ComplaintsforSynchrony

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Your responses to PAYPAL CREDIT SYNCHRONY BANK June 17, 2024 at 3:56:02 PM EDT You provided additional info. This is way over due.. I've called you and had someone on the line from the bank.. I need this disputed and my money back and cancellation of this entire order and credit asap. I'm opening a BBB and going to Corporate PAY Pal for this negligence. June 6, 2024 at 12:37:59 PM EDT You provided additional info. This shows you that the order was placed 4/30. 2nd shot shows you their shipping timing which I've highlighted for the USA. Processing time shows also. This is all on their website, so please make them cancel this order. It is a fraud and if I do receive it with broken pieces etc.. like all the reviews show, I will have to go to the BBB and escalate the payment refund.

  Business response

  06/28/2024

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  June 28, 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.
  
  We are pleased to inform you your dispute involving the purchase made on April 30, 3024, in the amount of $286.29, has been resolved in your favor. A credit was applied to your account as of June 24, 2024 for the amount of $286.29. A letter was sent on June 24, 2024, advising of the decision. We have attached a copy of the letter for your review.
  
  This will be reflected on your July 2024 billing statement. Please refer to your next billing statement for your balance and payment due date.
  
  Additionally, please note that at no other time did we receive a dispute notice prior to the letter to the BBB.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to explain a disputed charge was not handled correctly and the stupid idiots kept on stating I have no balance on my account, however AMAZON is coming after me for a fraudulent charge due to the dispute was not handled correctly. Tried and tried to explain this but they don't listen

  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 18, 2024. I appreciate you bringing this matter to my attention.
  
  A review of your account shows that on April 19, 2024, a fraud claim was started regarding a charge of $486.04, made on April 3, 2024. Additionally, we processed a lost/stolen on the initial card in order prevent any further fraud. We issued a new card with a new number on April 19, 2024.
  
  On June 11, 2024, the fraud claim was approved in your favor and a credit of $486.04 was refunded to the old account number, with the fraud claim. A letter was sent advising of the outcome, we have attached a copy of the letter for your review.
  
  Please note that when returning an item to Amazon, you are asked how you would like to receive your refund. You will be given two options: 1.) "Refund to your Amazon account balance;" 2.) "Refund to your original payment method." Unless you have selected to "Refund to your original payment method," you may have selected to receive the refund to your Amazon account balance. If this is the case, the refund was applied to the gift card balance on your Amazon account. You can view your Amazon Gift Card balance on www.amazon.com by first selecting the drop down arrow next to "Accounts & Lists" and then selecting "Gift Cards." You may also find this information on your mobile device via the Amazon app by selecting "Account" and then selecting "Manage gift card balance" under the "Payments" section.
  
  We have reviewed the new account and found that the balance on the account is correct. Synchrony Bank takes fraud seriously and we regret any inconvenience you have experienced.
  
  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

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I opened a Carecredit account in October 2022. The terms of that account offered me a 0% promotional rate for a period of time. That promotional rate ended on May 17, 2024. I did not see the notation that the promotional rate had ended, and all of the deferred interest was applied, essentially wiping out all the progress I had made on paying down the balance. Importantly, while Synchrony's monthly email to me noted the balance owed and the monthly payment I owed, it did NOT note that the promotional rate was ending, instead burying it in a PDF of the statement that you had to log onto the website to see. I called Synchrony on 6/17 to discuss the matter. There was a 30-day grace period in which to call Synchrony and dispute the application of the deferred interest. I assumed that 6/17 still fell within the grace period, but was told that it did not. Even assuming that to be the case (meaning I was literally one day late), I asked Synchrony to use their discretion and waive the deferred interest; they refused, instead laughably citing that waiving the interest for me could be considered "discrimination." Synchrony's practices here are rapacious. As an attorney, I understand that technically what Carecredit has done may be within the letter of the contract. But Carecredit should not be permitted to slyly end a promotional rate without alerting customers to the fact and then refuse to work with customers who are attempting to address the issue in good faith.

  Business response

  06/28/2024

  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 18, 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. Additionally, all our customers are treated equally with respect to the handling of their accounts. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account. However, we have abided by the terms of the account.
  
  Although the interest charges were billed according to the terms that govern your account, in the interest of customer service and goodwill, we have agreed to waived the interest charges totaling $4,530.52 since you paid off the remaining promotional balance. Please be advised, this action does not set precedent for future adjustments.
  
  After this adjustment, the account reflects a credit balance in the amount of $4,530.52. As part of our normal course of business, credit balances may be applied toward future purchases or they will automatically be sent to an accountholder after two billing cycles have elapsed without use.
  
  In your inquiry, you expressed dissatisfaction regarding a conversation that took place between one of our associates and yourself. In an effort to provide feedback to the associate in question, we retrieved the recorded telephone conversations. After reviewing your phone calls on June 17, 2024, we do not feel that any unprofessional behavior occurred, as referred to in your inquiry.
  
  You opened your CareCreditSM account on October 20, 2022. 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. With your acceptance of these terms, you accepted the responsibility of monitoring this account and ensuring payments were made in a timely fashion. For your convenience, we have enclosed a copy of the terms and conditions.
  
  Synchrony Bank strives to provide our customers with billing statement delivery options to best fit their needs. Customers may choose to receive their billing statements through regular mail, via regular mail and electronic, and electronic only. While it is Synchrony Bank’s responsibility to send accountholders billing statements each month, whether by mail or online, it is the accountholder’s responsibility to review billing statements and contact our customer service department with questions regarding their account.
  
  Subsequently, on October 20, 2022, you made a purchase totaling $10,287.00. This purchase was placed on a Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of May 17, 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 December 8, 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, the promotional expiration date, as well as a Promotional Expiration Notification, which states “ You must pay each promotional balance in full by its expiration date to avoid paying deferred interest charges. Please see the promotional purchase summary section on this statement for further details. You have a promotion(s) expiring on 05/17/24.” 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 $4,308.36.
  
  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

  
  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.  Specifically, Synchrony has agreed to refund me the interest after two billing cycles. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  june 16, 2024 account was closed even though account was in good standing and paid as agreed. I pay on time as per the agreed terms

  Business response

  06/29/2024

  June 29, 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.
  
  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 June 16, 2024, your account was closed. Synchrony Bank sent a letter to you advising of this decision. The specific reason(s) for the action were articulated in the letter. While you have a satisfactory payment history with Synchrony Bank, Synchrony Bank does not base our decisions solely on the payment history on accounts that a consumer has with us.  Please be assured Synchrony Bank based this decision on an overview of your personal credit report.
  
  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 modify this trade line on your personal credit history has been respectfully declined.
  
  Thank you for the opportunity to respond to your concerns.
  
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  My credit report for the month of June is over 600 and according to you all the report you used was may 2024. Also there is no clear way to pay the balance of my debt to you. Also I want clear correspondence from you that I can pay the remaining debt and that it will be reported to credit report as paid as agreed and in good standing as long as I continue to make payments on time.
  Sincerely,
  
  ***** ********

  Business response

  07/12/2024

  
  
  
  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  July 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 July 1, 2024. I appreciate you bringing this matter to my attention.
  
  We previously responded to your complaint on June 29, 2024. After a review of your concerns regarding the account closure, Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response.
  
  In your correspondence, you requested Synchrony Bank provide you with the specific items within your credit file which led to our decision. We use 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. Synchrony Bank is not a credit bureau agency, and we are unable to pinpoint the specific items on your credit file which led to your score. However, the letter we provided you with the closure notice did provide you with specific reasons for our decision.  A copy of which is enclosed.
  
  If you have not already done so, we suggest you contact TransUnion to obtain a copy of your credit file. In the event you do not agree with the information the credit bureau has provided, we urge you to 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.
  
  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. This information remains on the report unless it was a valid error that caused the negative reporting. 
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure

  Customer response

  07/15/2024

  
  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

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 13 I called Synchrony Bank, which handles Lowes credit card services, due to recent interest charges of around 250 dollars on a $582 water heater I purchased in August of 2023. My account was good, as is my credit rating, but the customer service rep explained that this was their policy. Apparently Lowe’s had lied to me and I hadn’t read the really fine fine-print, but if I gave Synchrony a check for $387.12, over the phone during that call, the water heater would be paid off completely. No more charges, nor more $25 monthly interest payments. When the check cleared I noticed a discrepancy in my balance and spoke with supervisor, ********, who agreed that I was told $387.12 would pay off the item, but then in a dismissive tone, laughed it off saying, “you were lied to”. I had many more payments to make on that $582 water heater, each with a monthly interest payment of around $25. As I research this situation I find there are many victims out there just like me who were fooled by Lowe’s deceptive sales staff and scammed by Synchrony’s devious business practices, and most disturbing, then mocked and dismissed by supervisors who think it’s funny that we were duped into handing over $387.12 by their “lying” staff. Synchrony needs to keep their agreements with me--as well as the many other customers who are being scammed daily by their fuzzy accounting and deceptive business practices--practices their own staff admit to. ******* ******

  Business response

  07/02/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  
  July 2, 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 17, 2024. I appreciate you bringing this matter to my attention.
  
  As a valued customer, your concerns are very important to us. Although interest charges were assessed in accordance with the enclosed terms and conditions of your Lowe’s® Advantage Card/MyLowe’s Rewards Credit Card account, in the interest of customer service and goodwill, I have issued a credit for interest charges totaling $228.82. These credits will be illustrated on your July 2024 monthly billing statement.
  
  Additionally, I have relocated the credits and payments to pay off the non-promotional balances from the expired Reg Def Interest/With Pay promotions that, expired on March 17, 2024. The remaining balance of $631.62 is on the Equal Pay/No Interest promotion. These adjustments will also be illustrated on the July 2024 monthly billing statement.
  
  In your complaint, you explained that you made a purchase for a water heater totaling $582.12. You intended to pay off the promotional balance with a payment totaling $387.12, on June 13, 2024, based on a conversation you had with customer service. However, you expressed concern this expired promotional balance remained on your account, causing interest charges to be billed.
  
  You applied and were approved for the Lowe’s Advantage Card/MyLowe’s Rewards Credit Card account on October 11, 2022. Subsequently, on the same date, you made a purchase totaling $1,787.95. This purchase was placed on an Equal Pay/No Interest promotion.
  
  On August 17, 2023, two purchases posted to your account, each for a water heater, and each totaling $582.12. These two purchases were placed on Reg Deferred Interest/With Pay promotions. A credit posted to the account from the merchant on the same date, for one of the purchases totaling $582.12; however, this credit was applied to the Equal Pay/No Interest promotion. This left two Reg Deferred Interest/With Pay promotions on your account with promotional expiration dates of March 17, 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 December 26, 2023, you registered your account online and enrolled in our paperless statement program to receive paperless billing statements. Each month, we send an email to you advising your billing statement is available for viewing and to log in at www.lowes.com/eservice 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 purchases by the promotional expiration date. As a result, your account incurred deferred interest charges, in the amount of $155.86. However, as indicated on page one, these interest charges were credited, and we reallocated the credit from the merchant and your payments to pay off this portion of  your balance. I have enclosed the September 2023 and March 2024 monthly billing statements, and an account summary.
  
  The method in which we apply payments and/or credits was disclosed in the terms and conditions that govern your account. In addition to the copy of the terms and conditions you received at the time of application, a copy was sent to you with your credit card. The clause states the following:  
  
  “Payment Allocation. We will apply the required total minimum payment to balances on your account using any method we choose. Any payment you make in excess of the required total minimum payment will be applied to higher APR balances before lower APR balances. Applicable law may require or permit us to apply excess payments in a different manner in certain situations, such as when your account has a certain type of special promotion.”
  
  If you have two separate promotional purchases in the future and would like to request payments or credits be reallocated to be applied to a specific balance on your account, please consider contacting customer service at (800) 444-1408. You may also request payment allocation online at the website www.lowes.com/eservice.
  
  We were unable to locate the telephone call described in your complaint from June 13, 2024. I sincerely regret any inconvenience or frustration this matter may have caused you. Thank you for taking the time to bring your concerns to our attention. By receiving feedback from our customers, we are able to address specific issues and improve our service quality.
  
  We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. 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

  07/08/2024

  My response is enclosed.

  Thank you for your help.  I appreciate it.

  ******* ******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel room that was unsafe & unfit for guests, I provided pictures of the room as well as over 100 online reviews attesting to the unfitness of the hotel. I have tried filing complaints with the hotel, the hotel corporate office and my credit card. Synchrony bank is not protecting me as a consumer, I was falsely led to believe that I was booking a room that fell under the umbrella of Choice Hotels claim "to provide high quality, high value lodging to travelers." Synchrony is not protecting me as a consumer. I have provided pictures and on line reviews backing up my legitimate claim. I have tried filing my complaint with Synchrony over four times only to be met with auto generated responses. I want a full refund based on falsely, fraudulent advertising and unsafe accommodations.

  Business response

  06/28/2024

  June 28, 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 17, 2024. I appreciate you bringing this matter to my attention.
  
  We are pleased to inform you your dispute involving the purchase made on December 21, 2023, in the amount of $552.47, has been resolved in your favor. A credit was applied to your account as of June 25, 2024 for the amount of $552.47. This will be reflected on your July 2024 billing statement. Please refer to your next billing statement for your balance and payment due date.
  
  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

  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 8 credit cards open with synchrony for over 3 years. Had roughly 50k in available credit. Was using about 5k worth of that credit. Had 3 straight years of perfect payment history, perfect credit usage, zero derogatory remarks. My score had gotten up to 770 and I mostly use my credit to boost my score, I never lean on credit for budget. Anyways on the 6th they auto closed ALL 8 of the cards with zero heads up, no authorization. I called and they said “our system does potential danger of failure to pay checks” and that I was flagged and shut down. How is that even right? I know just lost my average credit age(dropped my score) and closure of 8 accounts (dropped it even farther) and then the reduction in my overall availability of credit (dropped my score) in the last week since all of this has happened my score has plummeted from 777 to 700. How was I a danger of non payment if I had perfect credit for 3 years. I’m so upset, I’ve worked extremely hard to get and maintain my credit score. I called synchrony but I can only get ahold of each individual cards servicing department. I was treated like I was full of it and that I probably had my accounts maxed and couldn’t pay. Was told that the “digital systems algorithm” cannot be reversed. So I ask you, how, on gods green earth does a picture perfect credit file, and an extremely financially responsible person end up booted and completely injured from this. I want my credit back, and I want my credit score back where it was. I have never in all of my life even heard about a company doing this. Why am I the only one that looses in this situation and I never even had 1 late payment. I’m willing to submit every statement, my credit file, and every single bill from that company to prove my responsibility and accuracy in this matter. Good people doing what they’re supposed to be doing shouldn’t be suffering because of some big cooperations inability to conduct proper business. Credit report corrected Credit restored

  Business response

  07/10/2024

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  July 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 June 17, 2024. I appreciate you bringing this matter to my attention.
  
  I sincerely regret any inconvenience or frustration this matter may have caused you. You are important to us, and we make every effort to serve our customers in a timely and satisfactory manner. Let me assure you, Synchrony Bank expects the highest professional standards from our representatives. Thank you for taking the time to bring your concerns to our attention. By receiving feedback from our customers, we are able to address specific issues and improve our service quality.
  
  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 June 6,2024, your Synchrony Home, Score Rewards Mastercard, PayPal Credit, CareCredit Rewards MasterCard, Amazon Store Card , Belk Rewards Mastercard, Lowes Consumer accounts were closed. Synchrony Bank sent a letter 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.
  
  While this decision is final and will not change, if you require any additional assistance, please feel free to contact me directly at (800) 419-5010 extension 416-7127.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  

  Customer response

  07/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: you guys state that you base it off my credit report. I’ve never missed a payment or had a late one with any of my synchrony accounts or any other current credit either. I have over a 700 score, had 80k roughly available through you guys and was utilizing less than 10%. And I make 130k a year . Your system and the way you guys algorithm your accounts just hurt my credit, but it lost your company a lot of interest. As well as business. I have 7 other credit cards through real banking institutions and they’re all still open. Congrats on being a terrible place of business. I’ll tell anyone with 2 ears and a brain that synchrony is a joke.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Synchrony bank lowered my limit. I was not notified until it was already done, resulting in my account seemingly over the limit. I incurred late and over the limit fees as well as my credit score being lowered

  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 17, 2024. I appreciate you bringing this matter to my attention.
  
  It is our policy to communicate various changes made to your account. The request for your previous credit limit to be reinstated has been respectfully declined.
  
  Synchrony Bank's evaluation of an account is made utilizing a sound credit scoring system. We periodically evaluate our consumer accounts. The evaluations include reviews of account information and consumer credit bureau information. Based upon this evaluation, and in accordance with the terms and conditions of the account, Synchrony Bank may decide to change the credit limit on the account.
  
  On June 14, 2024, your credit limit was decreased from $400 to $250. As required, Synchrony Bank sent a letter to you advising of this decision on June 14, 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.
  
  Synchrony Bank does not charge over-the-limit fees. However, 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 the statement, it means either the payment made was less than the minimum required or the minimum payment was not received by the payment due date shown on the billing statement. The late payment fee will post to the non-promotional balance; therefore, a minimum interest charge will be assessed against the late payment fee.
  
  The minimum monthly payment was not received on or before the payment due date. As a result, a late payment fee was added to your account balance on June 8, 2024.
  
  The late fee of $29.00 assessed to your account was billed in compliance with the terms and conditions that govern your account. In the spirit of customer service and goodwill, I have waived late fees totaling $29.00. This brings your account balance to $71.00.
  
  The credit limit reflected on your account is correct and is accurately reporting to the credit bureaus. We are obligated under the Fair Credit Reporting Act (FCRA) to provide truthful and accurate information to all credit bureaus. Updates are made if a valid error caused the negative reporting. Since we abided by the terms of your account, we must respectfully decline your request to delete the negative information listed on your credit report.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure 

  Customer response

  07/02/2024

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a $3,000+ payment to pay off my balance ahead of a few major purchases. At the point of sale, the charges have been declined. I called to find out why I am unable to make these purchases which do not exceed my credit line and was told that my payment is on hold. I made the payment on June 11 and it was sent by my bank. Synchrony/PayPal Mastercard will not release it until June 26. If I had known my payment would be held, I would have kept the money in my bank account and paid the balance when I had some more liquidity.

  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 17, 2024. I appreciate you bringing this matter to my attention.
  
  You opened your PayPal Cashback Mastercard® account on January 30, 2024. By signing the application, whether written, verbally, or electronically, you indicated you understood the terms and conditions of the account; this information was included with the application. A copy is enclosed for your convenience.
  
  All payments we receive are applied to the respective account when they are received. However, the payment may not immediately be included in the account’s available credit. A customer’s payment could later be returned unpaid for multiple reasons, including but not limited to a stop or unauthorized payment. Additionally, all our customers are treated equally with respect to the handling of their accounts.
   
  Please be further advised, this policy was disclosed in the terms and conditions that govern the account. The clause referring to payments is under “When Payments Are Due” and states the following: “We may delay making credit available on your account in the amount of your payment even though we will credit your payment when we receive it.”
  
  We received your payment in the amount of $3,213.36 on June 10, 2024, and posted it to your account with a payment date of June 10, 2024. The full available credit for this payment was updated for this payment on June 26, 2024. For future reference, if you make a payment and would like Synchrony Bank to restore your available credit prior to the typical time frame, we respectfully request you mail or fax proof the payment has cleared.
  
  In closing, we would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws. Your account is also very important to us, and we strive to serve our customers in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account. However, we firmly believe we have abided by the terms of the account.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure 

  Customer response

  07/09/2024

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

  When I contacted Synchrony regarding the payment, I verified it had cleared my bank and offered to send verification but was told it would not help -- I still needed to wait. This was a personal emergency for me as I was traveling to move my mother from hospital to home and wanted to ensure I would have enough available to me if needed.  

  There is nothing that can be done to resolve this case for me. I would ask that customer service representatives be reminded that the policy includes a proof-of-payment clause. I would not use it in a normal circumstance, but this emergency was not normal and it was never offered to me.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is regarding Synchrony Bank and the $1.99 charge for receiving a paper statement. I’ve attempted numerous times to go on line only to receive a message that the system is not working at this time. If you call (45 minutes later) you’re sent to another link that doesn’t give you an option and ther IT insists this is The only way to get rid of paper statements. What if you didn’t t have a computer or cell phone? No answer given.

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