business response

  09/23/2024

  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

  09/25/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  September 25, 2024
  
  
  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 September 12, 2024. I appreciate you bringing this matter to my attention.
  
  I have credited the account for interest charges in the amount of $8.40. After these adjustments, the account reflects a credit balance in the amount of $-8.40. A refund check for that amount will be sent to you. You should receive it within seven to ten business days.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  

  Customer response

  09/25/2024

  
  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

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a Sam's Club Credit Card through Synchrony Bank. In August 2024, I owed $1,082.94 in credit cards. I normally pay my credit bills in full. The payment was due 08-25-2024 (Sunday). Electronically, my bank sent the full amount on 08-23-2024 (Friday). Synchrony did not realize the charge until 08-26-2024 (Monday), the following business day. I contacted Synchrony twice about backing out the charge, once through a chat and then again via a phone call to a customer representative. They refused to back out the charge. I made my best effort to pay them on time and they would be understanding a payment over a weekend should be given some grace. Synchrony comes across as being predatory towards their customers in the desire to collect a late fee.

  Business response

  09/25/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  September 25, 2024
  
  
  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 September 12, 2024. I appreciate you bringing this matter to my attention.
  
  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.
  
  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 shown on the statement. 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.
  
  All late fees $58.00 assessed to your account were billed in compliance with the terms and conditions governing your account. In addition, we previously credited your account for late fees totaling $29.00. However, in the interest of customer service and goodwill, I have issued credit to your account for additional late fees totaling $29.00
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  09/25/2024

  To BBB,

  I will accept Synchrony Bank reversal of the late charge. However, I do not accept Synchrony Bank's way of charging its customers. Most customers probably will not complain and/or persuade correcting their predatory billing practices.

  In my incidence, my bill was due on 09-25-2024 which was a Sunday. I paid the full amount of the bill electronically on 09-23-2025 which as a Friday. Probably because of the weekend, Synchrony conventionally stop processing any payments. Hence, the payment was not recognized until 09-26-2025 which was a Monday. When I contacted their customer service twice, Synchrony saw what happened but chose not to reverse the late charge. It appears that Synchrony likes to make money this way, that is a predatory practice.

  Today with modern technology, if a payment due day falls on a weekend when Synchrony is not processing payments and, the payment comes in on Fri, Sat, or Sun, their processing programs should not apply a late fee. In an effect to be completely fair to their customers, they should build in a 1-day grace period for all payments. Until then, Synchrony comes across as predatory. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 1, 2023, my account with Syncrony Bank (Amazon Store Card) was closed and was mailed a check for $93.50. I was in the process of a divorce so all the mail I was getting, was being stored in a box until my move was final. I opened the piece of mail a year later and didn’t know it was a check this whole time. When I took it to my bank, they let me know they couldn’t cash a check that was dated 180 days or older so I should call the issuer and get another sent to me. On May 2024, I called and someone let me know a new check would be issued and the one that had been mailed to me, would be cancelled. It had been about 2 months and I still hadn’t received anything. I called again in July and was told by someone that it could take 6-8 weeks to get the check so I decided to give it a few more weeks. On August 15, 2024, I call again and that person lets me know there is nothing they can do and I should call a different number. I call the number she gave me and the guy tells me that there is nothing they can do and there was never a new check reissued. I ask if they can issue a new one and he says they cannot issue a new check because my account is “closed”. So I ask him how am I supposed to get my money and he tells me that he’ll mail a letter out with further instructions. It is now September 11, 2024 with no letter and no check. Essentially, Synchrony is withholding my money and no one seems to be able to “help me”.

  Business response

  09/17/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  September 17, 2024
  
  
  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 September 11, 2024. I appreciate you bringing this matter to my attention.
  
  As a result of the delinquency on your account, we closed your account as of February 23, 2023.
  
  On February 13, 2023, you scheduled a payment in the amount of $55.37 to be processed on February 24, 2023, bringing the account balance to $6.50. On February 28, 2023, the deposit in the amount of $100.00 was applied toward the balance (excluding any open dispute balances), and the remaining funds of $93.50 were mailed as a check on February 28, 2023.
  
  On March 1, 2023, your financial institution advised us your payment in the amount of $55.37 was not honored due to insufficient funds. As a result, the payment was reversed.
  
  Due to delinquency, the remaining balance of $55.37 was subsequently charged off as a loss on July 24, 2023. However, in the spirit of customer service and goodwill, we issued credit to your account for late fees totaling $55.37. This brings your account balance to $0.00.
  
  On June 17, 2024, you contacted us explaining you were unable to cash the check due to the length of time that has passed since it was issued. A request was submitted the same day to reissue the check to you. We regret any dissatisfaction you have experienced as a result of the delay in reissuing your check.
  
  We have stopped payment on the original check and reissued a replacement check on September 16, 2024, in the amount of $93.50. This check was sent under separate cover and should arrive in seven to ten business days.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  

  Customer response

  09/17/2024

  
  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

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an Amazon credit card linked with Synchrony Bank. I used the card and accumulated approximately $459 on credit. I paid off the entire amount to Synchrony and closed the account months ago (the closed account was confirmed by Synchrony). However, Synchrony continued to make unauthorized auto withdrawals from my bank account until I requested my bank to block those automatic withdrawals. After my bank blocked the auto withdrawals, opened an investigation, and requested Synchrony to reimburse the amounts they had illegally withdrawn, Synchrony did in fact make 2 reimbursements. But I’m still receiving emails for "the remaining balance." My question to the customer rep I contacted was, in essence, if my account was closed months ago, and I have not been using that particular Prime Store card issued by Synchrony, why am I still continually receiving emails regarding a "remaining balance?" For WHAT?? How can I possibly have ANY remaining balance if the original balance due had been paid off months ago and the account had been closed?? I’d like for the BBB to be aware of scams by this particular bank. If they don’t stop sending me emails regarding fictitious "remaining balances," I will take this matter to the media. The NBC affiliate here in San Diego has such a program to investigate and expose scams such as these nationwide. I’d like for the BBB to notify Synchrony Bank that they cannot continue to harass and attempt to extort from former customers because there will be repercussions. Thank you!

  Business response

  09/24/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  September 24, 2024
  
  
  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 September 10, 2024. I appreciate you bringing this matter to my attention.
  
  As a valued customer, your concerns are very important to us. Although late fees and interest charges were assessed in accordance with the terms and conditions of your account, in the interest of customer service and goodwill, I have issued credit for an interest charge in the amount of $1.95, on September 11, 2024, which results in a zero balance ($0.00) on your account.  While we understand that you do not want further contact with us, however, you will still receive your next billing statement that will show the adjustment made on the account.
  
  This account was enrolled for recurring payments on March 9, 2024, online. We can only debit the bank account as instructed.
  
  At the time you enrolled in the automatic payments program, you agreed to the terms listed below by applying your electronic signature:
  
  1. Payments will be deducted automatically from the designated checking account each month on my due date.
  2. The amount of the payments may vary each month, and my monthly billing statement will be my only notice of the deducted automatic payments amount.
  3. While enrolled in the automatic payments program, I may make an additional payment at any time and it will not change the automatic payments amount I selected.
  4. If my balance is equal or less than zero, an automatic payment will not be processed.
  5. If my account is past due, the amount deducted will include the current minimum due which includes all past due payments and applicable late fees.
  6. If funds are not available in the designated checking account, I may be subject to a returned payment fee.
  7. If funds are not available in the designated checking account for two consecutive billing cycles, automatic payments enrollment will be canceled.
  8. If my Electronic Funds Transfer (EFT) request is approved, my account is enrolled in the automatic payments program. If I change checking and/or routing and transit numbers, the automatic payments feature WILL BE TURNED OFF AND I WILL BE REQUIRED TO RE-ENROLL.
  9. I may cancel the automatic payments program at any time by calling ***** ********, 9:00 a.m. to 7:00 p.m. Eastern Standard Time (EST), Monday through Friday.
  10. Enrollment cancellation may take up to 14 days. I will be notified when the enrollment cancellation process is complete.
  
  Further to the above, your April 8, 2024, May 9, 2024, June 7, 2024, July 9, 2024, and August 9, 2024 billing statements also contained the following message, “Autopay will be deducted from your account set for the due date”. While it is our responsibility to send our accountholders their billing statements each month, we rely on accountholders to review their billing statements in detail and to contact our customer service department if there are any questions regarding the information contained.
  
  Based on a review of your account, we have received three returned checks on your Amazon Store Card account in the past 6 months. The dates the payments were received, and the amount of the payments are listed below.
  
  July 1, 2024, in the amount of $22.14
  August 1, 2024, in the amount of $22.14
  September 1, 2024, in the amount of $22.14
  
  Enclosed for your review is a detailed account summary which outlines your overall account history, including purchases, payments, and any interest charges or fees you have been billed. As you can see, the due dates with returned payments were considered as no payment/s received. Thus, a late fee in the amount of $22.14 was assessed on September 4, 2024, and interest charges in the amount of $1.55 and $1.95 were assessed on September 4, 2024, and September 8, 2024, respectively. These charges were in accordance with the terms of the account.
  
  Furthermore, interest charges on your revolving account are based on the outstanding balance for each billing period. For your convenience, a detailed description of the method used for calculating interest charges is located on the back of your billing statement. You may also refer to your Credit Agreement (Terms and Conditions), a copy of which is enclosed, for additional information on calculation of interest charges, and other fees that may be assessed to your account. Interest charges calculation may vary based on promotional purchases.
  
  Per your request, your Amazon Store Card account was closed on August 11, 2024. Your account has been reported to the credit bureaus as "closed by consumer.” Please destroy any cards issued to you for this account by cutting them in half lengthwise if you have not already done so. Synchrony Bank submits updated reporting electronically. These updates may take up to 60 days to be reflected on your personal credit report.
  
  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
  
  Enclosure(s) 

  Customer response

  09/24/2024

  I am satisfied that there is now zero balance on this account. I have not been nor do I intend to use this card again. It will be cut into pieces and disposed of properly. As long as I will not receive anymore statements with "remaining balance due," I am satisfied with the outcome of this matter.

  Thank you.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a product from the Lowes in ***** ******** on July 20, 2024 for $56.34. We never received our bill and were then charged a $30 late fee and a $2.00 interest fee on top of it. When we complained to Synchrony Bank who manages their credit cards, they took the $30 late fee off, but refuse to take the interest fee off even though they acknowledged that we might not have received the bill. There was also a miscommunication because back in May of 2024, they started charging a $1.99 paper statement fee which is why we apparently went to a paperless statement. I never received a notification back then that we were going to start being charged $1.99. At that time, they also refused to take the $1.99 paper fee off. This company is charging fees for what should be a standard way of receiving your bill. We have spent a lot of money with this company and are never late paying our bill. Because they refuse to take off the additional charges and seem to be dishonest with their fees, we have cancelled the card. I am requesting the $2.00 interest fee to be waived off and credited to the account as well as the $1.99 paper statement fee at this time since I am having to waste my time with this situation. We will no longer be using this company and are disappointed that they are scamming thousands of customers with hidden fees. Legal action should be considered. The transaction for the purchase being complained about is # *********

  Business response

  09/13/2024

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  September 13, 2024
  
  
  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 September 10, 2024. I appreciate you bringing this matter to my attention.
  
  Your account is important to us, and it is our goal to serve our customers in a timely and satisfactory manner. I regret any dissatisfaction you have experienced regarding this account; however, Synchrony Bank has complied with the terms of the account. Therefore, your request for the interest charges totaling $2.00 has been denied.
  
  Interest charges on your revolving account are based on the outstanding balance for each billing period. For your convenience, a detailed description of the method used for calculating interest charges is located on the back of your billing statement. You may also refer to your Credit Agreement (Terms and Conditions) for additional information on calculation of interest charges, and other fees that may be assessed to your account. Interest charges calculation may vary based on promotional purchases.  
  
  In order to avoid a late fee, you must make the minimum payment due by the payment due date indicated on your monthly billing statement. In the spirit of customer service and goodwill, on September 10, 2024, we issued credit to your account for a late fee totaling $30.00. This credit will appear on your September 2024 billing statement.
  
  Additionally, in the spirit of customer service and goodwill, on September 9, 2024, we issued credit to your account for the paper statement fees totaling $3.98. These credits appeared on your May 2024 billing statement, a copy of which has been enclosed.
  
  A change in terms was sent to you on December 29, 2023,  a copy of which has been enclosed. This notification included information regarding the paper statement fee. A paper statement fee is a $1.99 fee that will be charged in any billing cycle in which your balance is greater than $2.50, and you are sent a monthly billing statement in paper form (even if one is also provided to you in paperless form). You can choose to receive your monthly billing statements through the mail or in paperless form. To avoid the monthly fee, choose to receive your statement only in paperless form.
  
  In your correspondence, you indicated you have not been receiving your billing statements. On May 9, 2024, you enrolled to receive paperless billing statements. Each month, we send an email to you advising your billing statement is available for viewing and to log in at lowes.com/eservice to view your complete statement. Our records do not reflect any of the emails we have sent to you were returned to us as undeliverable.
  
  As of September 10, 2024, we closed your Lowe’s® Advantage Card/MyLowe’s Rewards Credit Card account per your request. We have notified the major credit bureaus of your decision to close your account. Your current balance as of the date of this letter is $0.00.
  
  If you are not receiving your email statements, please ensure the correct email address is listed in your online profile. In addition, check your spam folder. If you find our email there, add us as a safe sender using your email options.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosures
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Synchrony Bank: This bank should NOT be allowed to be in business due to the unethical and damaging practices to the credit of clients: 1 Account Synchrony Bank/Amazon Credit Card: After almost 2 years with this account, one payment was rejected from my other bank. I had no idea, I was never advised until 2 weeks after the transaction as i randomly checked my account and I realized that the payment didn’t go thru. This account was set on auto pay so I never had to check. The bank who was meant to sent the payment advised me that the account was frozen due to *** account breach. As soon as I contacted Synchrony. They advised me that my account has been closed due to lack of payment. After explaining the situation they provided false information. They stated that 3 letters were mailed but yet the dates didn’t not align with their timeline. No evidence of such letters were found. I tried reaching their management office. No response and my credit took a hit. Account 2 Synchrony Credit Card/Paypal: After 1 year of making payments on time, for no reason they decided to decreased my credit limit by half, whe I contacted them (3 times) their response was “ we sent you an email” which again was false. Then they stated that there is no manager available.. Again my credit line has taken a hit because of a “bank” that doesn’t operate as one and make financial decisions that a) don’t have any back up to do so, b) they can’t even explain why c) they are so wreck-less, they will do as they like with anyone’s account. They must be audited and hold accountable for such. Business Bureau, I hope you allow American people to use this platform as it was design to do. A message such as this one should not be removed from your platform just because the company sends a general email excusing their actions. I work for congresswomen, ********** ****** ******, and I’m very familiar with the laws, and the responsibility you have. I look forward to having Business Bureau actions.

  Business response

  09/12/2024

  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 September 9, 2024. I appreciate you bringing this m***er to my ***ention.
  
  In your inquiry you mentioned an Amazon Prime Secured Card and PayPal™ Extras Mastercard®. I would like to address your concerns raised in relation to the Amazon Prime Secured Card first.
  
  By signing the application for your Amazon Prime Secured Card, you acknowledged you understood and agreed to all the terms and conditions of the account. As a result, you agreed to be liable for all credit extended under this account. With your acceptance of these terms, you accepted the responsibility of monitoring this account and ensuring payments were made in a timely fashion.
  
  Per the terms and conditions governing your 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 Amazon Prime Secured Card credit card account in the past 6 months. The dates the payments were received, and the amount of the payments are listed below;
  
  April 29, 2024 in the amount of $145.09
  May 7, 2024 in the amount of $148.44
  
  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 June 2, 2024, your account was closed, and a letter was sent to you advising of our decision. I have enclosed a copy of this letter informing you of the closure of the account. Additionally I have enclosed the two letters that informed you of payment reversals dated May 9, 2024 and May 17, 2024.
  
  We regret any dissatisfaction you may have experienced regarding this account; however, we firmly believe we have abided by the terms of the account. As a result, at this time the action taken on your account will remain as stated in our original letter.
  
  I would like to address your concerns raised in relation to your PayPal™ Extras Mastercard®. It is our policy to communicate various changes made to your account.
  
  Synchrony Bank's evaluation of an account is made utilizing a sound credit scoring system. We periodically evaluate our consumer accounts. The evaluations include reviews of account information and consumer credit bureau information. Based upon this evaluation, and in accordance with the terms and conditions of the account, Synchrony Bank may decide to change the credit limit on the account.
  
  On August 25, 2024, your credit limit was decreased from $1,700.00 to $690.00. As required, Synchrony Bank sent a letter to you advising of this decision on August 25, 2024. The specific reason(s) for the action were articulated in the letter, and I have enclosed a copy for your review. Please be assured Synchrony Bank based this decision on an overview of your account and your credit file.
  
  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.
  
  We regret any inconvenience our action may have caused you, but unfortunately the action taken on your account will remain as stated in our original letter.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosures

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Credit limit decrease on all of my syn.accounts causing credit score to drop although I've always paid on time all my credit accounts not just thiers.have a seller payment history with all 3 credit bureaus.tried questioning this bank directly and why they are doing this and was told thier decision if they wished to do so.very rude

  Business response

  09/20/2024

  September 20, 2024
  
  
  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 September 9, 2024. I appreciate you bringing this matter to my attention.
  
  It is our policy to communicate various changes made to your account. The request for your previous credit limit to be reinstated has been respectfully declined.
  
  Synchrony Bank's evaluation of an account is made utilizing a sound credit scoring system. We periodically evaluate our consumer accounts. The evaluations include reviews of account information and consumer credit bureau information. Based upon this evaluation, and in accordance with the terms and conditions of the account, Synchrony Bank may decide to change the credit limit on the account. Enclosed is a copy of the terms and conditions for your reference.
  
  On September 6, 2024, your credit limit was decreased from $3500.00 to $2280.00. As required, Synchrony Bank sent a letter to you advising of this decision on September 6, 2024. The specific reason(s) for the action were articulated in the letter, and I have enclosed a copy for your review. Please be assured Synchrony Bank based this decision on an overview of your account and your credit file.
  
  We would like to stress compliance is 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
  
  Enclosure(s)

  Customer response

  09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It is all over social media and reviews this is a common practice of this bank.open a credit card gives you high limit then when later you get the balance up they lower your limit sending credit scores crashing because now utilization went up because of thier actions .even though you've never been late or missed payments. Government should shut this bank down due to thier practices. Next step ohio attorney general.
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had several accounts opened under Synchrony bank: Mattress firm, Care Credit, a Sports store, and Havertys furniture. Our experience with what happened with the Haverty account will push us to pay off ALL of our accounts and never use your credit card again. We are filing this complaint and calling Havertys tas well. We purchased furniture last year at Havertys, being sold on the idea of financing, despite being willing to pay it off in full. I remembered them saying it was a 2 year interest free offer, but perhaps it was only 1. Synchonrony's practices of: a non-user friendly mobile app, a non-user friendly website, lack of functionality on either applications, discouragement of paper statements (charging $1.99 a month) and the inability to change the amount charged every month lead to customer confusion on what they are to pay. The amount YOU set to charge a month isn't the minimum amount. It is a RANDOM amount intended to lulls you into believing that it is the amount needed to pay in alignment with offers ends. Our fault is in trusting the bank to act on what's best for the customer. Since we're not paying for paper statements, and often my login isn't working, there is a disconnect from the account. Why not allow us to change the amount on your mobile app or website? Why not charge the minimum amount so that it is apparent that you are not charging enough? On 7/24/24 the promotional offer ended and you issued over $900 in interest fees on furniture that was about $2100. This is certainly unfair practice. Speaking to your customer service, and the manager was not helpful. Like Most, we have a fixed income. Also, we are working to foster kids and need topay debt down, not incur more. Ideally, we would simply like to payoff the purchase, pre-interest dump. This is how we would have handled it from the beginning. This isn't simply a late fee or interest of $40, this is over $900. Again, how would you feel in this situation?

  Business response

  09/13/2024

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  September 13, 2024
  
  
  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 September 6, 2024. I appreciate you bringing this matter to my attention.
  
  We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws. Your inquiry is also important to us, and it is our goal to serve our customers in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced; however, we must respectfully decline your request for any type of compensation.  
  
  You applied and were approved for a Havertys/Synchrony Bank credit card account on January 16, 2023 with a credit limit amount of $8,000.00. Subsequently, on January 18, 2023, you made a purchase totaling $2,312.43. This purchase was placed on a Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of July 24, 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 are being assessed to the account’s regular balance.
  
  On February 3, 2023, you registered your account online and enrolled in our Paperless Billing 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 *************** 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 $939.80. For your convenience, we have enclosed the first and last three months of billing statements for your review.
  
  We regret you were dissatisfied with your recent experience regarding one of our associates. 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.
  
  On behalf of Synchrony Bank, I regret any inconvenience or frustration you may have experienced with our website. We value you as a customer and appreciate your input and feedback. By receiving feedback from customers, we are able to improve the quality of our eService. Please accept our sincere apologies and allow us the opportunity to serve you in the future.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s) 

*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. ↩