ComplaintsforSynchrony

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business wanted us to do online statements or it would be a 1.99 fee for paper statement. So the 1st time we done online something went wrong, I got a email showing my payment had posted, also have a picture showing the same thing. this was in June. July came and my next bill showed late fee and interest fee charged to nothing of my doing.

  Business response

  07/01/2024

  
  
  
  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  July 1, 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 25, 2024. I appreciate you bringing this matter to my attention.
  
  A late fee is charged to your account if the 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 statement, it means either the payment made was less than the minimum required or the minimum payment was not received by the statement due date.
  
  The online payment made on June 14, 2024 was returned unpaid by your bank on June 20, 2024 due to an incorrect bank account number. Therefore, a late payment fee of $30.00 was assessed. On June 23, 2024, we credited your account for the late fee. A replacement payment was received on June 23, 2024; however, this was also returned by your bank on June 27, 2024. A returned payment fee of $30.00 was assessed on that date. An additional replacement payment was received on June 28, 2024, and the returned payment fee waived.  This brings your account balance to zero ($0.00) as of the date of this letter.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  07/01/2024

  We have been excellent customers for 15 years.  We pay our full balance prior to it being due all that time.  The problem came when you require customers to do everything on line or get extra charges.  We did pay prior to due and full balance.  I checked the account number I put in multiple times and it did not change.  I then saw after many days and interest added that it had not cleared.  I then called and paid again talking to someone and reading off number by number and her reading it back to me and all was correct and once again it kept saying pending and then once again it did not clear and more charges added including a return check fee which we did not even send a check because all was on line like you wanted.  If your company can't handle on line payment you probably should not make people do it.  We could not get anyone to straighten this out until we would not stop without talking to management.  We have now cancelled all credit cards that are handled by your company because we will not be treated like this again.  We have seen that your company has over 2500 complaints and are understanding why that is.  Your company has made it very inconvenient to do business with you so we won't anymore.  We were not refunded the interest that we should never have been charged.  We guess that is a goodbye fee.

   

                                                                                              Sincerely The *********

   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 18, 2024, I logged in to make m payment. I went to Chat and went through Sydney, the automated customer service bot, but I was not able to make a payment, so I typed customer service agent twice. I then was connected to Spera Thomas. This person took my payment, but instead of help, the agent asked me for confirmation . i said yes twice. The agent was having issues it seemed, so I asked for a supervisor. Jake Tyler, the supervisor, came on and asked me to give him some time. he then came back and told me that he was going to process a payment. i had to remind him that a payment had already been made, and I took a snapshot of the confirmation. I had to correct him that a payment had been made. It was only after I pointed out that the payment had bene processed that he understood. on June 24, 2024, I receive a notice that the payment had not been processed, YET it had. ***** ****, the supervisor with whom I chatted with confirmed that the payment had been made. He stated the company cannot send out a letter to the effect that the $70 had been made as it was not in their ability to do so. however, it is in their capability to send me a letter that payment had not been made. I would like to speak with someone about this entire issue. Thank you.

  Business response

  07/01/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  July 1, 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 25, 2024. I appreciate you bringing this matter to my attention.
  
  I appreciate you speaking with me regarding your written complaint. To ensure common understanding and to serve as confirmation of our conversation on June 27, 2024, we discussed your concerns regarding the payment processed in the amount of $70.00 on June 18, 2024, and the confusion caused by a subsequent letter sent to you.
  
  On June 18, 2024, a payment in the amount of $70.00 was processed via echat with one of our customer service agents. During the echat conversation you requested to speak to a supervisor. When the supervisor was added to the echat, they misunderstood the reason for your request. While Synchrony Bank is not able to speak on what exactly the supervisor was thinking at the time, a review of the echat session found it appears they were of the understanding you wanted to process a payment.
  
  As I explained to you during our conversation on June 27, 2024, because the supervisor had already begun the payment processing workflow, when you advised them you had already processed a payment, they canceled the workflow which resulted in a systemic letter being triggered. As you know, the letter advised the payment could not be processed. Rest assured, this was in reference to the second payment the supervisor was preparing to process, and not the initial payment you made with a customer service agent.
  
  We regret your dissatisfaction with our system letters. Synchrony Bank utilizes system letters for common requests. They help us expedite our operation and increase our overall efficiency and productivity.
  
  Additionally, please understand, Synchrony Bank does not manage PayPal’s online platform, however, 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. Your feedback and experience have been forwarded to the appropriate level of management for review.
  
  Furthermore, your correspondence indicates you were dissatisfied with the level of customer service you received. I sincerely regret 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.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  07/01/2024

  
  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

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lowe’s synchrony account I was charged 30.00 for a returned payment. I called and spoke to several reps. Said they could not reverse. Said I left a 0 out of my checking acccount number when filling in payment option. My complaint is. Every other institution asks for the checking account number twice. For confirmation. Synchrony only asks once. I feel this is on purpose so the percent of people that make an error get hit with a 30.00 fee. I only saw this occurred because I questioned why it didn’t deduct from my bank. If I didn’t notice it, I would have not been able to make a new payment in time and would have missed the due date. Causing another fee. I told them I saw on the bbb site another customer with exact complaint. The rep told me to file a complaint on the bbb. Which I find odd. They said they didn’t have a complaint department. the person from synchrony responded to that complaint on 6/14/2024 that they were crediting the fee as a courtesy because they see he made a payment in good faith. I would like that same courtesy. I’m sure a percentage of people who enter the account number make an error. After you enter the number it should ask to enter again for confirmation. Like all other institutions. My payment was for 235.08. They added 30.00. Total 265.08. I made a new payment from my bank on 6/23/24 for 265.08 to avoid more fees. Card ending in ****

  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 June 24, 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.
  
  On June 21, 2024, documentation was received indicating your online payment of $235.08 was returned due to an incorrect account number, resulting in a returned payment fee of $30.00. Please understand that when utilizing the online payment function, a “confirmation” is notification to the accountholder the request to process an online payment was successfully submitted. However, it is not a confirmation payment was received. Furthermore, due to the large volume of payments received, we are unable to contact customers directly when payments post.
  
  We regret you were dissatisfied with your recent experience regarding our customer service associates and account managers. Based on our review of the phone calls dated June 23, 2024, we understand that you did not receive the change in terms notification letter that was sent to you on April 10. 2024. We also understand that you do not agree with the terms of the account agreement with regards to returned payment fees. For your convenience, a copy of your account agreement and the change in terms notification letter have been enclosed.
  
  Please know that 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.
  
  At this time, we kindly request you review page four of the enclosed change in terms notification letter. The notice states that a returned payment fee will be charged for any returned payment, such as if any check, other instrument, or electronic payment authorization you provide us in payment on your account is not honored, returned unpaid or cannot be processed for any reason.
  
  This fee is equal to:
  
  1. $30, if you have not had a returned payment fee in each of the prior six billing cycles.
  
  OR
  
  2. $41, if you have had a returned payment fee in any one or more of the prior six billing cycles.
  The returned payment fee will not be more than the amount permitted by applicable law. We may represent any returned payment. A returned payment fee may be charged even if your payment is honored on a subsequent representment.
  
  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 lowes.com/eservice
  • Process payments through a customer service representative at ***** ********
  • Mail payment to Lowe’s/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 our response could not be more favorable, however, we feel we have abided by the terms of the account agreement. Should you have any further account inquiries. a customer service agent can be reached at ***** ********.
  
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure

  Customer response

  07/18/2024

  
  you are avoiding my actual complaint   That you ask for the bank number one time.  Every other institution I deal with that requires input  of the checking account number asks for it twice.  Giving the opportunity to catch an error.  I put in my account number and apparently left out a 0 .    I’m sure there are a large number of people that make an error there.   With no opportunity to check it or correct it.  I believe this is a clear money maker for the bank with forethought.   Without the best interest of the customer.  You are to share the responsibility for this type of error.    I would greatly appreciate a refund.   

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for and received CareCredit last year due to an emergency vet visit to keep my cat alive. Simply put, I had zero time to hesitate or worry about how CareCredit treats their customers. I've made payments on time every single month without fail on this card and all of my other credit accounts. However, a month ago, one month before the promotional interest rate expired, they lowered my credit line from 6k to the amount still due. I immediately emailed them and asked them to increase it to at least where the interest would be when it came due since it would put the account over limit, and I expressed concerns about this and the fees, they refused despite my positive credit payment history. They demolished my credit with this decision, and now? Yet another hit as I just got notice that ALL of the interest over the last year is now posting all at once, bringing me well over the new credit line, meaning I'll now have to pay fees on top of fees, and will now have my credit destroyed further. Never trust Carecredit, they do not live up to their name.

  Business response

  07/01/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  July 1, 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 24, 2024. I appreciate you bringing this matter to my attention. I attempted to call you on June 25, 2024 in order to discuss your account; however, I was unable to reach you.
  
  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. To review your credit limit increase, your annual income is required. You may contact us at the customer service phone number provided on your billing statement. Please be advised, your account is not subject to over limit fees.
  
  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.
  
  You opened your Synchrony Bank account on June 6, 2023. 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.
  
  In addition, on June 6, 2023, you made a purchase totaling $4,812.96. This purchase was placed on a Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of June 21, 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 August 28, 2023, you enrolled in our paperless statement 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 www.carecredit.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 $916.84 on June 21, 2024. A copy of your initial billing statement and June 2024 billing statement has been included for your reference.
  
  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 March 22, 2024, your credit limit was decreased from $6,500.00 to $2,760.00. As required, Synchrony Bank sent a letter to you advising of this decision on March 22, 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.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosures

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have received NO call from you, none. There is nothing in my call history at all.

  Also, it is deceptive to wait until the MONTH before interest comes due to lower someone's credit line BELOW what it will be when the interest comes due, and you ignored my request to increase to that amount to prevent being over limit, and no help was given. 

  Carecredit is deceptive, full stop.

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In reference to my recently closed PayPal credit account:... 2516. After the account was closed and paid off, it was removed from my digital PayPal wallet, (So I had no clue that I even had an outstanding interest balance due ,after the account had been paid off in full and closed). A paper bill was sent to a previous address which I no longer resided at. I then received a postmarked letter with the bill stating I was over 30 days late on the $4 interest payment. So a derogatory over 30-day late payment was posted to my credit report. In turned, completely ruined my credit. I have over 10 synchrony retail card accounts which I've had over 5 years and I've never made a late payment. But because that derogatory Mark was posted to my credit report all of my cards decreased my limit to just above the current balance on each card. Credit score dropped over 60 points. As stated above. I have over 10 cards with synchrony dating back to 2019 and I've never made a late payment. If synchrony would have sent the paper bill to my current address and not my previous address, I assure you I would have paid the $4 interest balance. After I paid off the closed account, it was removed from my PayPal digital wallet so I had no idea, I even had a $4 interest charge until I got the post dated letter stating so in which by the time I received the letter, I was already over 30 days late and the derogatory comment was left on my credit report. I feel like I should not be punished, when the paper bill was sent to the wrong address(my previous address) by synchrony , and by the time it got to my current address it was too late(over the 30 day late payment). I feel that this is unfair to punish me with a derogatory mark on my credit report for a $4 balance that has ruined my credit, and will be on my credit report for the next 7 years.

  Business response

  06/27/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  June 27, 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 24, 2024. I appreciate you bringing this matter to my attention.
  
  Although we have accurately reported the history of your account to the major credit bureaus, in the interest of customer service and goodwill, we have electronically requested the major credit bureaus delete the 30-day delinquency reported on September 2023. This update to your personal credit report may take up to 60 days. Please be advised, this action does not set precedent for future adjustments.
  
  We received and applied $60.00 payment on June 13, 2023, $50.00 payment on June 22, 2023 and $44.69 payment on June 22, 2023. These payments paid all but $2.74 on the account. On June 22, 2019, your account was adjusted to receive online billing statements.
  
  A statement reflecting a balance of $2.74 was generated on June 25, 2023. The requested minimum payment on the statement was $2.74, and the payment due date was July 20, 2023. We did not receive a payment in the month of July 2023; therefore, an interest fee in the amount of $2.00 was assessed to the account.
  
  A statement reflecting a balance of $4.74 was generated on July 26, 2023. The requested minimum payment on the statement was $4.74, and the payment due date was August 20, 2023. We did not receive a payment by the requested due date; therefore, an interest fee in the amount of $2.00 was assessed to the account.
  
  A statement reflecting a balance of $6.74 was generated on August 25, 2023. The requested minimum payment on the statement was $6.74, and the payment due date was September 20, 2023. We did not receive a payment by the requested due date; therefore, an interest fee in the amount of $2.00 was assessed to the account.
  
  In addition, a statement was generated on September 25, 2023. The requested minimum payment on the statement was $6.74. This minimum payment consists of the previous month’s minimum payments and the current minimum payment. The payment due date was October 20, 2023. We received the payments in the amounts of $4.00 on August 29, 2023 and $6.74 on August 29, 2023. This has resulted in a credit balance refund of $4.00, which was issued to you on January 26, 2024.
  On August 31, 2023, we received notice that the U.S. Postal Service returned your billing statement to us. At that time, a hold was placed on your account. In accordance with the terms and conditions governing your account, it is the accountholder's responsibility to send proper notification to Synchrony Bank when personal information, such as an address, changes. No change of address notification was received by Synchrony Bank. As a result, we sent all correspondence to your last known address until Synchrony Bank began to receive returned mail.
  
  Based upon your request, we have updated the mailing address on your account record on September 9, 2023.
  
  We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account.
  
  Thank you for the opportunity to respond to your concerns. If you have additional questions regarding this matter, contact me at (800) 419-5010, extension 4167077. I welcome the opportunity to assist you.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  06/28/2024

  
  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

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I had my account setup for autopay many months ago. I recently received an email from Synchrony stating that my card was going to close unless used. I decided to keep that line of credit open and decided to use it so on May 14th I made a $36.28 purchase at Walgreens. Unfortunately CareCredit has removed the ability to setup autopay and did not notify consumers of this. I was charged a late fee of $28 and subjected to an interest charge of $2. They refused to remove the interest charge but removed the late fee. I also told them about the auto payment issue and they said they cannot see auto payment for this account type. I have since requested that this account be closed due to the deceptive business practice. I find it repulsive that they removed such a feature from the app and online portal.

  Business response

  07/01/2024

  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 through the BBB.                                      

  Business response

  07/05/2024

  On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on June 20, 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 cardholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account.
  
  Although the late fees and interest charges were billed according to the terms that govern your account, in the interest of customer service and goodwill, we waived the late fees and interest charges totaling $30.00. Please be advised, this action does not set precedent for future adjustments.
  
  As of the date of this letter, your account has a credit balance in the amount 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 CareCreditSM account on December 22, 2019. 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.
  
  A late fee is charged to your account if the 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 statement, it means either the payment made was less than the minimum required or the minimum payment was not received by the statement due date.
  
  You enrolled your account online for automatic payments on January 22, 2020. However, you cancelled the autopay enrollment online on August 6, 2020. The bank account information entered on the website is entered by the cardholder. Synchrony Bank is unable to make any modifications to information entered through the website. We can only debit the bank account as instructed. In order to determine what bank account the payments are scheduled to come out of, you will need to log on to the website(mysynchrony.com) to review and update the information you have saved for your bank account information on the website
  
  A statement reflecting a balance of $36.28 was generated on May 17, 2024. The requested minimum payment on the statement was $28.00, and the payment due date was June 10, 2024. We did not receive a payment by June 10, 2024; therefore, a late fee in the amount of $28.00 and an interest charge in the sum of $2.00 were assessed to the account.
  
  A statement reflecting a balance of $66.28 was generated on June 17, 2024. The requested minimum payment on the statement was $59.00, and the payment due date was July 10, 2024. We received the payment in the amount of $36.28 on June 18, 2024, and a payment in the amount of $2.00 on June 19, 2024.
  
  Synchrony Bank reports to the credit bureaus in the following manner. When a payment is received by the due date and in the amount requested, no delinquency or negative information will be reported to the credit bureaus. If a payment goes 30 days past its due date, this information will be reported to all major credit bureaus. Therefore, no delinquencies were reported to the credit bureaus with regard to this concern.
  
  In response to your request, your CareCredit account was closed on June 18, 2024. 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.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)

  Customer response

  07/05/2024

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

  The statement provided states that I cancelled the auto payment. I reviewed all communication from Synchrony and care cared it and found no such communication. It appears to be a systematic cancellation after I completed paying off the balance on the account. I have not cancelled autopay on any of my accounts to ensure proper payments were processed. As you will find on all my Synchrony accounts or shared accounts. Interestingly enough some of my accounts show Autopay On and some don’t despite them being on. Again inconsistency and misguided practices. 
  

  I accept the rest of the response.

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 18,2024 I went to Sam's club where I did 2 transactions one for tires $705 and one for other stuff $296. When I got home I was going to order from Walmart $267. My phone rang it was synchrony credit card fraud department. They said I made 3 purchases the first for $1, then the 2nd for $1 and then the 3rd for $1 which was not true so I said no because that was not the purchases I made. They then connected me with a live person and they wanted me to verify who I was keep in mind they called me at my home who do they think they were talking to. It got worse from there I don't have cell other than for phone call they want me to send them a video and copies of my driver's license when it was all done instead of taking my word they put a hold on my credit card and I cannot order from Sam's or Walmart even if I try to use a different credit card. I guess for 10 days and the people were rude. It's really upsetting because they called me to verify incorrect amounts on my phone and I have to prove who I am when I told them what I had spent. This took 3 hours of my time and I am being treated poorly for using their service

  Business response

  06/26/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  June 26, 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 20, 2024. I appreciate you bringing this matter to my attention. 
  
  Our records indicate on June 18, 2024, three (3) pre-authorization charges from walmart.com totaling $3.00 were detected by our fraud prevention strategies as potential fraud and a fraud preventive restriction was placed on the account. A letter was sent to accountholder on June 18, 2024, notifying accountholder to contact us to verify recent activity and a fraud preventive restriction was placed on the account. For accountholder’s convenience, I have enclosed a copy of the notification letter for review. On June 18, 2024, accountholder contacted our fraud department and our identity verification process was initiated. The identity verification process was not completed and the account restriction was upheld.
  
  On June 25, 2024 our fraud department spoke with accountholder and successfully completed our identity verification process. Upon completion of our identity verification process, the account restriction was removed.
  
  We value your business and appreciate your patronage. Synchrony Bank has many advanced strategies and methods in place to protect our customers against fraudulent activity. We continually monitor credit accounts in order to prevent fraud and as a consumer you have zero fraud liability. Synchrony Bank recognizes that our customers are our business and we constantly strive to offer the highest level of customer service possible.
  
  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 
  
  

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: the fact that they are missing is it could have been resolved on June 18th when I first talked to them, and they sent the first letter, ( the one that I sent photo of) but it wasn't and when I called back people were rude. They don't realize not everyone has a cell phone or tablet to take videos and pictures. It is crazy that their emails don't work on a regular computer you have to use a cell phone or tablet.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The bank never notified of my promotion expiration on my credit card and they charged $293.19 on Nov. 24th, 2023. I requested them to waive it as it was my first time to get that interest and I've been a loyal customer paying the bill on time every month for a long time. They refused to waive or even reduce it. They also charged me additional interedt $19.90 on Dec. 26th, 2023 and $19.78 on Jan. 26th, 2024. I am very upset and disappointed. So I had to pay off the balance to avoid further interest charges and closed the account immediately.

  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. I appreciate you bringing this matter to my attention.
  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 August 3,2022, 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 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.
  A purchase was made on November 22,2022 for $1,136.26.This purchase was placed on a Deferred Interest/No Interest If Paid In Full with a promotional expiration date of November 24,2023 .Payment in full was not received for the promotional purchase, As a result, your account incurred deferred interest charges, in the amount of $293.19 were assessed in accordance with the terms of the account. have enclosed a copy of terms for your records and review.
  Your account is important to us, and it is our goal to serve our customers in a timely and satisfactory manner. We regret any dissatisfaction you have experienced regarding this account; however, as per your request the account was closed on June 19,2024 and has a zero balance. We have complied with the terms of the account. Your request for interest charges to be credited back to your account has been denied."
  Thank you for the opportunity to respond to your concerns.
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  Enclosures
  
  

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because I was not notified of the promotion date expiration coming near and have not received monthly bill statements. I set up an auto-pay online to pay the minimum every month on time. It was my first time to get charged with such a large interest charge without notifying me since I never received their. notice or billing statements. I have been their customer for a long time and it was my first time to get charged with a high interest. So I asked them to waive it as one time courtesy but they still refused to waive it. All other credit card companies have waived my interest charge as one time courtesy since I have been their customer for a long time. I am very disappointed with Synchrony Bank for their very poor services and that s why I immediately closed my Pep Boys credit card to avoid any further additional fees. Is there a manager I could file a complaint with regarding the high interest charge? I will be satisfied only if they could waive or reduce the interest charge.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 31 Jan 2024, i had sent in via fax to Synchrony Bank required documentation to apply the Servicemember Civil Relief Act (SCRA) benefits with the Ohio Provision to my account. I had received notice via email on 1 Feb 2024 that the bank had received my documentation. Since then i have had no further notice or updates to know if my SCRA benefits had been applied. i had recently been calling Synchrony's help line to try and get a update for the SCRA application. i was informed that the benefits were applied to my account but when i asked about the retroactive credit reduction and the credit due back to me i have been given the run around. i have been given fax number to send in questions to that do not work. i have been told that i cannot contact their SCRA department to try and clear up any confusion. i was also once given a number to Lowes when told that it was the SCRA departments direct number. this bank will not help me resolve the issue at hand. they keep saying it will take 1 to 2 payment cycles for me to see the credit but they will not tell me when the SCRA benefits had been applied so i have no clue when the 1 to 2 payment cycles begin.

  Business response

  07/09/2024

  
  
  
  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  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 20th ,2024. I appreciate you bringing this matter to my attention.
  
  We sincerely regret if you were given incorrect information regarding the SCRA Customer service phone number. 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.
  
  We have received your enrollment request for benefits under the Servicemember's Civil Relief Act (SCRA). We are dedicated to supporting our members of the military and are pleased to let you know that your account will receive benefits under the SCRA and Synchrony Bank policies. The SCRA Verbal request was enrolled dated January 31st,2024
  
  
  To ensure you receive all applicable benefits, you will need to send us a copy of the military orders calling the servicemember to military service (or any orders further extending military service), until we receive the documentation we have provisionally reduced the rate of interest on your account to 0% per annum and suppressed fees. The documentation should include the military service start date and end date (if available)
  
  
  The detailed letter was mailed to you dated January 31,2024. We understand you did inform the customer service representative that mailed all the documents, verified the account we are sorry to inform you that did not receive the documents yet.
  Request you to provide the information of the documents so that can verify the active-duty date and credits are issued on accounts after 1-2 billing cycles. Enclosed the letter for your reference.
  
  Thank you for being a valued customer of RHEEM/KWIK COMFORT/SYNCHRONY BANK and Synchrony Bank. We thank you and your family for your service to our country and hope these benefits provide you with added peace of mind during this time.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  ***** *********

  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  07/17/2024

  
  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.
  

  While i accept this response i am still not happy with your companies business practices with their customers. I had called many times and confirmed each time that your SCRA team had all the requested documentation. Even after receiving the letter in the mail i had called to confirm your team had to documents. I spoke with a manager today ( 17 July 2024 at 5:52 est) i will fax in the documentation again in the coming weeks. And call again to confirm you have the documents. Please provide me a number to the SCRA department so i can confirm directly with them.
  
  
  ***** ********

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Synchrony bank is clearly issuing a promotion that is intentionally designed with the hope that customers will forget that they will be buried in interest if they do not pay off the balance by a certain date. I used synchrony per recommendation by my dentist to pay for a dental service that was roughly $4,000. The promotion is that customers will have interest free credit through the first 24 months, but if the balance is not paid off before 24 months, then the customer will actually incur the interest from the full two years. What this means for me is that I incurred over $2100 of interest when the promotion expired. For context, I signed the paperwork that apparently stated this while quickly checking out after my dental appointment and was not fully aware of how the promotion worked. More importantly, Synchrony makes it intentionally difficult to notice this impending deadline and does very little to notify or remind the customer. Legally, they fall back on the fact that there is a warning in the last two statements before the deadline. 1. Something this important should not be held onto until the final two statements. It should be made very clear each month. 2. Seeing the actual statement requires you to log into the website, go to your activity and then pull up the statement. Most people are not going to open these statements when they have automated payments set up and assume everything is fine. Like many others, I opted out of paper statements because I didn't want the constant mail. 3. Synchrony has automated emails each month notifying the customer of their current balance and the amount due for this month, but they intentionally leave out warnings about the promotional period ending. This is where a warning should be surfaced, as email is going to be the first place where a lot of people are looking. Of course I tried to call and resolve it, but the account manager fell back on the fact that the warning was in each statement. It's legal but shady.

  Business response

  07/03/2024

  July 3, 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 18, 2024. I appreciate you bringing this matter to my attention.
  
  The address on your account does not match the address on your inquiry. Please contact our customer service department to update the address on file at (866) 893-7864. 
  
  Your payment of $3,028.88 was received on June 24, 2024, 46 days after the promotional expiration date of May 9, 2024; therefore, deferred interest charges in the amount of $2,189.24 were assessed in accordance with the promotional terms of the purchase. However, we understand you made a good faith effort to pay your account in full by the promotional expiration date. In the interest of customer service and goodwill, I have waived interest charges totaling $2,189.25 and additional interest charges of $87.63; thus, creating a credit balance in the amount of $2,276.88. This amount will be sent to you as a refund check. This check will be sent under separate cover and should arrive in seven to ten business days.  
  
  You applied and were approved for a CareCreditSM account on May 4, 2022 with a credit limit of $4,200.00. Subsequently, on May 5, 2022, you made a purchase totaling $4,190.00. This purchase was placed on a Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of May 9, 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 June 1, 2022, you registered your account online and enrolled in our paperless statement 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 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 $2,189.25.
  
  I sincerely regret any dissatisfaction this matter may have caused you. Your concerns are important to us, and we strive to serve our customers in a timely and satisfactory manner.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

  Customer response

  07/07/2024

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

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