Complaints

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

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  Synchrony

  Kettering, OH 45420-1469

• 

  Synchrony Bank

  PO Box 534021 Pittsburgh, PA 15253

• 

  GE Capital Cons Cardco

  2030 S.Hurstbourne Pkwy. Louisville, KY 40220

• 

  Monogram Credit Card Bank of Georgia

  PO Box 103012 Roswell, GA 30076

• 

  Monogram Credit Card Bank of Georgia

  PO Box 105982 Atlanta, GA 30353

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:08/10/2022

  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.

  my account # is **** **** **** **** I OVER PAID on my acct. in MAY of 2022. I have a Refund of $556.99 in check to be sent out to my address. I have called on June 15th to have a check sent. NO CHECK CAME IN MAIL! I called on July 15th a month later. Talked with the receptionist, filed a dispute. SHE said they send another check out. STILL HAVE NOT RECEIVED MY REFUND. Its now AUGUST. ITS MY MONEY AND I HAVE A RIGHT TO GET IT. PLEASE HELP ME ... SYNCHRONY BANK # *** **** ***** I also have my statements for proof! MY # ************

  Business Response

  Date: 09/09/2022

  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 10, 2022. I appreciate you bringing this matter to my attention.
  
  On June 10 , 2022, you requested a refund of the overpayment in the amount of $556.99. Let me assure you, on June 13, 2022, a check in this amount was mailed to you. Based on your notification you did not receive the check, we have reviewed the check record and confirmed the check was endorsed by you and cashed on June 15, 2022 at Cobalt Federal Credit Union. Because, the check has been cashed, we are unable to reissue a replacement check.
  
  Thank you for the opportunity to respond to your concerns. 

• Initial Complaint

  Date:08/10/2022

  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.

  Hello, As of July 2022 I have paid off my balance in full. Come to see that my account was closed on 8/5/22. After seeing this I immediately called Synchrony and they said it was from a credit report from Transunion and to call Transunion. I called Transunion they said there is no reason why the creditor should of closed my account since the payment was made in full. I have recently paid off 30-40K in credit card debit and rooms to go wants to say my credit score has gone down. None of the customer service agents want to help other than say "sorry but we can't help". Why am I being punished for paying off this card and all my other credit cards just to have my account closed. I will be sending Transunion the information they requested. I would like a call back ASAP from Synchrony from someone who can actually discuss this with me and not say "i'm not sure". It's crazy after doing the RIGHT thing and paying off an account in full can actually get your card cancelled. BEAWARE!!!!! Account ending in ****

  Business Response

  Date: 08/17/2022

  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  August 17, 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 10, 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. It is our policy to communicate various changes made to your Rooms To Go account. The request for your account to be reopened has been respectfully declined. Furthermore, we are unable to issue any store credit.
  
  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 August 5, 2022, your Rooms To Go account was closed. Synchrony Bank sent a letter to you advising of this decision. The specific reasons for the action were articulated in the letter. Please be assured Synchrony Bank based this decision on an overview of your personal credit report. Unfortunately, this decision is final and will not change.
  
  We have accurately reported your Rooms To Go 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.                   
  
  If you do not agree with the information the credit reporting bureau provided to Synchrony Bank, please contact them directly to discuss your credit file.
  
  Thank you for the opportunity to respond to your concerns. 

  Customer Answer

  Date: 08/17/2022

  
  Complaint: ********
  
  I am rejecting this response because: Why would you close someones card after they paid off the card in full and majority of all other debts? I am being told countless of times to call Transunion just like the "letter" stated. Transunion is saying there is no reason AT ALL why you all should of closed my card. My Credit score is on the up and up after paying off majority of my credit card debts. It sounds like you all have an old report from Transunion and that is not fair to me since I did my part by paying off the WHOLE CARD BALANCE!!! Get this fixed.
  
  Sincerely,
  
  ****** ****

  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 18, 2022. 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. I regret any dissatisfaction you have experienced regarding this account; however, Synchrony Bank has complied with the terms of the account. Therefore, your request for your account to be reopened has been denied.
  
  We previously responded to your complaint on August 17, 2022. For your convenience, a copy of our response has been enclosed. After a review of your concerns regarding the closure of the account, Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response.
  
  Per the terms and conditions of your account, we may close your account at any time for any reason. Furthermore, 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, in conjunction with our credit scoring system, was the determining factor in our decision to close your account on August 5, 2022.
  
  As a result, 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. For your review, we have provided an in-depth explanation of the reasons listed in the notification letter. I have enclosed a copy of the notification letter for your convenience.
  
  The areas listed in the notification letter identified the areas in which you scored the lowest; however, other changes to your credit file may have also affected your score without being among the lowest scoring areas.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  **** ******
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)  

• Initial Complaint

  Date:08/09/2022

  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.

  I received a notification from my ****** ***** app letting me know that my Synchrony account had been closed. I was never notified by anyone from Synchrony that my account had been closed. I call customer service to find out what is going on. The lady I spoke with stated I had 2 late payments. I explain to her that they were late due to the delay in payment processing but I had made a payment that went through on 08/05/2022 for $79 that caught up my account. She stated that my account was closed and could not be re-opened. I asked to speak with a manager. The manager said the same thing but was rude. I asked why I was not notified of my account being closed and she said she was sending out a notification today. ****** (manager), stated that "they were never notified of my bad payments". I found this comment to highly unprofessional and very demeaning. She stated that I could try to reapply in the future but I would be responsible for the balance. She stated that Synchrony can close an account for any reason at any time. I am asking for this issue to be resolved because the same day I made my payment, they closed my account. I understand there are policies, but I felt like this was unprofessional and I wasn't given any opportunity or warning to fix anything. I wasn't even notified by the company that they were closing my account.

  Business Response

  Date: 08/14/2022

  Customer Service
  ** *** ******
  ********* ******** ** **********
  
  
  
  
  August 14, 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 9, 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. Per the terms and conditions governing your Mattress Firm/Synchrony HOMETM Credit Card account, we reserve the right to close your account at any time.
  
  Based on a review of your Mattress Firm/Synchrony HOME Credit Card account, we have received two returned checks on your account in the past two months. The dates the payments were received, and the amount of the payments are listed below.
  
  Payment dated July 22, 2022 for $79.00
  Payment dated July 28, 2022 for $79.00
  
  The term returned check does not necessarily mean insufficient funds. The term could have a number of meanings, including but not limited to, insufficient funds, closed account, and/or unable to locate account. As a result of the dishonored payments, on August 5, 2022 your Mattress Firm/Synchrony HOME Credit Card account was closed, and a letter was sent to you advising of our decision.
  
  We regret any dissatisfaction you may have experienced regarding this Mattress Firm/Synchrony HOME Credit Card account; however, we firmly believe we have abided by the terms of the account. As a result, at this time the action taken on your account will remain as stated in our original letter.
  
  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.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  ****** ****
  ****** *********** ********* ******** *********
  Synchrony Bank

  Customer Answer

  Date: 08/15/2022

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

   I fully understand that Synchrony can close my account at any time. I know this because it was rudely explained to me by the "supervisor" ****** when she tried to tell me that due to Synchrony not receiving notification of my failed payments, that is why I didnt receive notification of my closed account. I was notified by my ****** ***** account notifying me that my account closed. It wasn't until after my phone call to Synchrony to confirm what ****** ***** had told me about my account being closed was true that the following week was when I received my letter from Synchrony Bank notifying me of my account closure. I'm sure there are rules or policies to protect this business, but there is a matter of conducting yourself and the business you are representing especially in the position that this woman was holding as a supervisor. I tried explaining my situation and why my payments had been returned. I even explained that I paid my account up to make up for the late payments. Regardless of what I had to say, she was very rude and belittling. There was no room for error, despite the struggles we have faced through the pandemic. I simply wanted to get my 3 children *** **********.  It was not a charity, I was not out to take advantage or steal from anyone or not pay anything back. I am simply a mother of 3 boys, trying to make an honest living in the world.

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

• Initial Complaint

  Date:08/09/2022

  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.

  Morris Furniture/synchrony My account was on disputed for the longest time, on 3/5/22 I talked to a representative and told me my account was still under review and I was getting a new account number and new balance and to continue making old payments until new statements received and any late fee was going to be waive . Apply 15 I called told them don’t have statements and make payments, was told not to worry about . I have been making my payment 1st of each month since I received new account and payment. I was told new balance $240 . Today I pay attention and notice they have continued to add late charges and interest on late fee even though I have pay on time . I called 4 time and got disconnected 3 time . The last two rep so the notes and instead of helping me said one moment I can see it one moment and disconnected. The last one said he will raise a dispute. This is crazy, the account was on disputed was told fee was going to be waive and instead the added more and charge interest on them in a non Interest account until 2027. A complete rip off and abuse of power And bad customer service. I want the late fee if about $80 waive and reimbursement of any collections of them and interest paid on those late fee

  Business Response

  Date: 09/09/2022

  ** *** ****** ********* ******** ** **********
  
  
  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 9, 2022. I appreciate you bringing this matter to my attention.
  
  In the spirit of customer service and goodwill, I have issued credit to your account for late fees and interest charges totaling $125.03, bringing your account balance to $9,805.81. These credits will appear on your September 2022 billing statement.
  
  Please be advised, this adjustment does not set a precedent for any future adjustments regarding this matter. In addition, no further adjustments will be made to your Morris Furniture/Synchrony Bank account unless there is a valid billing error.
  
  Enclosed is an account summary detailing the statement dates, minimum payments due, payment due dates, and the actual amount and dates of the payments we received.
  
  All late fees and interest charges assessed to your account were billed in compliance with the terms and conditions governing your account. We previously credited your account for late fees totaling $56.00.
  
  Please understand as provided in your credit agreement, you are required to pay at least the minimum payment on your billing statement by the payment due date 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.
  
  On January 19, 2022, a fraud investigation was initiated on the referenced account. The investigation was concluded in your favor on January 20, 2022 and the enclosed letter was mailed to the address on file for the account. An adjustment in the amount of $3,824.30 is reflected on your February 2022 billing statement, a copy of which is enclosed for your review. Also reflected on your February 2022 billing statement is a merchant credit in the amount of $2,499.92 dated January 27, 2022.
  
  Our priority is to protect our customers, and in an effort to do so, Synchrony Bank provides consumers with safeguards, including a dispute resolution process. If after reviewing the summary of your purchase history, you still have questions, please contact our customer service department at (866) 396-8254 to initiate the dispute process.
  
  In your correspondence, you indicated you have not been receiving your billing statements in a timely manner. We have reviewed your account, and your address appears to be up to date. In order to receive your statements more quickly and as an alternative to regular mail, we invite you to register for eBills at www.mysynchrony.com.
  
  You expressed dissatisfaction regarding recent conversations with our associates. 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.
  
  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. 

  Enclosure

• Initial Complaint

  Date:08/09/2022

  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 bought something for my son that cost over $1000 and used PayPal Credit. I have never used them before. I am extremely sorry now that I did. I set autopay to pay off my balance within about six months. The autopay worked fine for the first several months. Then on July 28th, I got a message that the payment was denied by Paypal Credit. I checked with my Chase bank and they said THEY DID NOT DENY ANY PAYMENT. I called up Paypal Credit (Synchrony) and they said to go ahead and make a payment online. I did so and again the payment was denied. I called back Paypal Credit and they said that the problem is with Paypal, not with Synchrony Bank. I call Paypal Customer Service and they said the problem is with Synchrony Bank (Paypal Credit). I called back Synchrony Bank and they said make a payment using our automated payment phone system. I did and the payment was denied again. I called back Chase Bank and they said they haven't denied any payments. I called back Synchrony Bank and they said that the problem is with Paypal's online processing. This problem continues to occur. No one is willing to take responsibility and solve the problem I have wasted hours and hours.

  Business Response

  Date: 09/16/2022

  September 16, 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 9, 2022. I appreciate you bringing this matter to my attention.
  
  I certainly understand your frustration with this situation, and I also appreciate the time and effort you have made trying to correct it. During an investigation of your account, Synchrony Bank found your online payments are not being received by Synchrony Bank. This may be due to you having a block placed on your bank account associated with PayPal transactions. This block may have been intended to block only PayPal transactions themselves, thus, previous payments on your PayPal Credit account may have been accepted. Furthermore, we kindly recommend verifying the checking and routing numbers to ensure accuracy.
  
  We encourage you to contact your bank regarding your concerns, so they may review their returned payment records to determine why they are returning your payments to us unpaid and request any block in place for PayPal be removed to allow future payments on your PayPal Credit account to be successfully processed. In the interim, we encourage you to utilize one of our other payment remittance options:
  
  • Free of charge, use our automated telephone system, (844) 373-4961
  • For a monetary fee, process expedited payments through a customer service representative at (844) 373-4961
  • Mail payment to Synchrony Bank, PO Box 960006, Orlando, Florida 32896-0006
  
  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 (844) 373-4961.
  
  Thank you for the opportunity to respond to your concerns. 

   

  Customer Answer

  Date: 09/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: representatives of Synchrony Bank told me that they have had many complaints about this type of problem. They told me that Paypal is having issues with their transaction processing. I checked and verified with my Chase bank MULTIPLE TIMES that they had NOT blocked ANY transactions.

  I used Synchrony's / Paypal Credit's online processing several times successfully with my Chase Bank for the first three months after my purchase and then in the fourth month their online payment system stopped working for me. 

  What is UNACCEPTABLE to me is that they closed my account due to several unsuccessful payment transactions and that THIS GOES ON MY CREDIT RECORD.

  Synchrony's, Paypal Credit and Paypal have since reinstated my account, but this is a stain on my otherwise good credit record.

  Even after spending hours with Synchrony's representatives on the phone, the only way I can successfully pay for my account is by speaking live and having a human being process my payment.

  This is a Paypal Credit / Synchrony Bank error.  What I want now is for Synchrony to FIX any problems they reported on my credit record. 

  Sincerely,
  
  David Steinberg

  Business Response

  Date: 09/27/2022

  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: 10/25/2022

  Customer Service
  ** *** ****** ********* ******** ** **********
  October 25, 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 19, 2022. I appreciate you bringing this matter to my attention.
  I understand your frustration with this situation. During an investigation into your account, Synchrony Bank
  reinstated(reopened) your account on September 12, 2022. On September 12, 2022, Synchrony Bank
  electronically requested all major credit bureaus delete all derogatory information regarding this account
  from your personal credit history. The updates to your personal credit report may take up to 60 days.
  It is important to note that PayPal and PayPal Credit are separate entities. Although PayPal Credit is an
  available payment option for certain PayPal purchases, PayPal Credit remains separate from your PayPal
  account; however, customers can access and manage both through their PayPal account. If you have
  questions about your PayPal account, please contact PayPal directly at (844) 286-4190.
  In the interim, we encourage you to utilize one of our other payment remittance options:
  • Free of charge, use out automated telephone system, (844) 373-4961
  • For a monetary fee, process expedited payments through a customer service
  representative at (844) 373-4961
  • Mail payment to Synchrony Bank, ** *** ******* ******** ******* **********
  If sending payments via the U.S. Postal Service, please allow at least seven to ten business days for mailing
  time. To process payment using an electronic debit through Western Union, contact our customer service
  center at (844) 373-4961.
  I sincerely regret any inconvenience or frustration this matter may have caused you. I also regret any
  dissatisfaction you have experienced regarding this PayPal account.
  Thank you for the opportunity to respond to your concerns.

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 made a purchase with an online retailer on 12/14/2020 and used my Paypal Credit account to pay. Due to the amount of the transaction it qualified for their special financing on 0% interest if paid in 6 months. The purchase was charged to my account twice. I reached out to the retailer to confirm they were not doubled paid and owed me a refund. Once it was determined I was double charged by Paypal Credit and not the retailer I filed a dispute with Paypal Credit. I completed and submitted their dispute forms via their online secure message center as directed by their help center in June 2021. My dispute was not handled per their guidelines posted online. The disputed charges should have had a freeze placed until the issue was resolved. Since this was not done as I continued to make my payments they were applied to the duplicate charge and it fell off my account once paid in full. I have since been going back and forth with their customer service department and still no resolution. When I called and requested to speak with a supervisor my request was not honored. Instead, was put on hold for over 45 minutes then lied to about whom I was speaking with. I'm unable to speak the anyone that can correct this issue and instead have to waste my time replying to whatever scripted response the CS rep decides to paste; that typically isn't remotely close to addressing the issue. This process has been further drawn out because every time I'm told to wait 2-3 billing cycles for the correction to process. However that correction has yet to process well over a year later. Their most recent reply references an issue with the item I purchased. There is no issue with the items, my issue is with Paypal Credit/Synchrony double charging me and refusing to credit me the money I'm owed by them NOT the retailer.

  Business Response

  Date: 08/23/2022

  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.
  
  Upon receipt of your correspondence and the concerns raised through the BBB, it t 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.
  
  This letter is an acknowledgment of your correspondence and to advise you we are researching your concerns. Once the review is completed, we will respond to you accordingly.

  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 9, 2022. I appreciate you bringing this matter to my attention.
  
  In the interest of customer service and goodwill, I have issued a courtesy credit to your account for the amount of $116.17. This credit has resulted in an account balance of $209.02 and will be reflected on your September 2022 billing statement.
  
  As a result of your inquiry, I have reviewed your account for the time period in question. As you can see on the enclosed November and December 2020 billing statements, you had multiple promotions ending on January 17, 2021 and February 17, 2021.
  
  On December 14, 2020, you made three (3) purchases through Mercari in the amounts of $23.19, $27.94 and $65.04. On December 14, 2020, a payment reallocation was performed which resulted in the two (2) promotions ending on January 17, 2021, and three (3) of the promotions ending on February 17, 2021 being paid in full. These reallocations are shown as follows on the enclosed December 23, 2020 billing statement.  
  
  12/14/20 F928300PE000SJ AN ADJUSTMENT TO YOUR ACCT -$23.19
  12/14/20 F928300PE000SJ AN ADJUSTMENT TO YOUR ACCT -$27.94
  12/14/20 F928300PE000SJ AN ADJUSTMENT TO YOUR ACCT -$65.04
  
  12/15/20   F928300PE000SJ Deferred AN ADJUSTMENT TO YOUR ACCT No Interest If Paid In Full $23.19
  12/15/20  F928300PE000SJ Deferred AN ADJUSTMENT TO YOUR ACCT No Interest If Paid In Full $27.94
  12/15/20 12/15/20 F928300PE000SJ Deferred AN ADJUSTMENT TO YOUR ACCT No Interest If Paid In Full $65.04
  
  As you can see, the charge added to the account is immediately credited. While no change occurred to your overall account balance, these transactions were duplicated in your promotional purchase summary as a result of a payment reallocation. I sincerely apologize for any confusion this matter may have caused.
  
  We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  
  **** ******
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)  

  Customer Answer

  Date: 09/07/2022

  
  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 the outcome is acceptable their assement of the situation is still incorrect. After fighting with them for over a year it's not worth my time to continue to debate this with them. At least now I can close this and the other account held with this "bank." 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/09/2022

  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.

  On July 2nd, 2022 I made the minimum payment on my Lowe's Credit Card approximately $259.00 payment towards my balance of Approx. $5,000.00. The next day, My phone alerted me that my Bank of America account had been overdrawn by over $4,000.00. So I log into my account to see what is happening only to discover that Lowe's had taken $5,193.46 in an attempt to pay off the account! I called Lowe's and explained to them that I did not authorize that payment for that amount and that there must be some glitch in their online system. Lowe's offered to send me out a check in 7 days which would have completely destroyed my credit as over (20) payments were in the red because Lowe's over drafted my account! I had bill payments pending as I do every single month, and that I pay on time every month. Lowe's would not do anything about it so I had no other alternative but to contact my bank and stop payment to preserve my other credit. Immediately the next day Synchrony Bank closed (4) of my accounts in retaliation. (1) Lowe's (2) Value City Furniture (3) Care Credit (4) J C Penny. I have been building my credit for many years and the closing of these accounts is damaging my good name, and my credit Integrity! I have filed a Complaint with Consumer Financial Protection Bureau and am not satisfied with the outcome! Synchrony Bank basically has stated that they reserve the right to close my accounts at any time, and base their reasoning on two returned payments that I specifically asked my bank to stop payment to Lowe's until their online system was functioning properly.. All my credit accounts are in good standing and I continue making my payments on time. My bank statements from Bank of America will show that I make all my payments on time and responsibly. If you look at my bank Statement for July, It will reflect a balance that is Inconsistent with a Payoff of $5,000.00 on a credit line which is Inconsistent with the history of my payments on all accounts.

  Business Response

  Date: 09/12/2022

  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 9, 2022. I appreciate you bringing this matter to my attention.
  
  We previously responded to your complaint on July 29, 2022 through the Consumer Financial Protection Bureau (CFPB). For your convenience, a copy of our response has been attached. After a review of your concerns regarding Synchrony Bank’s closure of your Lowe’s® Advantage Card, Value City Furniture/SYNCB, and CareCreditSM accounts, Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response.
  
  In accordance with federal regulations, we are providing you the address of each credit bureau agency that reports this account on your credit bureau report.
  
  ******* ** *** ****** ******** ** ********** ***** ******** *************** ******** *** ******** *** ** *** **** ****** ** ***** ***** ******** **************** ********** * ******* ***** ** *** **** ******** ** ********** ***** ******** ****************** ******* ** *** **** *********** ** ********** ***** ******** ***************
  
  Thank you for the opportunity to respond to your concerns. 

  Customer Answer

  Date: 09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:  Synchrony had no reason to shutdown my accounts. Synchrony bank overdrew my bank account and forced me to take the action taken to stop them from destroying my good name. Synchrony operates the web portal for the "LOWES" account which appears to have malfunctioned during the payment process period. At no time did I personally authorize synchrony to take full payment from my checking account to overdraw the account by excess of $4,000.00. Synchrony by overdrawing my account would have jeopardized approx (20) pending payments to other creditors which would have caused me further harm to my credit profile, as well as (20) Overdraft charges from my bank. (BOA) I contacted Synchrony Immediately and they refused to provide a timely remedy, therefore Synchrony's failure triggered the action taken which they frivolously claim is reason for closing the accounts!  The 2 payments synchrony claims were returned are a result of inaction as well as the glitch in the Synchrony Payment System Portal that they control. I firmly stand by my answer. My payment history for the past 10 years as well as my bank statements support my integrity as a responsible debtor. Synchrony's Response basically states that they can terminate and close a persons account for any reason, or no reason at all without sufficient cause to do so.  This is terrible practice for a business that I spent several years establishing credit with on several accounts!  To willfully cause harm to somebody is equal to slander, and usually unlawful.  Please note that I have read all responses in this matter! 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/09/2022

  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 an ongoing issue with Care Credit. They say they we still owe them money, but this is incorrect and now they won’t return phone calls or speak to us. Missing payments are being reported to our credit report as well. We need someone from consumer resolutions to call us, these are the people who won’t call us back, but they are ones who we need to resolve this. We made a complaint previously, so we basically need to reopen it, if it’s possible for the case manager from before could call us.

  Business Response

  Date: 08/25/2022

   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. 
   
  Upon receipt of your correspondence and the concerns raised through the BBB, it t 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. 
   
  This letter is an acknowledgment of your correspondence and to advise you we are researching your concerns. Once the review is completed, we will respond to you accordingly.
  
  

  Business Response

  Date: 09/16/2022

  Customer Service
  ** *** ****** ********* ******** ** **********
  
  
  
  September 16, 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 9, 2022. I appreciate you bringing this matter to my attention.
  
  We previously responded to your complaint most recently on July 8, 2022. I have enclosed an updated account summary for review. After a review of your concerns regarding the balance owed on your account, Synchrony Bank feels we have accurately addressed your concerns.
  
  As a result of your inquiry and a review of your account, we have determined your account balance is accurate, valid and owed. Your current balance of $1,404.64 consists of purchases and applicable late fees and interest charges, which have been charged in accordance with the terms that govern your account.
  
  To date, we have received no documentation from you to support the claim that your balance is incorrect. As you can see on the enclosed summary, beginning July 2017, you have made purchases totaling  $18,371.71 and as the date of this response, we have received payments totaling $18,298.76. We have applied numerous courtesy credits to your account. These credits were issued in the interest of customer service and not based on the merit of your complaint.
  
  As we have requested on numerous previous occasions, please provide the exact payment date, payment amount and the corresponding bank statement reflecting any payment(s) you feel have not been credited to your account. Please provide this information by sending it the address as shown above. As we communicated in our July 8, 3022; unless additional evidence is provided to support the claim, no further credit is due.
  
  As of the date of this response, your account balance is $1,404.64. Your account is currently past due,  a payment for the amount of $282.00 is due by no later than September 16, 2022.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  
  **** ******
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)  

• Initial Complaint

  Date:08/09/2022

  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.

  They are maliciously ruining my credit on purpose. They keep reducing the limit to under my balance to make my credit look bad then closing my accounts one by one. Every card is done the same way. They made the mess and then use that as an excuse to close the card.

  Business Response

  Date: 08/16/2022

  ** *** ******
  ********* ******** ** **********
  
  
  August 16, 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 9, 2022. I appreciate you bringing this matter to my attention.
  
  We understand the closing of your accounts might be upsetting or inconvenient for you, and we regret we had to take this action. At this time, I would like to address how Synchrony Bank's credit lines are managed. 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 lower the credit limit on your Cooper Tires/Synchrony Car CareTM credit card on April 20, 2022 and to later close the account on July 21, 2022. On February 28, 2022, we also closed your Gap/SYNCB Card account based on information contained in your TransUnion credit file.
  
  As a result, notification letters were sent to you advising of our decision. The reasons indicated in the notification letters you received further relate to the information contained within your TransUnion credit file. Copies of the notification letters are enclosed for your convenience and review.
  
  If you do not agree with the information TransUnion provided to Synchrony Bank, we suggest you contact them directly to discuss your credit file. 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 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 your accounts.
  
  Thank you for the opportunity to respond to your concerns.

  Enclosure

• Initial Complaint

  Date:08/09/2022

  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.

  I had an account with Ashley Furniture. I bought a dresser for $350 and fees totaled $454. I lost my job early last year, started working and then had to take unpaid maternity leave. The account was charged off while I was in the hospital. Synchrony told me account was sold to a collector. The collection agency called me and said I owe about $800. Told them that was incorrect and wanted to know what fees were added that the amount was so high. He told me I must be mistaken and confused with another account I owe, maybe I was confused and continued to ask for my bank information. I called synchrony and spoke to different reps that said they didn’t have info because the account was sold. Supervisor said he would submit dispute because I stated the amount was incorrect. Stated that it would trigger a letter to give me a breakdown of what was actually owed. A week and a half later I got a letter stating the same amount and a second letter that said they didn’t know what the dispute was for and to send it again. Wasted time. I called the number on the bottom of the letter that states open til 12am ET. I called about 630pm spoke to Kevin who stated the account had not been sold, the collection agency was just calling to help synchrony collect. Then he hung up on me. So I called right back which was 652pm. Waited on hold with system saying high call volume and please hold for rep. After about 20 minutes the system said “our offices are closed”. I then called different numbers and all would do the same. Have me waiting for rep for at least 5-10 mins and then state they were closed. I called and punched prompt to make a payment and got a rep right away. She stated that dept with Kevin closes at 5. Crazy Because I talked to him at 630. Either way no where near 12am ET as stated on letter. No one will give me correct information. They continuously call for my payment but won’t explain the amount. None of the info they give is correct even their own office hours. Horrible

  Business Response

  Date: 08/23/2022

  On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on August 9, 2022. I appreciate you bringing this matter to my attention.
  
  You opened your Ashley Furniture HomeStores/SYNCB account on October 27, 2020. By signing the application, whether written, verbally, or electronically, you indicated you understood the terms and conditions of the account. At that time, you enrolled in our eBill program to receive electronic billing statements.
  
  Subsequently, on November 10, 2020, you made a purchase totaling $454.64. This purchase was placed on a Deferred Interest/No Interest If Paid In Full promotion with a promotional expiration date of December 3, 2021. 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.
  
  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 $129.09.
  
  Unfortunately, despite our attempts to collect on the outstanding balance on this account, we did not receive a payment after April 9, 2021 until we received a partial payment in the amount of $30.00 on November 26, 2021. Therefore, due to non-payment, the remaining balance on your account of $746.89 was charged off on January 2, 2022 and placed with Nationwide Credit, Inc on January 6, 2022. Should you require any additional assistance, please feel free to contact Nationwide Credit, Inc directly at (866) 505-9316.
  
  
  
  With respect to the verification of the unpaid balance associated with your account, I have provided a summary of your account activity to assist in illustrating the history of the account.
  
  Thank you for the opportunity to respond to your concerns.