ComplaintsforSynchrony

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Synchrony is bill collector. I have an account there for items I purchased for my home. I pad my bill late and they waived fees, this time they did not waive the fee and I paid my normal payment without the fee. payment is 95..i paid normally over the amount due. The last month I paid fee account fee but not the late fee. I paid it prior to the due date and they charged me a late fee on the late fee.. The bill is less than 700 the late fee is ~40...i think the bill was 135 which is my payment with the late fee. Now I owe them ~175..because I did not pay the first late fee so I was charged another one because of the amount due..the balance on the card is 622.11.. i pay using the phone and it tell me and i pay the amount of more than the required amount.

  Business response

  07/16/2024

  
  
  
  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  July 16, 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 July 9, 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.
  
  As a result of your inquiry and our investigation, 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.
  
  While we understand extenuating circumstances may result in the late payments, we must report delinquencies. We require at least the minimum payment to be made each month. If the payment is not received within 30 days of the payment due date, the account is considered delinquent and must be reported as such.
  
  We are required to report the account payment history as the customer established it. This requirement maintains the credibility of the information provided to the credit bureaus.
  
  A late fee is charged to your account if your minimum monthly payment shown on your billing statement is not received by the due date shown on the statement. When a late payment fee appears on your statements, it means either the payment made was less than the minimum payment required or the minimum payment was not received by the statement due date. Please be sure to allow at least seven to ten business days for your payment to be received and posted to your account.
  
  A statement reflecting a balance of $723.12 was mailed to you on May 5, 2024. The requested minimum payment on the statement was $91.00, and the payment due date was May 28, 2024. We received the payment in the amount of $92.00 on May 31, 2024. Since the payment was received after the due date, a late fee in the amount of $41.00 was assessed to the account.
  
  In addition, a statement was mailed to you on June 5, 2024. The requested minimum payment on the statement was $132.00. The minimum payment consists of the previous month’s minimum payment and the current minimum payment. The payment due date was June 28, 2024. We did receive the payment in the amount of $95.00 on June 25, 2024, but unfortunately, it was for less than the minimum payment. For your convenience, we have enclosed copies of your statements from May 2024 to the present.
  
  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 was not received by the payment due date shown on the billing statement. For your convenience, we have enclosed a copy of the accounts Credit Agreement (Terms and Conditions).
  
  In order to best suit customer needs, Synchrony Bank offers a variety of payment options:
  
  Free of charge, use our automated telephone system, ***** ********, or online bill pay mysynchrony.com
  To process an expediated payment through a customer service representative at ***** ********
  Mail payment to Synchrony Bank, ** *** ***** ************* ** **********sssssss
  
  If sending payments via the U.S. Postal Service, please allow at least seven to ten business days for mailing time.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s) 

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:the company is charging me a late fee on top of a late fee.  Each month I paid my payment.. i expect that they are also charging me interest on top of this ...so the are charging me for interest of 41 for a bill  where I made the standard monthly payment.

   

  This is a bad business practice.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Overpaid 1444.20 have called 4 times to get money back. No success in doing that. They keep telling me they have no record . I want my money back. Its been 3 months

  Business response

  07/15/2024

  
  
  
  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  July 15, 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 July 9, 2024. I appreciate you bringing this matter to my attention.
  
  We would like to thank you for taking the time to express your concerns. We are sensitive to your comments and believe they are a valuable source of insight when evaluating our services and policies.
  
  According to your July 9, 2024 letter, you have spoken with our customer service department in regard to a refund for overpayment of your account. We regret you were dissatisfied with the level of customer service you received. Let me assure you, Synchrony Bank expect 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 July 10, 2024, a credit balance refund was issued, in the amount o $1,444.20. You will receive your credit balance refund check under separate cover in seven to ten business days from the date of issue.
  
  I observed that the mailing address in your correspondence is different than the mailing address we have on file. To update your personal information, please contact our customer service center at ***** ********. Alternatively, you may sign in at mysynchrony.com to update the address on file.
  
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  

  Customer response

  07/16/2024

  
  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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We filed a dispute with sams club Mastercard February,2024. Continually denied. Very poor communication. Every time we speak with a customer service rep for 1 to 2 hrs. They finally understand the issue and make notes and state they will send it up. Denied. Call back always different customer service rep and start back at square one. No one is assigned our case so there is one person to connect with and we start all over. W had a double for our room at coral house, Hollywood beach, Florida. Owner said he didn't think so. I disputed charge with synchrony bank. They removed both charges, not just 1 like I disputed. Then coral house refunded one. Nothing on my account for coral house. Synchrony rep stated was settled that I had won and no charges. Coral house demanded payment for us to continue on with our vaction. We used a visa card to pay coral house. Fast forward. March 27,2023 3938.05 was put back on ou synchrony bank card. Coral house states they don't have the 3938.05. Synchrony says they do.

  Business response

  07/16/2024

  July 16, 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 July 8, 2024. I appreciate you bringing this matter to my attention.
  
  In order to resolve this matter, and in the interest of customer satisfaction, we have issued an adjustment to your account in the amount of $3,983.05 for the disputed amount on July 15, 2024. A letter was sent to you. I have enclosed it for your review.
  
  As of the date of this letter, your account reflects a balance owed in the amount of $2,795.07. I have enclosed a breakdown of your account for your review.
  
  A review of your correspondence indicates you recently spoke with customer service associates on several occasions, seeking an adjustment to your account. Furthermore, your correspondence indicates you were dissatisfied with the level of customer service you received. I sincerely regret for any inconvenience or frustration this matter may have caused you. 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 customer service.
  
  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

  07/16/2024

  
  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

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out to Synchry aka Care Credit to inform them I have Zero income. They are refusing to assist in any way such as lowering my monthly payment or forgiving my debt. They are refusing because I have Zero income. How can someone pay if they have zero income? Lost my job due to having an accident. I had a seizure in January and broke my right shoulder. My employer terminated me May 2nd. I wanted to work with the company and still attempt to make much lower and more reasonable monthly payments. They refuse to budge. Plus their fees are anywhere from $25 and up per month. I seek either lower payments at $10 a month an pd no more exhorbatant fees or completely forgiven

  Business response

  07/17/2024

  
  
  
  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  July 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 July 5, 2024. I appreciate you bringing this matter to my attention.
  
  We certainly regret to hear about your current situation; you are a valuable customer with a solid payment history. However, we are unable to remove the entire balance of your account. Yet, this does not mean we do not empathize with your circumstances. We would like to assist you in moving forward on your account.
  
  Thus, in the interest of customer service and goodwill, I have credited late fees and interest charges totaling $ 299.83, which will leave the remaining balance of $ 696.04.
  
  We have reviewed your account, and unfortunately at this time, your account does not meet the criteria for a customer assistance plan. You may contact us at (866) 893-7864 to discuss if any other assistance is available.
  
  Alternatively, you may also have the option of utilizing a consumer credit counseling service (CCCS). A CCCS is a non-profit community organization supported by voluntary contributions made by participating area businesses. A CCCS helps consumers who need advice on how to handle money, develop a budget or use credit wisely. These services are strictly confidential. CCCS counselors are professionals trained to help people deal with consumer credit problems. Customers can locate the nearest CCCS office by calling ***** ******** or visiting ************.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have Zero Income. They need to understand that means I have no money coming in weekly, bi-weekly or monthly to pay bills. Their required payment amounts for the 2 cards that I have through them are way too high and put a great strain on my budget. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Several months ago I called both Sam's Club and Synchrony Bank. I cancelled both my Sam's Club and the Master Card Account with Synchrony. A few months after I began receiving notices of payment due for Sam's membership and then payment due for the membership charge on the credit card. I suspect a scam since all the news about synchrony's data problem. Thank You for being here!!

  Business response

  07/17/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  July 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 July 5, 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.
   
  In reviewing your correspondence, you state you did not authorize the Sam’s Club membership to be billed to your above-referenced credit card. The credit agreement states the membership fee “will be automatically billed to your account by us, and your acceptance of the card constitutes your agreement to such billing.” You may view these terms at www.synchronybankterms.com.
  
  On April 28, 2024, an electronic billing statement was sent to you. This billing statement included the (2024) annual membership fee of $50.00 dated March 29, 2024. For your convenience, a copy of this statement has been enclosed.
  
  You also state you were sent notices for the membership renewal. Referring back to the credit card agreement, under “Your Billing Rights,” the accountholder is advised to write within sixty (60) days to the address shown on the statement, if the accountholder questions anything on the bill. The accountholder may also telephone, but this does not preserve your rights in the same way as a written notification. 
  
  In response to your request, your account was closed on April 30, 2024. However, upon review of your account, we were unable to locate any prior request notification in regard to the dispute of this charge.
  
  Our record indicates, that the merchant has credited the account for the membership of $50.00 on July 13, 2024, leaving a zero balance on the account. These adjustments will appear on the July 2024 billing statement. 
  
  Thank you for the opportunity to respond to your concerns. 
  
  Sincerely, 
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)
  
  

  Customer response

  07/18/2024

  A great big Thank you!!

  *****

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged $3074.00 for a hospital visit before we left the hospital and before insurance was charged. The person who charged it talked to a family member who was not authorized to use my card and was told that by my family member. The employee was told to call my cell to get payment. I was not called and they charged my CC the full deductible for my son's yearly amount. Not what the bill became after insurance was charged. Care Credit finally got my money back to them from the hospital in March and It is now 7/2/2024 and I am still waiting on $1138.29 to be refunded back to me by CareCredit/Synchrony bank. They are giving me the run around on why it has not been refunded. And I have been told now several times that I will get a check in the mail. Last month when I called I was told by a manager that I had to wait up to 20 days from my refund to get reviewed because it is over 1000$ in total. That was over 30 days ago now. Still no check.

  Business response

  07/15/2024

  We're working to resolve this matter as quickly as possible and will let you know the outcome. We ask that you allow up to 60 days for us to complete our review of this claim. Once the review is complete, 
  we will respond to you through the BBB. 

  Customer response

  07/16/2024

  Thank you for helping in this matter,  Care Credit has finally after 7 plus months sent me the money that was owed to me.  Your letter did it.  

   

  This matter can now be closed.  Thanks ******* ****

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase from online retailer Sweetwater Music; Synchrony Bank issues the card. On 5/23/24, this purchase was approved and I received the merchandise three days later. I went online to mysynchrony.com to view the bill and could not access the account because it was removed from the online portal. A phone call to customer service and 2 transfers later, I was told that it was closed 5/4/24 due to inactivity. Yet, the approved the purchase on 5/23/24 and closed the account just after the purchase was approved. Sounds shady at best. Now I'm told that I have to call a toll-free number to provide payment info each month. Their paper statements clearly say to "pay online for free at mysynchrony.com" with NO indication that an account had to be open or not. Their endless apologies are no help either. I can't figure out how it's legal to allow a purchase some 2-3 weeks after an account is closed, and THEN to actually close it JUST after a purchase is approved by the issuing bank! I would like to join in a class action lawsuit if one is ever filed!

  Business response

  07/17/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  July 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 July 3, 2024. I appreciate you bringing this matter to my attention.
  
  Your Sweetwater Sound/SYNCB credit account was opened on May 3, 2023. At that time, you entered into an agreement with Synchrony Bank upon signing the application, whether written, verbally, or electronically. According to the terms and conditions that govern your account, Synchrony Bank may lower, increase or suspend your credit limit, or permanently close your account. Although you are a valued customer, and we sincerely value your business, your account was closed due to inactivity, effective May 23, 2024. At this time, we must respectfully decline your request to waive your current balance of $313.04, as the balance owed is valid. 
  
  We understand your concern you were not notified the above account was going to be closed due to inactivity; especially since you made your first purchase on the same day your account was closed. While Synchrony Bank is required by law to provide written notification to accountholders if their accounts are closed based on information received from one of the major credit bureaus, notification is not required if closure is due to inactivity. For your convenience, a copy of the account agreement has been enclosed.
  
  With respect to your concerns regarding access to ************** and paperless statements, Synchrony Bank provides effective communications for every consumer. While you may not have access to view account activity on mysynchrony.com due to the account closure, our records reflect the account is enrolled in paper statements.
  
  In order to best suit customer needs, Synchrony Bank offers a variety of other payment options:
  
  • Free of charge, use our automated telephone system, ***** ********
  • Process payments through a customer service representative at ***** ********
  • Mail payment to Synchrony Bank, **** *** ***** ************ ** *****
  
  If sending payments via the U.S. Postal Service, please allow at least seven to ten business days for mailing time.
  
  We regret if you were dissatisfied with your recent experience regarding our associates. A review of your May 31, 2024, phone call to Synchrony Bank confirms the correct date of account closure was provided to you during the call. 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.
  
  We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Therefore, Synchrony Bank has accurately reported your account as “closed due to inactivity.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)  

  Customer response

  07/17/2024

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

  It is unacceptable business practice to allow a transaction to post on a deactivated account, especially  considering that the agent I spoke with told me the account was supposed to be closed three weeks earlier!  Had I known the account was deactivated, I would have been able to exercise alternative purchasing options.  Yet, the transaction in question shows that it was charged to the closed account regardless. This experience has "CROOKED" and "FRAUD" written all over it, and I will use any and all Social Media channels available to spread the word about Synchrony's unethical behavior.  Further, there were three other agents, including Tech Support, who could not fathom why I was unable to view my account online but they could.  I was assured by all that I should still be able to access the account online for payment only. I reject your explanation, and I reject any vendor from now on that utilizes Synchrony Bank as a credit option.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Will not apply payment to Special Financing Purchases, Pleaser Help!

  Business response

  07/09/2024

  July 9, 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 July 1, 2024. I appreciate you bringing this matter to my attention.
  
  After a review of your account, I assure you at no time were additional fees or charges posted to your account. For your convenience and review, I have enclosed a summary of your account activity to illustrate the history of the account.
  
  According to the terms and conditions on the application, Synchrony Bank reserves the right to select the method by which payments and/or credits are allocated to the account. Enclose is a copy of the terms and conditions.
  
  On March 19, 2024, you made a purchase totaling $2,988.00. This purchase was placed on a FIXED PAYMENT REDUCED APR promotion with a promotional expiration date of Until Paid Off.
  
  The terms of your Fixed Payment promotion require a monthly payment of $110.00 and monthly interest charge assessed at a reduced APR. The information can also be found on your monthly billing statement in the promotional purchase summary. Enclosed is a copy of your monthly billing statement for you review.
  
  However, the documentation signed by you described the terms of the promotion in detail. Thus, we do regret if you felt our documentation and presentation were not clear or concise; however, any questions regarding the forms or the credit card terms should be addressed to the sales associate prior to signing your acceptance.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)

  Customer response

  07/09/2024

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was charged $2.00 interest rate due to paying full bal the following day of my payment due date. I requested to close my account via the chat but when they mentioned the disclosure of losing rewards , I did not agree to close the account. But rep closed my account.

  Business response

  07/12/2024

  Upon receipt of your correspondence and the concerns raised through the BBB, it is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry.  Once the review is complete we will respond to you

  Business response

  07/16/2024

  On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on July 1, 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; however, we have abided by the terms of the account. Therefore, the request for your account to be reopened has been respectfully declined.
  
  In response to your request, your Verizon Visa® Card account was closed on June 28, 2024. The Echat representative provided the account closure information advising you once the account is closed it cannot be reopened and any rewards will be forfeited immediately. The rep asked if you would like to keep the account open. Unfortunately, you did not respond and your account was closed. Your account has been reported to the credit bureaus as "closed by consumer.” Synchrony Bank submits updated reporting electronically. These updates may take up to 60 days to be reflected on your personal credit report.
  
  Although the interest charge was billed according to the terms that govern your account, in the interest of customer service and goodwill, we credited your account for $2.00 interest charge. As of the date of this letter, your account has a credit balance of $2.00. Please be advised that your balance may not reflect any purchases, fees, interest or other charges which have not yet posted to your account. Please refer to your next statement for any remaining balance.
  
  You opened your Verizon Visa Card account on May 3, 2024. By signing the application, whether written, verbally, or electronically, you indicated you understood the terms and conditions of the account; this information was included with the application. For your convenience, we have enclosed a copy of the terms and conditions.
  
  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.
  
  A statement reflecting a balance of $1,497.63 was generated on May 28, 2024. The requested minimum payment on the statement was $30.00, and the payment due date was June 20, 2024. We received a payment in the amount of $600.00 on June 12, 2024, a payment in the amount of $200.00 on June 17, 2024, a payment in the amount of $600.00 on June 20, 2024, and a payment in the amount of $80.00 on June 20, 2024, bringing your account balance to $17,63.
  
  Since the balance was not paid in full by the due date, an interest charge in the amount of $2.00 was assessed to the account. On June 14, 2024, you made a purchase in the amount of $70.36, which brought your account balance to $89.99.
  
  A statement reflecting a balance of $89.99 was generated on June 27, 2024. The requested minimum payment on the statement was $30.00, and the payment due date was July 20, 2024. We received the payment in the amount of $89.99 on July 2, 2024.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)  

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I never responded to confirm the closure after she stated I would lose rewards. 
  

  Understand the Interest charge, but when the chat explained that I will lose my rewards I did not confirm the closure. 

  Sincerely,
  
  ***** *****

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I used Synchrony’s website to prequalify for credit cards on 6/23/24. The page for the Synchrony Car Care credit card says you can press their link to “See if you Prequalify with no impact to your credit bureau score.” After clicking the link and entering my info into the form I accepted the terms and pressed submit. There was no indication on the page that the form was for an application and not a prequalification. After submitting the form I received a notification that there was a hard inquiry on my credit report from Synchrony bank and my credit score dropped. After closing the page out I waited until Monday to call customer service and dispute the hard inquiry because I was misled to believe I had only submitted a prequalification. After sending my info Synchrony customer service said I was approved for the Car Care card and the new account was already reported to the credit bureaus. I explained that their website is wrong and it read that the form was only a prequalification and wouldn’t hurt my credit. Synchrony customer service said they wouldn’t dispute the hard inquiry on my credit report and the only option I had was to close the new account which would drop my credit score even more. Synchrony played me into opening a credit card account with them and now i’m obligated to keep it open or my credit score will drop even more.

  Business response

  07/09/2024

  July 9, 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 June 27, 2024. I appreciate you bringing this matter to my attention.
  
  You have indicated inaccurate information has been reported to the credit bureau, and you are questioning the validity of an inquiry made by us.
  
  We have investigated your claim. The inquiry in question was the result of an application for credit, submitted online via mobile, through the direct apply option on June 23, 2024. According to the terms and conditions on the application you signed, whether written, verbally, or electronically on June 23, 2024, there is a section that sets forth Synchrony Bank's right to request information or make inquiries to the major credit bureaus for any updates, renewals, extensions of credit, or reviewing or collection of your account. I have enclosed a copy of the terms and conditions for your review.
  
  Since we have reported accurate information, we are unable to modify what has been reported. Therefore, your request for Synchrony Bank to delete this trade line from your personal credit history has been respectfully declined.
  
  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 accountholder's 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

  Customer response

  07/09/2024

  
  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,
  
  ********* ******

*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. ↩