Business Profile

Credit Cards and Plans

Synchrony

Headquarters

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Important information

Customer Complaint:
Synchrony has requested that before filing a complaint with your BBB, consumers should visit the company's "Contact Us" web page:
https://www.synchrony.com/contact-us.html

In addition, please understand you may file a complaint with your BBB at any time during this process. It is Synchrony's hope to resolve the matter in an expedient manner.

Complaints

This profile includes complaints for Synchrony's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,976 total complaints in the last 3 years.
2,979 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/24/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my bill on August 19. It was actually August 18 but for some reason their system is saying it was the 19th. Today is August 25 they stay on their website that you will receive your credit within 24 to 48 hours. This is always been the case and I’ve come to expect that when I pay off my card the funds are available within 2 to 4 days. I paid my bill knowing that I had a sick cat that had to be seen at the vet. I had intended to use my care credit card because I know I had paid the bill. I called them and they said they have a problem with their payment processor and they have not received anyone’s payment info. I pointed out to them that I could see it listed on their website. They told me that the computer glitch caused this they are aware of the problem but they don’t know when the money will be available. They have nothing in their terms of service that says conditions apply. If you state that you will have the funds available within 24 to 48 hours you need to abide by that. Care credit is used for medical emergencies and more often at least for animal emergencies. I am going to have to euthanize my cat because they did not credit my account like they were supposed to. I wish to hold them 100% accountable for their delayed actions and doing what they agreed to do in their own terms and conditions. I called them and asked them to give me the $100 credit to my account they would not do it and they said there was nothing they could do. If my payment did not come to them on time they certainly would’ve charged me fees so I intend to charge them fees. They cannot do that it’s involves the lives of other living beings. Consumers hold up their end of the bargain by paying their bills on time. You as a business, should be held accountable when you make mistakes. You could have very easily sent out emails to those who made payments that didn’t get processed.
Business Response
Date: 09/01/2022
Customer Service
** *** ****** ********* ******** ** **********

September 1, 2022

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 25, 2022. I appreciate you bringing this matter to my attention.

We apologize for any frustration or inconvenience you have experienced regarding the recent payment on your account. We're aware that the payment you scheduled for August 19, 2022 did not appear in your account. On August 23, 2022, our technical team worked on a solution and your payment posted within 24-48 hours, with the date of the original payment. Any fees assessed because of this payment issue will be automatically removed. You are not required to take any action, and this problem will not have a negative impact on your account. Thank you for your patience and understanding.

Please be advised, we reversed the $100.00 payment and mailed you a refund check per your request on August 25, 2022. No further credit is warranted.

Thank you for the opportunity to respond to your concerns.
Initial Complaint
Date:08/24/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had a Synchrony Bank Lenscrafters card for years that was always in good standing. I received a letter dated 8-22-2022 that the account was being summarily closed without prior notice to me citing several alleged issues on my credit report. The same credit report was used to APPROVE A SYNCHRONY DUMP FURNITURE CREDIT CARD FOR a $2500 limit. The Lenscrafters card was only for $1000 limit. I also have a Care Credit Card in good standing for a $2500 limit and received an email from Synchrony lauding my ontime payments. I use the Lenscrafters card every 2 years or so when I need new glasses and will be needing new glasses next month. It is unacceptable to summarily close an account in good standing based on alleged credit report when the same credit report was used by Synchrony to approve other credit cards. I called today and was rudely informed that the card could not be reopened which I am not requesting. However, the erratic practices of this bank should be reviewed for a customer in good standing of many years.
Business Response
Date: 09/01/2022
** *** ******
********* ******** ** **********

September 1, 2022

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 24, 2022. I appreciate you bringing this matter to my attention.

We understand the closing of your account might be upsetting or inconvenient for you, and we regret we had to take this action. 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 and/or account information. 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 close your LensCrafters®account. As a result, on August 22, 2022 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 effective August 11, 2022.

On June 10, 2022, you applied for The Dump/Synchrony Bank credit card account. Based on information contained within your TransUnion credit file effective June 10, 2022, we established this account for you with a credit limit of $2,600.00.

Synchrony Bank is the creditor for various clients. Within our agreement with each client a scoring threshold is established for approval of credit applications and management of credit lines. While a consumer’s generated score, as described above, may fall within the approval guidelines for one client, it may not meet lending requirements for another client.

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; for more information on how credit scores are calculated, and which factors may affect your score, go to www.annualcreditreport.com.
We regret you were dissatisfied with your recent experience regarding one of our associates. Synchrony Bank expects the highest professional standards from our representatives. Thank you for taking the time to bring your concerns to our attention. By receiving feedback from our customers, we are able to address specific issues and improve our service quality.

Thank you for the opportunity to respond to your concerns.
Customer Answer
Date: 09/01/2022

Complaint: ********

I am rejecting this response because this is a canned response and feigned defense by Synchrony Bank who approved a Dump Credit card in the overlapping time frame that they closed the Lenscrafters Synchrony Bank card.
Synchrony is alleging that they closed the card a few days later based on a credit report when it is a know fact that all credit reporting agencies do not change their scoring from day to day. The Lenscrafters card was always
in good standing, never late payments, and had a zero balance. Closing the card affects my credit rating greatly because of the time the card was in effect, and was one of my longest established cards. There was no reason to close the card and Synchrony is concealing the fact that the card was closed because it had not been used, ie, they don't make money on interest on a zero balance card or one that is not used that often. That is why they closed the card.
It is disingenuous to claim that the Transunion report was used as a reason, when the same Transunion report supported the opening of the Dump card. In addition, I have a Care Credit card with Synchrony Bank in good standing with a high limit and that card was not an issue for Synchrony as I used it more often.
Synchrony Bank has unfair and erratic closure of this account and most likely others where they assess whether substantial interest can be made or not. Most like, one incompetent agent reviewed the Lenscrafters account with no activity and made the rogue decision to close the card, and the imbecile did not check the other Synchrony cards in good standing.
I contacted Lenscrefters and was referred to Luxottica but they only can address consumer issues as purchase of glasses. I alerted them that I would not request or apply for a new Lenscrafter Synchrony Bank card and purchase my next pair of glasses (in the next few months) elsewhere.

Sincerely,

********* ******
Initial Complaint
Date:08/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have upgraded two bathrooms in our house using Lowe's sub-contractor. The contract states clearly that work has be completed before any payment is due. Contractor submitted full contract charges to my Synchrony credit card way before the work was completed. I called Synchrony to reverse the charges made on 5/31/22. They said I have to resolve it with vendor, So, I went back to Vendor and they agreed to complete the work and give us the credit that was due to us. The work was finally completed last week. So I went back to Synchrony and told them we have resolved the issue with the vendor and asked to reverse the interest charges they made to my account as the vendor charges were made too early resulting to interest charges. They flatly denied to reverse the charges. In order to prevent further interest charges (at 26% rate), I got forced to pay the entire balance including the interest charges. The total interest charged was $2,108.63, $1,067.24 on 7/22/22 and $1,041.39 on 8/22/22. Please see attached credit card statements for July and August. I would like you to help me to recover this wrong and unfairly interest charge. Sincerely, ******* *********
Business Response
Date: 09/12/2022
Customer Service
** *** ******
********* ******** ** **********

September 12, 2022

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 25, 2022. I appreciate you bringing this matter to my attention.

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. We respectively must decline your request for compensation of interest charges, as no adjustments are warranted.

Please be advised, Special order items may be charged at the time the order is placed rather than when it is delivered. Merchants may require payment in order to place an order for merchandise. These items are made to order and can take 6-8 weeks to be completed. Payments are still due according to the credit terms. Please contact the store for questions in regard to their payment requirements.

I would like to address your concerns regarding interest charges. Interest charges on your revolving account are based on the outstanding balance for each billing period.

For your convenience, a detailed description of the method used for calculating interest charges is located on the back of your billing statement. Interest charge calculation may vary based on promotional purchases. I have enclosed a copy of your most recent billing statement for your review.

Thank you for the opportunity to respond to your concerns.

Sincerely,

***** *****
Senior Specialist, Corporate Consumer Relations
Synchrony Bank
Customer Answer
Date: 09/13/2022

Complaint: ********

I am rejecting this response because: Their response has absolutely nothing to do with my complaint. Their response sounds like a response they give to everyone regardless of the complaint. I was not challenging the calculation of the interest. I was challenging the timing of the charge by Lowe's which triggered the interest charge. This is the same response I got from them when I called them. They do not listen to you and repeat the same line like they are looking at a text. I do appreciate you trying to resolve this, but it is very clear to me that they are not. I no longer want to waist your time and my time on this matter. However, this experience has caused such a negative impression of Lowe's/Synchrony in me that I will never do business with either one of them and I will be very vocal about it.

Sincerely,
A very unhappy customer
******* *********
Initial Complaint
Date:08/24/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item that was financed by Synchrony. The first bill was rec'd in June and the pmt was not due until July 14. I paid the bill June 29th., ahead of time so that all bills would not be due the first of the mo.. The bill was August 14, I paid it July 21.. I thought I was ahead of things. August 14, I received a text courtesy message advising a pmt was due. I checked my bank stmt both pmts were showing paid. I called Synchrony Bank spoke to ****** he tried to exp. because pmts were not paid by the posting date I was also charged a LATE FEE. I was advised to not make pmts until the 23rd of the month?? Pmts are due the 14th of the mo...Im so confused with this kind of bill cycle. Not only that, they notified the credit bureau that I was late.
Business Response
Date: 09/09/2022
Customer Service
PO Box ******
********* ******** ** **********

September 9, 2022

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 25, 2022. I appreciate you bringing this matter to my attention.
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. No derogatory information has been reported to the credit bureau with regard to this matter.
In accordance with the Synchrony Bank Credit Card Agreement, a minimum payment is required each month. If multiple payments are received in one billing cycle, the additional payments are not applied to future monthly payments, but rather applied to the balance due for the current billing cycle.
Payments are due 23 days after the statement is sent. Your due date is the 14th of every month. Therefore, monthly billing statements are sent between the 19th and 22nd of every month. If a payment is received after the due date, but before the next statement is sent out, it will be applied towards the previous month’s due date. Additionally, if a payment is received on the same day the statement is sent out, this payment will be applied to the previous month’s due date as well. As the payment in the amount of $86.00 was received on July 22, 2022, before the July 2022 billing statement was mailed, the payment was applied to the previous billing statement’s due date of July 14, 2022, and not applied to the due date indicated on the July 22, 2022 statement of August 14, 2022. Thus, you were charged a late fee totaling $28.00. To avoid this situation in the future, please make your payments after the 23rd of the month.
In the interest of customer service and goodwill, on August 17, 2022, we removed the late fee of $28.00 that was assessed to your account on August 14, 2022. Since the late fee was assessed and removed within the same billing period, neither the late fee nor the offsetting credit will be reflected on the billing statement.

Thank you for the opportunity to respond to your concerns.

Sincerely,

***** *****
Senior Specialist, Corporate Consumer Relations
Synchrony Bank
Customer Answer
Date: 09/12/2022

Complaint: ********

I am rejecting this response because:
both payments were prior to the due dates. There should never have been a delinquent charge. Yes, Synchrony Bank did notify the BBB but was later rescinded.
I have since paid Synchrony Bank in full. Will never use Synchrony ever again.
As previously stated Synchrony has multiple consumer complaints.
Sincerely,

*** *****
Initial Complaint
Date:08/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
the late fee was told that late fee by **** would be wavered and she could not wave it when I called in since it did not hit my account -----------------------------I am a loyal lenscrafters account ----------I have had issues with my pay
Business Response
Date: 09/08/2022
On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on August 24, 2022. I appreciate you bringing this matter to my attention.

Although the late fee was billed according to the terms that govern your account, in the interest of customer service and goodwill, on September 6, 2022, I credited your account for late fees totaling $41.00. Please be advised, this action does not set precedent for future adjustments. The terms of your account have not changed. Your account will continue to be assessed late fees and interest charges in accordance with the terms of the Synchrony Bank Credit Card Agreement.

You opened your LensCrafters® account on September 9, 2012. By signing the application, whether written, verbally, or electronically, you indicated you understood the terms and conditions of the account. In accordance with the Synchrony Bank Credit Card Agreement, a minimum payment is required each month. Payments are due 23 days after the statement is sent. Your due date is the 2nd of every month. Therefore, monthly billing statements are sent between the 7th and the 10th of every month.

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. In order to best suit customer needs, Synchrony Bank offers a variety of payment options:

Free of charge, use our automated telephone system, (866) 396-8254, or online bill pay (mysynchrony.com). The Synchrony Bank website provides two payment scheduling options. You can schedule a one-time payment or enroll in automatic payments for payments to be made monthly. Go to mysynchrony.com for more information on your options and how to arrange online payments.
For a monetary fee, process expedited payments through a customer service representative at ((866) 396-8254)
Mail payment to Synchrony Bank, PO Box ******, ******** ** **********

If sending payments via the U.S. Postal Service, please allow at least seven to ten business days for mailing time. To process payment using an electronic debit through Western Union, contact our customer service center at (866) 396-8254.

Please understand our payment-processing center processes payments seven days a week, including weekends and holidays. All of the payments we receive are applied to the respective account with the date they are received. Any payments received by 5:00 p.m. Eastern Standard Time (EST) will be credited the same day. Conversely, any payments received after 5:00 p.m. EST on any day will be credited on the next business day.

We regret any inconvenience or frustration this matter may have caused you. You are important to us, and our goal is to serve our customers in a timely and satisfactory manner. Thank you for taking the time to bring your concerns to our attention. By receiving feedback from our customers, we are able to address specific issues and improve our customer service.

Thank you for the opportunity to respond to your concerns.
Initial Complaint
Date:08/24/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a GAP VISA card issued by Synchrony for over 10 years (CARD NUMBER ENDING ****) but this year GAP switched banks and is now with BARCLAYS and now have issued a new MASTERCARD. The issue is I received several credits on the SYNCHRONY card (which is now closed bc of the transfer) which has not been forwarded to my new card. I was told it should take 1 to 2 billing cycles, now we are up to 3. The last credit SYNCHRONY forwarded to BARCLAYS was for $1040.01 for billing cycle 5/23/22 - 6/24/22. I will attach subsequent credits that I have not yet received from a company called ASOS. June 28 2022 I am due a credit of $847.75 July 13 2022 I am due a credit of $701.29 I am being forced to pay interest on a balance I do not owe all because i don't want my credit ruined. SYNCHRONY should either send me a check for the $1549.04 so I can pay my outstanding balance or forward the credit to BARCLAYS so that it can be applied I ONLY USED MY GAP VISA CARD FOR ALL ASOS PURCHASES
Business Response
Date: 09/07/2022

Customer Service
** *** ****** ********* ******** ** **********

September 7, 2022

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 24, 2022. I appreciate you bringing this matter to my attention.

In an attempt to acknowledge receipt of your inquiry and to provide my direct contact information, I sent an email on September 6, 2022,

We regret our attempts to locate a Gap Visa® Card account based on the information you provided have been unsuccessful. We are sincerely interested in resolving any concerns in a fair manner. Therefore, in order to properly handle the concerns you may be having please contact me directly at the phone number provided in my email.

Thank you for the opportunity to respond to your concerns.
Customer Answer
Date: 09/08/2022
Unfortunately the Synchrony email sent on September 6 went to my SPAM email.
I returned a call to ***** ***** on September 8, 2022 at approximately 12:42pm and her voicemail stated she was out of office
I left a message so hopefully she will reach out to resolve soon. I have not received any credit to date!
My card number is **** **** **** **** (ACCOUNT IS NOW CLOSED DUE TO GAP NOW USING BARCLAYS)

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ******
Business Response
Date: 09/26/2022
September 26, 2022

Submitted via Better Business Bureau Website

Case Number:               ********
Creditor:                       Synchrony Bank

On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on September 08, 2022. I appreciate you bringing this matter to my attention.

Please be advised that effective June 17, 2022, Barclays acquired the Gap, Inc. Credit Program. Synchrony Bank has reviewed the amounts illustrated in your complaint, that you explained should have been credited to your Gap/SYNCB Card and transferred to Barclays. After an extensive review of your Gap/SYNCB Card we are unable to locate any transactions Synchrony Bank received before June 17, 2022, that are related to these dollar amounts illustrated in your complaint. It appears these transaction may have been credited to your account after June 17, 2022.

For assistance regarding your account, we encourage you to contact Barclays directly at (302) 622-8990. We have also forwarded these concerns to Barclays for review. If you have additional documentation that these credits were applied to your Gap/SYNCB Card before June 17, 2022, you may forward this information to [email protected].

Thank you for the opportunity to respond to your concerns.
Customer Answer
Date: 10/06/2022
ASOS has provided the refund amount and bank refence numbers and indicated all refunds were SUCCESSFUL.

Please see attached file/Thanks
Customer Answer
Date: 10/10/2022
I realized that I sent you guys an excel spreadsheet to post in my prior email below on 10/4/2022

However when I went on the BBB website, some of the numbers were cut off.

Please see updated spreadsheet with all numbers visible

At your convenience, can you please repost/Thanks in advance
Customer Answer
Date: 10/10/2022
See Attached
Business Response
Date: 10/13/2022
October 13, 2022

Submitted via Better Business Bureau Website

Case Number:               ********
Creditor:                       Synchrony Bank

On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on September 29, 2022. I appreciate you bringing this matter to my attention.

Please be advised that effective June 17, 2022, Barclays acquired the Gap, Inc. Credit Program. For assistance regarding your account, we encourage you to contact Barclays directly at (302) 622-8990 after June 20, 2022.

The last payment posted your Gap/SYNCB Card account was on June 10, 2022 in the amount of $200.00

Thank you for the opportunity to respond to your concerns.
Customer Answer
Date: 10/15/2022

Complaint: ********

I am rejecting this response because:

COMMON SENSE is not prevailing here and I feel like SYNCHRONY bank is purposely is being DISHONEST!!!
Let's start this again,
1. All purchases were made between (5/22/22 - 6/7/22) BEFORE the Barclays/Synchrony bank transition on June 17th (SEE ATTACHED PURCHASES AGAIN/UNDER ORDER # THERE IS THE PURCHASE DATE)
2.All purchases were made on the SYNCHRONY VISA CARD 4479-9413-4944-**** (THAT WAS THE ONLY CARD I USED FOR ASOS PURCHASES, YOU CAN CHECK MY CARD TRANSACTIONS OVER THE YEARS AND SEE THIS)
3. Why would ASOS the vendor issue a refund to a BARCLAYS MASTERCARD and not the SYNCHRONY VISA card that the original purchases were made!!
4. YOU CAN'T GET A REFUND ON A MASTERCARD IF THE PURCHASES WERE MADE ON A VISA CARD!! THAT'S JUST IMPOSSIBLE/FRAUD WOULD BE COMMITTED EVERDAY IF THIS WAS ALLOWED!
5. How would Asos know about the BARCLAYS Mastercard when i have never entered that card information on their website?? I was told by Barclays the refund is sent to Synchrony and you guys forward to them like was done for the JUNE 6TH refunds
6. I also uploaded refund reference number from Asos where it showed that the money was successfully returned to SYNCHRONY BANK (I WILL ATTACH AGAIN!!) did you run those reference numbers??
7. I am now being forced to pay down on a balance I don't owe because I don't want to ruin my credit
8. Does Synchrony have some sort of exchange account that refunds are housed since the card was closed???
BETTER BUSINESS BUREAU CAN YOU GUYS PLEASE GET INVOLVED ASAP AND STOP THIS FRAUD!!!!!!!!!

Sincerely,

******* ******
Business Response
Date: 11/11/2022
Customer Service
** *** ****** ********* ******** ** **********

November 11, 2022

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 October 17, 2022. I appreciate you bringing this matter to my attention.

We previously responded to your complaint on numerous occasions. For your convenience, a copy of our response has been enclosed. After a review of your concerns regarding credits issued by ASOS, Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original responses.

As you have been advised, all account information was transferred to Barclay's on June 17, 2022. As such, we no longer have access to the transactional history of your account. All pending transactions at the time of transfer and any subsequent refunds or returns have been systemically forwarded to Barclay's. Therefore, you must discuss any transaction concerns with Barclay's. They can be reached at (302) 622-8990.

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 Answer
Date: 11/17/2022

Complaint: ********

I am rejecting this response because:
It clearly states on ALL return receipts "REFUNDED TO YOUR VISA CARD"
Barclay's card is a MASTERCARD (AND AS I MENTIONED A 100 TIMES, ASOS HAS NO RECORDS OF THIS CARD BC I NEVER USED THAE CARD ON THEIR SITE, ALSO ALL OF THESE PURCHASES WERE MADE BEFORE THE GAP TRANSFER OF ACCOUNTS FROM SYNCHRONY TO BARCLAYS)
I have once again reached out to ASOS to see if I can get additional info
This is really UNACCEPTABLE, that both banks are giving me the run around!!!!!!!!

Sincerely,

******* ******
Initial Complaint
Date:08/23/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a letter from Portfolio Recovery saying I owe something from PayPal. I have no knowledge of this and have never opened a PayPal account. This is fraud and so I should not have to pay this.
Business Response
Date: 09/01/2022
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
Date: 10/11/2022
Customer Service
PO Box ******
********* ******** ** *****-****

October 11, 2022

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 24, 2022. I appreciate you bringing this matter to my attention.

On November 10, 2019, a PayPal Credit application was submitted, processed and approved with your name and other personal information. An account number ending in 6619 was established. The account charged off due to delinquency on August 7, 2020.

Based upon your recent correspondence indicating you did not apply, we referred the account to our fraud department for review.

On September 30, 2022, the fraud department concluded their review and approved your claim of fraud. A letter was sent advising the outcome. All information pertaining to the PayPal Credit account will be deleted from your personal credit file. Please allow up to sixty (60) days for the update to be reflected.

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
Initial Complaint
Date:08/23/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Approximately late Fall of 2021, I got a check in the mail from Synchrony Bank. It didn’t have any information with it. I was a little suspicious, so I held on to it a long time. It was $161.29, according to my bank. After several months, I figured I must have overpaid somebody, so I took it to the bank to see if it was legitimate. They told me it was and cashed it. After a few months or so, I started getting a bill from them for the same amount. Then, it said it was Rooms to Go/Synchrony Bank. Years ago, we had furniture financed through Rooms to Go and Synchrony Bank was apparently the finance company they used. We haven’t used them in a very long time and didn’t owe a balance. I called both Synchrony Bank and Rooms to Go and spent hours on the phone getting the runaround. By that time, they had added late charges to it. I gave up and paid the original amount of the check PLUS late charges, which equaled $179.29, because I didn’t want it to affect my credit. I paid that on March 22, 2022. I got ANOTHER check dated May 16, 2022 in the amount of $187.68. I did not cash it and wrote VOID and on the front and back, I also wrote DO NOT CASH OR DEPOSIT. I started getting bills from them AGAIN. I wrote a long letter to both places and they never answered. I attached pictures of the uncashed voided check proving I don’t owe it. I get constant emails from them telling me the payment is late, which I DO NOT owe, because I didn’t cash it. They added more late charges. Then, they mailed me a THIRD check dated Aug 8, 2022 in the amount of $187.68. I also voided it and wrote do not cash or deposit. Now, they have reported me to the Credit Bureau and my score dropped 89 points today! I am apparently in a cycle of their mistake, that I can’t seem to get out of. So far, I have received 3 checks from them. I only cashed the first one and paid it back, along with late charges. I have photos of the other two voided uncashed checks that prove I cannot cash them.
Business Response
Date: 09/02/2022
Customer Service
** *** ******
********* ******** ** **********

September 2, 2022

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 23, 2022. I appreciate you bringing this matter to my attention.

On October 1, 2021, Rooms To Go issued credit to your account in the amount of $161.29. As your account had a zero ($0.00) balance, this transaction resulted in a credit balance, which was systemically issued to you on December 15, 2022. Subsequently, on January 7, 2022, Rooms To Go billed your account for $161.29. You reported this transaction as fraud on March 21, 2022. As a result, we initiated a fraud investigation and issued a new account number to you on that date.

As part of the investigation process, we transferred the purchase in question back to the original account number. We also credited your account for late fees and interest changes. These credits, the balance transfer, and your March 21, 2022 payment resulted in a credit balance of $187.68 on your new account. A refund check was issued to you for this amount on May 16, 2022. When you returned this check to us, a stop-pay was placed on the check and it was systemically reissued on August 8, 2022. At your request we have placed a stop-payment on this third check as well.

During our fraud investigation, we reached to Rooms To Go, who provided the attached response. They indicated that you had exchanged defective merchandise originally purchased in 2017. During their processing of the exchange, they inadvertently issued credit to your account. The subsequent purchase was an attempt by Rooms To Go to offset the credit when they discovered the error. As a result of this information, your fraud claim was denied, the purchase was transferred back to your new account number, and payments were requested on this amount. The enclosed notification letter was sent to you.

In an effort to resolve this matter amicably, on August 31, 2022, your account was credited for interest charges in the amount of $1.03, and late fees totaling $69.00. These amounts represent the remainder of all late fees and interest charges billed since October 1, 2021 as a result of the above transactions. After these adjustments and the above-referenced stop-payment, your account reflects a credit balance of $18.00. This amount is the late fees and interest charge you paid on March 21, 2022. You will receive a credit balance refund check for this amount in seven to ten business days.

We also sent a request to the major credit bureaus to the late payment history from July 15, 2022 to the present associated with this account from your personal credit history. The updates to your personal credit report may take up to sixty (60) days.

For your convenience, I have enclosed an account summary since October 1, 2021 to better display all of the above-referenced transactions.

Thank you for the opportunity to respond to your concerns.

Sincerely,

****** *****
Senior Specialist, Corporate Consumer Relations
Synchrony Bank

Enclosure(s)
Initial Complaint
Date:08/23/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I want Synchrony Bank to finish with my Care Credit MasterCard account by taking ALL those charges I didn't make and make the corrections on my credit report back where it was.
Business Response
Date: 09/19/2022
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
Date: 09/21/2022
Customer Service
PO Box ******
********* ******** ** **********

September 21, 2022

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 24, 2022. I appreciate you bringing this matter to my attention.

On April 26, 2022, you contacted us indicating there were unauthorized transactions on your CareCredit® Rewards™ Mastercard® account. The account was closed, referred to our fraud department, and a new account number was generated for you.

On June 16, 2022 the fraud department approved your claim of fraud and the reported unauthorized transactions totaling $7,756.40 were removed from your account.

Your current account balance is $5,127.73. If any further unauthorized transactions are reflected in this balance, please contact our fraud department at (877) 878-4115 and provide the date and dollar amount of each transaction so that we can further investigate. I have enclosed copies of the last twelve months of billing statements to assist you.

Synchrony Bank takes fraud seriously and we regret any inconvenience you have experienced.

Thank you for the opportunity to respond to your concerns.
Customer Answer
Date: 09/22/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ** *****
Initial Complaint
Date:08/23/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Closed both accounts one was in perfect standing!! Charged a late fee to a closed card calling 10plus times a day harassing me
Business Response
Date: 08/26/2022
Customer Service
** *** ******
********* ******** ** **********

August 26, 2022

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 24, 2022. I appreciate you bringing this matter to my attention.

As a result of your inquiry and our investigation, we have reviewed your account record and verified we have accurately reported your account history information to the major credit bureaus. Since we have reported accurate information pertaining to your account, we are unable to delete or modify the status as reported.

The calls you received were not intended to be an inconvenience; they are placed to customers as a reminder of the payment amount due. We follow state and federal regulations regarding the time frame we are permitted to attempt contact with our customers for repayment. Under those regulations our collection department may initiate more than one call in a day on an individual account when no contact has been made.

I regret any frustration the calls may have caused you. In response to your request, we have coded this account to prevent future telephone calls. However, you will continue to receive statements and other legally required written correspondence.

Per the terms and conditions governing your accounts, available at www.synchronybankterms.com, 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:

You are in default if you make a late payment, do not follow any other term of this Agreement or become bankrupt or insolvent. If you default or upon your death, we may (a) request payment of the full amount due right away, (b) take legal action to collect the amounts owed, and/or (c) take any other action allowed.

Based on a review of your account, we have received two returned checks on your Lowe’s Advantage Card credit card account in the past eight (8) months. The dates the payments were received, and the amount of the payments are listed below. The enclosed letters were sent to you regarding these payments.

January 28, 2022 for $50.00, returned February 1, 2022
August 3, 2022 for $10.00, returned August 5, 2022

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 August 11, 2022 your account was closed, and the enclosed letter was sent to you advising of our decision.

Your Amazon Store Card was closed on August 2, 2022 at your request through our interactive voice response (IVR) system. It is our policy not to reopen closed accounts.

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.

On your June 20, 2022 billing statement for your Amazon Store Card, we requested you make a minimum payment of $44.00 on or before July 13, 2022. We did not receive your next payment until August 12, 2022 in the amount of $30.00 Therefore, the requested amount remains unsatisfied and your account past due. A late fee in the amount of $40.00 was assessed to your account per the terms of the account on both July 13, 2022 and August 13, 2202. In order to avoid future late fees, you must pay at least the total minimum payment on your billing statement by the payment due date.

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

Enclosure(s)
Business Response
Date: 09/06/2022
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 29, 2022. I appreciate you bringing this matter to my attention.
We previously responded to your complaint on August 26, 2022. For your convenience, a copy of our response has been enclosed. After a review of your concerns regarding the reason your Lowe’s® Advantage Card was closed, Synchrony Bank feels we have accurately addressed your concerns. As a result of the dishonored payments, on August 11, 2022, your account was closed. Our position remains the same as stated in our original response.
Your Lowe’s Advantage Card account was opened on November 17, 2020 via the Internet. You agreed and consented to the terms and conditions of the account via electronic method; therefore, no physical copy of the application is available. However, the name, address and Social Security number provided on the application verifies to you.
The last name on your Lowe’s Advantage Card account does not match the last name on your inquiry. Additionally, the address on both your Amazon Store Card and your Lowe’s Advantage Card accounts does not match the address on your inquiry. Please contact customer service at (800) 444-1408 for your Lowe’s Advantage Card account and (866) 634-8379 for your Amazon Store Card account in order to update your account records.
Thank you for the opportunity to respond to your concerns.

Customer Answer
Date: 09/08/2022
Complaint:
Charged a late fee that hasnt come off the day after payment was made resultung in closing account late fee was not due

Consumer’s Desired Resolution:
Refund

Customer Answer
Date: 09/08/2022
Complaint:
Charged a late fee that hasnt come off the day after payment was made resultung in closing account late fee was not due

Consumer’s Desired Resolution:
Refund

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