ComplaintsforSynchrony

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Poor service, refuse to address by my last name I called PAY PAL CREDIT about my account I was met with disdain , lies by their customer representatives I ask to speak with a supervisor about my account Mary got mad said no supervisor work on the weekend and slammed the phone in my ear I called back and was told by *** that they will take my complaint but no one would call me back. I asked to speak to a supervisor her name was ******* they told me that your customer service lied. They do have supervisors on the weekend. I just wanna know the consumer when I speak to a supervisor that’s poor Service. Also is very disrespectful to continue to address me by my first name is against my culture and it’s against my belief. I am a 69 year old woman, that’s been called by my first name. I have suggested I have Complained numerous times about dressing me by Miss ******* my last name I want this changed when I am speaking to customer service to address me by my last name. And I also wanna know why your customer service lied to me?

  Business response

  08/14/2024

  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.

  Business response

  08/20/2024

  August 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 August 12, 2024. I appreciate you bringing this matter to my attention.
  
  I attempted to call you on August 14, 2024, and August 16, 2024, in order to discuss your account; however, I was unable to reach you.  
  
  Please allow us to apologize for any inconvenience this matter may have caused you. We value you as a customer and appreciate your input. We strive to learn from past experiences, and your feedback is very important to us. Please accept our sincerest apologies and allow us to continue to improve our customer service to you.
  
  Synchrony Bank works with our retail partners to provide information and training to store employees concerning our credit products. We sincerely regret if you were given incorrect information regarding supervisors being available on Sundays. 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.
  
  As set forth on your billing statement, any payment received after 5:00 p.m. Eastern Standard Time (EST) reflects the next day’s posting date. In the event we are unable to post a payment received prior to 5:00 p.m. EST, the payment will be recorded to reflect the actual date received.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  08/20/2024

  
  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. for the moment, Its really a bad look when a consumer request to speak to a Supervisor and is met with arrogance, rudeness, and disrespect. You will hear from me repeately if i am continually dirsrespected by your Company, you dont get to take my voice away because your customer service  rep resentivesare having a bad day, without customers you have no business, all around terrible customer service, my opinion my experience. 
  
  Sincerely and Truthfully
  
  ********** *******

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This lender has lowered my credit on two occasions. I had finally gotten my credit up to good standing after going through a divorce where my ex-wife ruined my credit. I got remarried and lost some weight and went into a Belk's to get some celebratory new clothes. They asked us if we would like a card to establish better credit and we agreed. Initially, they gave me a credit line of $800.00. We spent $300 that day and got some new clothes. When I got home, I set up the account and automatic payment. For a few months, I made payments on the account and brought the balance back down to $550. then I got a letter from Synchrony Bank stating they lowered my credit line to $550. Then, because of what they did to me, my credit dropped 40 points into needs work. I had never missed a payment, on this card or any of my credit accounts. I called Synchrony Bank and they did nothing. I also called the credit reporting agencies and though the agent was validating, they could do nothing. It took several months to get some of my credit points back. then, this morning, they lowered my line again to just over the balance I had paid down, to $466.00. I am going to pay off this card and never use it again or shop at Belk's ever. Do not apply for a Belk card because Synchrony Bank is a predatory bank that messes with people's lives through credit. Buyer beware.

  Business response

  08/15/2024

  ******** ******* ** *** ****** ********* ******** ** **********
  
  August 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 August 12, 2024. 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 adjust your personal credit history 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.
  
  To confirm what you stated in your complaint, on February 8, 2024, your credit limit was decreased from $800.00 to $570.00. In addition, on August 9, 2024, your credit limit was decreased from $570.00 to 460.00. As required, Synchrony Bank sent letters advising of these decisions on February 8, 2024, and August 9, 2024. The specific reason(s) for the action were articulated in the letter. Please be assured Synchrony Bank based this decision on an overview of your account and your credit file. I have enclosed a copy of each letter for your records.
  
  We understand that the lowering of your credit line might be upsetting or inconvenient for you, and we regret we had to take this action, especially since you are a valued customer.
  
  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

  08/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: There was no reason to reduce my credit and cause my credit score to go down.  I have never missed a payment or defaulted on the agreement.  You are a horrible, unfeeling, uncaring company who arbitrarily makes decisions that screw with peoples lives.  Why offer me the credit in the first place just to reduce it on two separate occasions?  No other credit card had ever done this to me.  I will pay the balance and cancel the card and never use your business again, as well as telling everyone who will listen about your predatory and destructive practices and your ridiculous response.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bank without warning or reason has reduced my credit from $1000 to $450 now to $330. I have paid this bill and this company is damaging my credit with these actions.

  Business response

  08/16/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  August 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 August 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.
  
  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 limit can be lowered, suspended, or closed permanently.
  
  Per the terms and conditions governing your account, 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 was the determining factor in our decision to lower your Sam's Club® Personal Credit Card credit limit from $450.00 to $330.00. As a result, on July 21, 2024, a notification letter was sent to you advising of our decision. The reasons indicated in the notification letter you received further relate to the information contained within your Transunion credit file.
  
  If you do not agree with the information the credit bureau has provided, then we kindly request you contact Transunion directly to discuss your credit file. We regret any inconvenience our action may have caused you, but unfortunately at this time 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
  

  Customer response

  08/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Small business owner and lenders as this are only making it difficult to navigate these challenging times. Another billion dollar bank squeezing JQ Public.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For no reason at all they dropped my credit limit. I have always paid on time. This has decreased my credit score because now my usage is at 98%. I tried calling but “*****” wouldn’t pass me on to someone higher up or give me any info on who else to contact. I e-mailed them a week ago and haven’t heard back from them.

  Business response

  08/13/2024

  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.

  Business response

  08/16/2024

  August 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 August 9, 2024. I appreciate you bringing this matter to my attention.
  
  On August 12, 2024 and August 13, 2024, I attempted to contact you at the telephone number you provided in your voicemail to us and left a voicemail message. However, I did not receive a return call.
  
  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.
  
  On July 28, 2024, your credit limit was decreased from $1,100.00 to $590.00. As required, Synchrony Bank sent a letter to you advising of this decision on July 28, 2024. The specific reasons 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. 
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure 

  Customer response

  08/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is not right. They aren’t going to cooperate so you might as well turn this into a formal complaint. And I will do my part to warn about this predatory business.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an account with Lowes Home Improvement for years. I have never been late at anytime and recently got a letter advising my account was closed because the bank that service Lowes also service Amazon which my daughter has an account with not me. She opened that account I did not and they are closing my account for what she did with Amazon. She currently has a payment arrangement with Synchrony to pay the outstanding bill that she made. I contacted the bank regarding this requesting a review of my excellent payment history and asked that they reopen my account which they did not reopen but advised that I could reapply. Why reapply when I asked for my account to be reopened. If they truly reviewed my Lowes payment history they’ll see that I’ve always been on time and never late.

  Business response

  08/10/2024

  
   
  
  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  August 10, 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 August 8, 2024. I appreciate you bringing this matter to my attention. 
  
  In your inquiry, you expressed concern regarding the status of your Lowe’s account. It is our policy to communicate various changes made to your account. The request for your account to be reopened 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. These evaluations include reviews of Synchrony Bank consumer accounts and all accounts contained within these consumer credit files. Based upon this evaluation, and in accordance with the terms and conditions of the account, Synchrony Bank may decide to close the account. 
  
  On May 13, 2024, your account was closed. Synchrony Bank sent a letter to you advising of this decision. For your convenience, I have enclosed a copy of the letter. The specific reason for the action were articulated in the letter. Please be assured Synchrony Bank based this decision on an overview of your personal credit report.
  
  While you have indicated you have excellent credit and pay your bills on time, our decision was not related to a negative payment history. Our decision was based on a statistical review of your accounts reported within your credit file. The specific reasons for the closure of your account were provided in our letter dated May 13, 2024. In response to your request for a re-evaluation of our decision, based on the current bureau score associated with your Lowe’s  account, our decision remains the same.
  
  While you indicated in your inquiry that you believe your daughters payment arrangement may have been a determining factor in our decision, the exact reasons for our decision have been indicated on the letter mailed on May 13, 2024.  
  
  Compliance is very important to Synchrony Bank, and we follow all applicable laws. In accordance with the Fair Credit Reporting Act (FCRA), it is our obligation to accurately report our customers’ credit-related information to the credit bureaus. The four major credit bureaus, ********* ******** *********** *** *******, each feature a unique format for displaying this information. However, Synchrony Bank stands by the accuracy of our reporting.
  
  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 
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Deceptive lending practices. They gave me a 12 month promotional period on a medical credit card. Set me up on auto pay that my payment kept decreasing month over month so that I would not be able to pay off the balance in 12 months. When the promotional period was ending, they made no effort to inform me aside from a small text box on my monthly statement. This was a one time expense so I did not check my statement that I have to log in to their app to see as it is not sent to me electronically or in paper. After realizing my payment shot up I called them and found out the promo period had ended so my balance went from 2000 to 5000 and now I’m paying monthly interest on the balance that’s includes accrued interest so I’m paying interest every month on the interest! Now my monthly payment only covers about 50 dollars per month of principal balance. My 2k balance is now going to take 10 years to pay off. They should be required to notify the ending of a promotional period beyond a small note on a statement that is not even sent to their customers. At least an email. They send me promotional emails all The time. I feel like this is extremely deceptive.

  Business response

  08/16/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  August 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 August 7, 2024. I appreciate you bringing this matter to my attention.
  
  In the interest of customer service and goodwill, we will remove interest charges totaling $2,638.75 if we receive payments totaling $1,931.00 on or before August 24, 2024.
  
  You applied and were approved for a credit card account on January 11, 2021, with a credit limit of $5,100. Subsequently, on June 1, 2022, you made a purchase totaling $4,600. This purchase was placed on a Deferred Interest/No Interest If Paid In Full with a promotional expiration date of June 25, 2024. To avoid paying deferred interest charges on these promotions, you must pay the entire applicable promotional balance by the promotional expiration date. While monthly minimum payments are required during the promotional period, interest charges are accrued, but deferred. Failure to remit the full payment by the promotional expiration date will result in the accrued deferred interest charges being assessed to the account’s regular balance.
  
  On October 14, 2022, at 8:46 am you logged into your online account and enrolled in auto pay. Each month, we send an email to you advising your billing statement is available for viewing and to log into www.mysynchrony.com to view your complete statement. These statements provide information pertinent to your account and should be viewed immediately. Your statement features a promotional purchase summary detailing the accrued deferred interest charges, as well as the promotional expiration date. Payment in full was not received for the promotional purchase by the promotional expiration date. As a result, your account incurred deferred interest charges, in the amount of $2,638.75.
  
  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 account holders 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

  Customer response

  08/19/2024

  
  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Synchrony for a Lowe's credit cradit card and Discount Tire card to make payments over time, which I did without fail. I may have one or two payment paid the day after due, but other than that over the period of 4 years have always paid on time. Once the discount Tire account was paid they continiually lowered the credit amount and then closed the card, reflecting my credit adversly. Now that I have been doing the same with the Lowe's card they suddenly cancelled my card just as I am buying a home adversly affecting this process. It is a horrible way to treat a valued customer as a number and there was no justification in doing so. This also adversely affected my credit. They tacked on interest charges putting me over my limit. Once paid down they cancelled my card. I wish to have my credit reclaimed and notation put in my credit report, which I have done and gone as far as I can go. But I'd like to report their practices and warn others. I do not now the legal ramifications, but to encourage consumers to use their services and return them with horrible service and lowering a credit score should be illegal.

  Business response

  08/17/2024

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  August 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 August 7, 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 account to be reopened 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. These evaluations include reviews of Synchrony Bank consumer accounts and all accounts contained within these consumer credit files. Based upon this evaluation, and in accordance with the terms and conditions of the account, Synchrony Bank may decide to close the account. Please find enclosed a copy of the terms and conditions for each of the accounts.
  
  On July 12, 2024, your Lowe’s® Advantage Card/MyLowe’s Rewards Credit Card account was closed. Synchrony Bank sent a letter on July 12,2024, to you advising of this decision. The specific reason(s) for the action were articulated in the letter. Please be assured Synchrony Bank based this decision on an overview of your personal credit report. Please find enclosed a copy of the letter for your convenience.
  
  On May 8, 2023, your Discount Tire/ Synchrony Car Care Credit Card account was closed. Synchrony Bank sent a letter on May 8, 2023, to you advising of this decision. The specific reason(s) for the action were articulated in the letter. Please be assured Synchrony Bank based this decision on an overview of your personal credit report. Please find enclosed a copy of the letter for your convenience.
  
  While this decision is final and will not change, if you require any additional assistance, please feel free to contact Customer service 866-*********
  
  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

  08/20/2024

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

  What is deemed as fair practices is not accurate. Their decision was based on credit reporting agencies which they did not warrant an explanation. Their practices are well-known to close accounts as this and are synonymous for it. They will never admit it and it will take an agency such as yourself to investigate their practices. I did not expect a resolve from the company. I wish to make not to warn future persons to not do business with them.

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/29/24 I received a letter from Synchrony Bank regarding my Sweetwater Music account with them, that I've had for 3 years, stating they were closing it be cause of a dishonored payment from my bank. When I called Wells Fargo, they told me I had a stop payment for the amount of $88 that was placed on 11/23/2011 (13 years ago, that I was unaware of and thought must have been no longer in place) and that's what triggered the return of the online payment. They have given me a copy of that stop payment request (for the amount of $88, not for the payee of Synchrony Bank) that I referenced when talking to Synchrony's credit manager who refused to listen to my explanation. I have 5 accounts with them and have always paid them off quickly and yet with this accidental act by Wells (1 occurrence of the same item that they are calling 2) they are labeling me as a high risk. I feel this is inaccurate and patently false and my account should be reinstated and any negative credit report information reported due to this be removed.

  Business response

  08/09/2024

  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.

  Business response

  08/13/2024

  August 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 August 7, 2024. I appreciate you bringing this matter to my attention.
  
  Per the terms and conditions governing your account, we reserve the right to close your account at any time. Currently, we respectfully request you review the clause below. Disclosed in the terms and conditions that govern your account, it refers to default and states the following:
  
  “We may close your account at any time, for any reason. If your account is closed, you must stop using it. You must still pay the full amount you owe and this Agreement will remain in effect until you do.”
  
  Based on a review of your account, we have received two returned checks on your Sweetwater Sound/SYNCB credit card account in the past 4 months. The dates the payments were received, and the amount of the payments are listed below.
  
  June 9, 2024, for $88.00.
  June 18, 2024, for $88.00.
  
  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 July 17, 2024, your account was closed, and a letter was sent to you advising of our decision.
  
  In the spirit of customer service and goodwill, I have issued credit to your account for the late fee charge totaling $30.00. This brings your account balance to $454.83. These credits will appear on your August 2024 billing statement.
  
  We have reopened your account on August 13, 2024, with a credit limit of $2,200.00 and requested all major credit bureaus delete the late payment history from June 2024, to August 2024, associated with this account from your personal credit history. The updates to your personal credit report may take up to 60 days.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure 

  Customer response

  08/14/2024

  
  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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After reviewing all of my statements today (8/6/24) to see why my balance was so high. I seen that in March 2024 my balance was $586.21. And in April 2024 went up to $1473.65. I call synchrony on 8/6/24 to find out as to why and was informed that my promotion had ended and they added on all the interest from my account. I stated to the representative that I was not informed of the change and given the option to make the payment before the promotion ended. He stated that I would have received an email or physical mail and I assured him I did not. I spoke to a supervisor and she told me I would not have received an email or notification of the change. And after letting her know that my account has been on auto payments and I’ve been paying more then my minimum due and is it possible to wave the interest if I pay the balance left before the interest and she said no. I am seeking assistance in this matter because I was not given notice of the promotion ending and should not be held liable for the interest charges I was not made aware of.

  Business response

  08/12/2024

  August 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 August 6, 2024. I appreciate you bringing this matter to my attention.
  
  You applied and were approved for a CareCredit credit card account on February 21, 2022. Subsequently, on February 25, 2022, you made a purchase totaling $1,512.62. This purchase was placed on a Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of March 4, 2024.
  
  While monthly minimum payments are required during the promotional period, interest charges are accrued, but deferred. As set forth on your monthly billing statements, the accrued interest is waived if the promotional purchase is paid in full before the promotional expiration date. Failure to remit the full payment by the promotional expiration date will result in the accrued deferred interest charges being assessed to the account’s regular balance.
  
  On April 1, 2022, you registered your account online and enrolled in our eBill program to receive electronic billing statements. Each month, we send an email to you advising your billing statement is available for viewing and to log in at ******************* 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 $962.44.
  
  With regards to your request to waive the interest charges on the account, your request is respectfully declined. As of the date of this letter, the balance on your account is $1,272.47. Please refer to your next statement for your minimum payment due.
  
  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 

  Customer response

  08/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I was not informed that I was on a promotion that would end, even after to speaking to Synchrony bank on numerous occasions this was not expressed to me. If I would have known that this was a promotion that would end I would have simply paid the principal.

  Even when speaking to customer service reps they stated I would have received a notice that my promotion was ending via mail or email at which time I stated I did not receive either notifications. 
  
  I have made all my payments on time set up with auto pay, and have paid above the minimum balance due. 
  

  If the opportunity is available I would agree to paying the principal in full immediately. 
  

  I have been a great customer and continue to be so, I believe that this was a matter that was poorly communicated to me. 

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

  Business response

  08/15/2024

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  August 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 August 6, 2024. I appreciate you bringing this matter to my attention.
  
  You applied and were approved for a Levin Furniture/ Synchrony HOMETM Credit Card credit card account on February 21, 2022 with a credit limit of $2,200.00. Subsequently, on February 25, 2022, you made a purchase totaling $1,512.692. This purchase was placed on a 24 Month With Paid Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of March 4, 2024. Since payment in full was not received for the promotional purchase by the promotional expiration date, the account was assessed deferred interest charges in the amount of $962.44. Because the deferred interest charges were not paid, your account has incurred additional interest charges. As of the date of this letter, the current balance is $1,272.47.
  
  Each month, billing statements were eBilled to you. These statements contained a promotional purchase summary which features the accrued deferred interest charges, as well as the promotional expiration date. Furthermore, 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 transaction. Please see promotional purchase summary section on statement for details on promotions.
  
  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.
  
  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 in regarding this account.  
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  08/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I was not notified of the promotion or its end date prior to purchase. Nor was I noticed of the change. 
  

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today my wife and I just found out synchrony bank just closed all of our accounts this affects our credit score also it was an embarrassment for my wife trying to use a card that had a zero balance we have never missed a payment or been late I just reopened my JC Penny since they closed my accounts for no reason then I am not paying them no interest or I want a settlement to pay them off the funny this was we were just doing a HELoC to pay all of our accounts off in full I have done Business with them for years and this is what they do and treat their customers if they’re using an AI program to determine this from what I was told by one of the representatives and this is horrible and just close automatically close customers accounts that you’ve done business with three years truly astonishing specially when those customers have never missed a payment and I’ve paid off their account in full several times over. The biggest thing is you canceled 100% disabled Veterans Lowe’s card and which takes a big pride in representing and honoring Veterans when I talk to Lowe’s, they were just appalled by how synchrony close my account for no reason also embarrassed. I’m trying to use my card at Lowe’s. This is truly horrifying experience. I will never recommend anybody to use them in the future and I will also be contacting every veteran organization, letting them know about the horrible experience I had with synchrony how they just canceled and close my account and they can do this to anybody.

  Business response

  08/09/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  August 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 August 6, 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 accounts to be reopened and for a settlement has been respectfully declined.
  
  Compliance is very important to Synchrony Bank. Your Lowe’s® Advantage Card/MyLowe’s Rewards Credit Card account was opened on August 11, 2022. Your JCPenney Mastercard® account was opened on July 14, 2024. Your Mattress Firm/Synchrony HOMETM Credit Card account was opened on October 12, 2023. Your ScoreRewards Credit Card was opened on August 20, 2021. Your HomeDesignSM/Synchrony Bank account was opened on March 29, 2021. And your Ashley Furniture HomeStores/SYNCB account was opened on March 28, 2021. At that time, you entered into a valid agreement with Synchrony Bank upon signing the applications, whether written, verbally, or electronically, and subsequently each time you authorized a transaction on the accounts. Per the terms of your account agreements, we may close your accounts at any time. 
  
  On July 24, 2024, your accounts were closed due to activity demonstrated on one or more accounts you have with Synchrony Bank and a letter was sent to you advising you of our decision. Copies of the notification letters are enclosed for your review.
  
  The current balances on your accounts are valid and owing, Your account balances as of August 8, 2024, are as listed below:
  
  Lowe’s Advantage Card/MyLowe’s Rewards Credit Card: $1,667.90
  JCPenney Mastercard: $259.00
  Mattress Firm/Synchrony Home Credit Card: $1,528.61
  ScoreRewards Credit Card: $0
  Home Design/Synchrony Bank: $0
  Ashley Furniture HomeStores/SYNCB: $0
  
  Please refer to your most recent billing statements for full payment details including minimum payments due and due dates. Please be advised, when an account is closed, whether by Synchrony Bank or the accountholder, the same terms and conditions still apply to the account. Closing an account will not prevent any fees, including but not limited to interest charges and late fees, from being assessed to the account.
  
  Please be further advised, your credit score could change daily, based on information your creditors report to the major credit bureaus. Synchrony Bank generally reports to the major credit bureaus once a month. There are many factors that go into your credit bureau score, which may change daily. For more information on how credit scores are calculated, and which factors may affect your score, go to www.annualcreditreport.com.
  
  We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your accounts are 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 these accounts.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosures 

  Customer response

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:This is unexceptionable to close accounts and not explain why never late or missed a payment but you closed all of our accounts embarrassing us at the store damaging my credit for no reason and you want people do continue to do business with you. When you call you get some generic excuses but I heard you are using AI to determine this and just close accounts 

  since you closed all of our accounts we will settle all accounts in full we can come to a settlement agreement with this no way you can have a good relationship with the BBB doing this Also Lowes was very shocked that you closed out a loyal customer account especially a 100% disabled veteran for no reason I will to talking with them about your business handling with veterans as well they are waiting for my outcome 
  
  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. ↩