Business Profile
Credit Cards and Plans
SynchronyHeadquarters
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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
- 7,984 total complaints in the last 3 years.
- 2,985 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/02/2022
Type:Service or Repair IssuesStatus: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 several cards with this company of which I paid all the time in which they just increase my credit limits on all of my credit cards with them on May 20, 2022. I never been late and my credit card is way above the normal credit score that is needed for this company. Now I am in danger of my credit score dropping because of all of the credit accounts are closed. I will like to see resolution and no one informed me until I tried to use 2 of my cards with them. I will like to have a few of my credit cards reopened.Business Response
Date: 06/08/2022
Customer Service
** *** ****** ********* ******** ** **********
June 8, 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 June 2, 2022. I appreciate you bringing this matter to my attention.
Compliance is very important to Synchrony Bank and we follow all applicable laws and regulations. Per the terms and conditions of your account(s), we reserve the right to close your account(s) at any time as indicated under "Closing Your Account.” It states: “We may close your account at any time, for any reason.”
On May 31, 2022 your accounts were closed due to activity demonstrated on one or more accounts with Synchrony Bank and not necessarily due to your payment history. Letters were sent to you advising you of our decision. I have attached copies of one of the notifications for your convenience.
We regret any inconvenience our actions may have caused you, but unfortunately at this time the actions taken on your accounts will remain as stated in our original letters.
Since we are not a credit bureau agency, we are unable to provide you with any credit reporting information or make a request to the credit bureaus on your behalf. Please be further advised your credit score could change daily, based on information your creditors report to the major credit bureaus. Synchrony Bank generally reports to the major credit bureaus once a month. There are many factors that go into your credit bureau score, which may change daily. For more information on how credit scores are calculated, and which factors may affect your score, go to www.annualcreditreport.com.
Thank you for the opportunity to respond to your concerns.Customer Answer
Date: 06/09/2022
Complaint: ********
I am rejecting this response because:this Is a poor excuse. And I will not ever use your company again!!!!!
Sincerely,
******** *******Initial Complaint
Date:06/02/2022
Type:Customer Service IssuesStatus: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.
Synchrony for Sams Club failed to provide me with the promised letter/form to document a wrongful charge to my account, even though I phoned to let them know I had still not received it. Then, on May 31, 2022, 6:11 pm, they sent a denial letter because they had not received the documentation.Business Response
Date: 06/13/2022
** *** ******
********* ******** ** **********
June 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 June 2, 2022. I appreciate you bringing this matter to my attention.
On April 26, 2022, we received your information indicating you are disputing the charge of $132.15 from your April 10, 2022 purchase. On May 5, 2022, a letter was sent requesting more information was needed to complete our research. On May 30, 2022, an additional letter was sent advising that we were closing the dispute since we had not received the information needed to move forward. Please find a copy of these notices enclosed.
The next step is for us to conduct an investigation. As part of this process, we need more detailed information from you regarding the specific sale amounts, dates of the disputed item(s) and/or date returned and the reason for the dispute. Please send this information within the next 15 days to the address listed above, or call customer service at ***** ********.
Please be assured that while we investigate your billing dispute, we will not assess interest charges and you are not required to make payments on the disputed amount. However, you are still required to make payments on the undisputed portion of your account balance.
Once we receive the information requested above and in the letter, we will conduct the investigation and will provide you with a response as soon as possible, but no later than two full billing cycles from the date of your inquiry. Upon completion of our investigation, if we find a billing error(s) has been made, we will make all required adjustments to your account and the adjustments will be shown on your statement. If we find that the charge you are disputing was valid, we will notify you in writing explaining the reason(s) why and the disputed amount will be placed back on your account.
Thank you for the opportunity to respond to your concerns.Customer Answer
Date: 06/14/2022
Better Business Bureau:
I have reviewed the response made by Synchrony in reference to complaint ID ********.Although I previously provided the basic information to Synchrony when disputing the charges,
I will be happy to provide any relevant documentation within the requested timeframe.
Sincerely,
***** *********Initial Complaint
Date:06/02/2022
Type:Customer Service IssuesStatus: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 been dealing with a fraud complaint with this bank since November 2021, they noticed that my card was being used to make payments for a large sum of money and called me to let me know, but my account or card had been used a month before, I have automated payments and since I didn’t used the card since May 2021 and paid full by June I did not checked my statement and the minimum payment had been made automatically. After they detected the fraud on november and I told them about the ones made on october, they are claiming that I authorized those because the card was on my possession, saying the payments were made with the card present. I told them it was not possible because I had the card with me and I only use it at the at home store, then one of the customer service people told me that if I could open the claim again and I asked which stores was the card present because it was used to pay utilities and some of those yoy can pay by phone or online, she assured me that all of the charges were with the card present, so I asked her if I could called the utilities and see if ai could get some info that could help my case, she said to go ahead and get as much evidence possible to see if they could help. I called electric and water companies from el paso and let me know they could only give info to the bank directly but they did told me the payments were made by phone. I have nothing to do with the accounts that were paid, I have told them infinite times that I only use the card at the at home store, I got it specifically for that use, it is not possible that I have to pay for something they had to detected when it happened. I hope you could help me because I don’t want to affect my credit with this.Business Response
Date: 06/15/2022
June 15, 2022Submitted via Better Business Bureau Website
Case Number: ********
Creditor: Synchrony Bank
On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on June 2, 2022. I appreciate you bringing this matter to my attention.
We previously responded to your fraud claim on May 13, 2022. For your convenience, a copy of our response has been enclosed.
Based on your BBB complaint, I forwarded your concerns to our Fraud Department to initiate another fraud investigation on the At Home Mastercard® account. Please be advised the additional investigation may take up to 60 days. At the completion of the investigation a letter of conclusion will be mailed to you.
Thank you for the opportunity to respond to your concerns.Customer Answer
Date: 06/15/2022
Complaint: ********
I am rejecting this response because:With this fraud investigation case it would be 3rd or 4th time they have given me the same standard response, which ends in them contacting me to tell me that either I authorized or benefited from the expenses made, even though I have already spoken to the utility companies at which the charges where made, and they responded that the charges were not made with a physical card, unfortunately they were not willing to provide me with a written statement as I didn’t have the account number the payment was posted against. They need to contact the utility companies directly so that they can confirm that no physical card was present, and that Im in no way related to the addresses to which the utility bills were paid using my credit card information. I have only used this credit card at “At Home”, they should be able to confirm with my purchasing history, and my credit score, I have no history of having ever missed a payment or making irresponsable use of my credit power.
Sincerely,
**** ***** *********Business Response
Date: 06/22/2022
June 22, 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 June 2, 2022. I appreciate you bringing this matter to my attention.
We previously responded to your fraud claim on May 13, 2022. For your convenience, a copy of our response has been enclosed.
Based upon your BBB complaint, indicating your dissatisfaction with the denial of the fraud claim on your At Home Mastercard® credit account, we referred your concerns back to our Fraud Department for review. Our Fraud Department concluded their review, and maintained their decision to deny your fraud claim. Records reflect that you previously indicated your card was in your possession, and the transactions occurred with the card present. A letter was sent under separate cover advising of the outcome.
The current balance on your account is $791.26. The next payment will be due on July 15, 2022. 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: 06/27/2022
Complaint: ********
I am rejecting this response because:As I have confirmed before, the card was in my possession at the time the fraudulent charges were done, since this card had only been used at the At Home store, it must have been cloned somehow during one of my visits. Even though your fraud investigation department claims to have done research on this, I went ahead and contacted the utilities at which the charges were done, both El Paso water and El Paso Electric confirmed via phone that the charges were done remotely and not with a physical card, I could not get a written statement from either of them because they said none of the bills paid using my card are under my name, they also did not want to disclose the addresses connected to the bills paid, they did however mentioned that your fraud investigation department can reach out to them to get confirmation of the remote payments. I have explained this in multiple occasions, but instead of performing a proper investigation and reach out to these companies you decide to blame me for charges I did not do. You can reach them at El Paso Water 915 594 5500 and El Paso Electric 915 543 5970.
Sincerely,
**** ***** *********Business Response
Date: 07/06/2022
PO Box ******
********* ******** ** **********
July 6, 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 June 28, 2022. I appreciate you bringing this matter to my attention.
Thank you for taking the time to speak with me on July 6, 2022. Your concern has been sent to our fraud department so a fraud investigation may be initiated on your At Home Mastercard® account. Please be advised the investigation may take up to 60 days. At the completion of the investigation a letter of conclusion will be mailed to you.
Thank you for the opportunity to respond to your concerns.Business Response
Date: 08/11/2022
Customer Service
PO Box ******
********* ******** ** **********
August 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 March 31, 2022. I appreciate you bringing this matter to my attention.
Based upon your recent correspondence to the Better Business Bureau, expressing dissatisfaction surrounding the denial of a fraud claim on your At Home Mastercard® account, the fraud claim was reopened for review.
On August 5, 2022, the fraud department concluded their review and approved your claim of fraud. The unauthorized transactions were removed from your account and a letter was sent advising the outcome.
These credits will appear on your August 23, 2022 billing statement. As of the date of this letter, your account reflects a credit balance in the amount of $212.97. You may apply this credit to future purchases, or we will automatically send you a refund check within 45 days, or you may contact customer service at (855) 411-4729 to request a credit balance refund be sent to the address of record.
Synchrony Bank takes fraud seriously and we regret any inconvenience you have experienced. Your concerns are important to us, and we strive to serve our customers in a timely and satisfactory manner.
Thank you for the opportunity to respond to your concerns.Initial Complaint
Date:06/02/2022
Type:Customer Service IssuesStatus: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.
On December 4, 2021, an individual by the name of ******* ******* used my Banana Republic Visa to charge a twin bed on *********** for $319.05. I reported this purchase to Synchrony Bank, telling them it was a fraudulent charge. I have no clue who this guy is and obviously is not an authorized user of my credit card. I did not make this purchase. Synchrony Bank insists that I pay them the $319.05, as I am told that it was delivered to my address. It was not delivered to me. Most likely this purchase was rerouted to another address, *********** has a page on their website dedicated to fraudulent purchases. Synchrony Bank has yet to provide me with a proof of purchase and proof of delivery. I have asked if this purchase was signed for upon delivery. I also asked if they checked with the carrier to verify if this was actually delivered to my address. They did not answer my questions. This fraudulent charge investigation has been going on for 5 months. I feel that I am getting the run around from Synchrony Bank. I have also contacted Walmart. I was told twice by Walmart that this is a fraudulent charge. Synchrony Bank still insists that I am responsible for this amount. This is a Visa card which has a zero-liability policy, yet we are still going in circles. I feel that the Synchrony Fraud Solutions Team is doing a very poor job with this claim. It has taken way too long to resolve it. I feel that they are not doing a thorough investigation of the situation. I will continue to fight this charge with Synchrony Bank. I would appreciate anything you can do to help me with this matter. Thank you very much. Sincerely, **** ********Business Response
Date: 06/14/2022
June 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 June 2, 2022. I appreciate you bringing this matter to my attention.
We previously responded to your fraud claim on May 9, 2022. For your convenience, a copy of our response has been enclosed. After a review of your concerns, Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response.
Based on your BBB complaint we reopened your fraud claim for an additional review for your Banana Republic Visa® Card. The additional investigation was concluded on June 10, 2022, with the decision to uphold the previous denial. Records show the merchandise was billed to and shipped to your verified address. A separate letter notifying you of the resolution was sent to your address of record and I enclosed a copy of this letter for review.
The current balance on the account is $325.77. The next minimum payment is due on July 4, 2022, for $29.00.Customer Answer
Date: 06/15/2022
Complaint: ********
I am rejecting this response because: this merchandise was never shipped to my address. Synchrony has been making presumptions on a $319.05 transaction for the last 5 months. It has been asked from them, on multiple occasions, for a proof of delivery and an investigation by the merchant as this individual is not an authorized user of my card. It is clearly fraud. Walmart has deemed this a fraudulent purchase, yet Synchrony is somehow unable to do so.Visa has a zero-fraud liability, so why would I go through all of this work on a $319.05 transaction if it wasn't fraudulent?
I will never pay for something I did not transact nor receive, and the letter that was sent to me by Synchrony was very poorly written and totally incorrect. The assumptions made to me in that letter were inappropriate. I find that they are not giving this fraudulent charge their total attention, and they are not providing their customer with any of the information that was requested from them.
Please have Synchrony do their due diligence and provide their customer a thorough investigation.
Sincerely,
**** ********Business Response
Date: 06/24/2022
Upon receipt of your correspondence and the concerns raised through the BBB, it is necessary for us to obtain additional information regarding the issues. We are presently awaiting documentation in order to resolve the issue and to respond accurately to your correspondence.
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: 06/29/2022
On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on June 16, 2022. I appreciate you bringing this matter to my attention.
We previously responded to your fraud claim on May 9, 2022 and June 14, 2022. After a review of your concerns, Synchrony Bank feels we have accurately addressed your concerns. Our position remains the same as stated in our original response.
You recently reported that you are not in agreement with status of your fraud claim; however, you did not provide any new information and/or documentation to support re-opening your case. If you have any new information and/or new supporting documentation that was not previously provided, please submit it to us and we will be happy to re-evaluate your claim. Should you require any additional assistance, please contact our fraud department directly at ***** ********.
Thank you for the opportunity to respond to your concerns.Customer Answer
Date: 06/30/2022
Complaint: ********
I am rejecting this response because: if you had a fraudulent purchase, you identify it to your credit card company. Fraud prevention at Synchrony Bank should have called me when the transaction occurred as it was an unauthorized user of my credit card. Please explain to me what further documentation is required from me and where are the details from Synchrony behind this purchase? I have requested proof of purchase, proof of delivery, was the item signed for upon delivery, and was the carrier contacted regarding proof of delivery, as this item was not delivered to my address.Also, please be advised that I am a senior citizen and am retired. I do not have extra money available to pay for a fraudulent charge, as Synchrony tells me I should. I have been a Banana Republic Visa credit card holder for many years. I always paid for my purchases, and I always will. But I cannot and will not pay for something that I did not approve, purchase, or take delivery on.
Sincerely,
**** ********Business Response
Date: 07/13/2022
Customer Service
** *** ****** ********* ******** ** **********
July 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 June 16, 2022. I appreciate you bringing this matter to my attention.
Based upon your recent correspondence, expressing dissatisfaction surrounding the denial of your fraud claim on your Banana Republic/SYNCB Card, we referred the account back to our fraud department for review.
On July 12, 2022, the fraud department concluded their review and approved your claim of fraud. A letter was sent to your address of record advising the outcome.
Our records reflect your account was closed per your request. Synchrony Bank takes fraud seriously and we regret any inconvenience you have experienced.
Thank you for the opportunity to respond to your concerns.
Sincerely,
****** ***** ****** *********** ********* ******** *********
Synchrony BankCustomer Answer
Date: 07/14/2022
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.
Sincerely,
**** ********Initial Complaint
Date:06/02/2022
Type:Billing IssuesStatus: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 a Credit Care? Synchrony Bank credit card. I made my first payment on March 31 2022 in the amount of $100.00 USD. This was much more than the $29.00 that is the minimum payment they were asking for. I made the same $100.00 payment again on April 29 2022, and again on June 1 2022. Synchony keeps saying that my payments are late, and charging me late fees. They say that they do not accept early payments, and all of my early payments do not count towards my monthly payment. Yet they take the money out of my bank account when I pay them early. They are trashing my credit score with this activity. I am a fully disabled veteran, living on a fixed income, and I pay all my bills on the first of the month because of this. The bank that is holding my account is located at *** ******** **** ***** *** ******* **** *****Business Response
Date: 06/10/2022
June 10, 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 June 2, 2022. I appreciate you bringing this matter to my attention.
As a valued customer, your concerns are very important to us. Although late fees were assessed in accordance with the terms and conditions of your account, in the interest of customer service and goodwill, I have issued credit for the late fee totaling $35.00. This credit will be reflected on your July 2022 monthly billing statement. Additionally, we previously waived a $29.00 late fee on April 29, 2022 in the interest of customer service and goodwill.
Please know, we have not reported a late payment history to the credit bureaus with regard to your CareCreditSM account. Your account is current, and the next payment is due on June 25, 2022, for $42.00.
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 25th of every month. Therefore, monthly billing statements are sent between the 1st and the 2nd 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 $100.00 was received on April 1, 2022, on the same date the April 2022 billing statement was mailed, the payment was not applied to the next due date of April 25, 2022. Additionally, as the payment in the amount of $100.00 was received on April 29, 2022, before the May 2, 2022 monthly billing statements was sent, it was applied to the previous billing cycle. Thus, you were charged late fees.
In order to prevent this from occurring in the future, you will need to make your payment after the statement is sent. If you would like to change your due date to a date that is more convenient to you, please contact Customer Service for assistance at (866) 453-9961.
Please be assured, your disability was not a factor considered in this matter. Synchrony Bank’s decisions, business practices and services are made in full compliance with fair lending laws and regulations. All our applicants and accountholders are treated consistently and without discrimination or consideration of any factors based on race, color, religion, national origin, sex, marital status, familial status, age, disability, because all or part of the applicant’s income derives from any public assistance program, or because of an applicant’s exercise of rights under the Federal Consumer Credit Protection Act.
Thank you for the opportunity to respond to your concerns.Initial Complaint
Date:06/02/2022
Type:Customer Service IssuesStatus: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 purchased furniture and a protection plan using my Synchrony card on May 30th 2021 that totaled 1617.09. I disputed one of the transactions (Protection Plan) totaling $250.53 with Synchrony after not receiving the service I paid for. I submitted a dispute with Synchrony Bank in November 2021. My first claim was declined in which I appealed. Synchrony bank mishandled my dispute documents and attached it to an old account that has been closed since 2017. I had to resubmit my claim and was told to mail my documents to a P.O box for the company in which I followed back up on after the 90 day wait time and was told there was no documents ever submitted. I then resubmitted my claim in January 2022 and faxed the requested documents and followed up after 90 days in which my documents were lost again. I resubmitted my claim in March 2022 and contacted Synchrony today on 06/01/2022 and was told conflicting information. I was told my dispute was resolved in my favor April 2022 but no credit was added to my account. I was then told by another representative that I needed to contact the company. I never received any mail or communication through my Synchrony online messaging. I was told I would have to wait 10 days to receive the letter in my online messaging account. After speaking to several representatives I am being redirected to the merchant who I originally was unable to get the issue resolved with. The resolution I am seeking is to have my account credited $250.53.Business Response
Date: 06/13/2022
** *** ****** ********* ******** ** **********
June 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 June 2, 2022. I appreciate you bringing this matter to my attention.
Pursuant to your BBB correspondence, we have placed your account into a dispute status, thus allowing Synchrony Bank to research your claim. Please note that the resolution process may take up to two (2) billing cycles to be completed.
While the dispute is pending, you do not need to pay the portion of the required payment that is related to the disputed amount, including related interest charges or other charges. Payment on disputed amounts will not be required, however, you must make payment on the portion of the required payment that is not related to the disputed amount. We will notify you directly in writing once a resolution has been determined.
Thank you for the opportunity to respond to your concerns.Customer Answer
Date: 06/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution temporarily satisfactory to me. Due to my poor experience with this company properly handling my disputes, I won't be completely satisfied until the dispute is closed on their end.
Sincerely,
******* ********Initial Complaint
Date:06/02/2022
Type:Billing IssuesStatus: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 my normal monthly payment to my Amazon Store Credit card # **** **** **** **** on 5/18/22. I realized the next day when I checked my checking account balance that I had accidentally paid the entire balance which overdrew my checking account by $633.07.I use that account solely for my bills so I never keep more than what I am paying. I called customer service on 5/19/22 to request a payment reversal. The person I spoke with said that she would submit my request and I would get a check in 7-15 days. I called today 6/1/22 to check the status as I did not see the reversal on my credit card account. The representative I spoke with today said that she did not see a request submitted for when I called on the 19th and said she would submit one today. This is unacceptable as now I would have to wait even longer. The first representative should have taken care of it. That was their only job and couldn’t get it right. What’s the point of working if you aren’t going to actually going to help customers with issues. I would like my refund to be expedited as this should have already been taken care of. I have provided a screen shot of my payment history.Business Response
Date: 06/07/2022
Customer Service
** *** ****** ********* ******** ** **********
June 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 June 2, 2022. I appreciate you bringing this matter to my attention.
In response to your request, a refund check was issued to you on June 1, 2022, in the amount of $633.07, due to the incorrect payment made on your account. This adjustment brings your account balance to $633.07. You will receive your refund check under separate cover in seven to ten business days from the date of issue.
On May 16, 2022, you scheduled an online payment in the amount of $633.07 to be processed on May 18, 2022. On May 19, 2022, you requested your payment to be returned to you because you did not intend to pay your account balance in full. Due to an error, your request was not processed on May 19, 2022. I sincerely apologize for any inconvenience or frustration this matter may have caused you.
Thank you for the opportunity to respond to your concerns.Customer Answer
Date: 06/07/2022
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.
Sincerely,
******* *******Initial Complaint
Date:06/01/2022
Type:Customer Service IssuesStatus: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.
ACT:************XXXX This account is inaccurate under 15 U.S.C. 1692g validation of debt. In addition, while the collector attempted to collect a debt that is not mine, they broke 15 U.S. Code �§ 1692k - Civil liability. Below I have attached the definition of the law as this is my right. Please have this inaccurate account removed from my credit as it is damaging my personal life or pay the $1,000 fine for breaking this law. 15 U.S. Code �§ 1692k - Civil liability (a)Amount of damages Except as otherwise provided by this section, any debt collector who fails to comply with any provision of this subchapter with respect to any person is liable to such person in an amount equal to the sum of- (1)any actual damage sustained by such person as a result of such failure; (2)(A)in the case of any action by an individual, such additional damages as the court may allow, but not exceeding $1,000 In addition under 15 U.S. Code �§ 1681o - Civil liability for negligent noncompliance (a)In general Any person who is negligent in failing to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of- (1)any actual damages sustained by the consumer as a result of the failure; and (2)in the case of any successful action to enforce any liability under this section, the costs of the action together with reasonable attorney's fees as determined by the court. Please delete the inaccurate account as this is causing me stress and has negatively impacted my credit and quality of lifeBusiness Response
Date: 06/07/2022
Customer Service
** *** ******
********* ******** ** **********
June 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 June 2, 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. Based on the below facts, we must respectfully decline your request to delete or modify the accurate information reported on your credit report regarding this Luxury/Synchrony Bank account. Furthermore, we must respectfully decline your request for any type of compensation.
You opened your Luxury/Synchrony Bank account on October 6, 2020. With respect to the verification of your account, enclosed please find copies of your monthly billing statements. These monthly billing statements reflect the transactions and payments applied to your account. Electronic payments were received on the account. In addition, you have a history of making payments on your account. These actions are consistent with someone who has opened an account and is responsible for paying its balance.
The history reflected on your Luxury/Synchrony Bank account is correct and has been accurately reported to the credit bureaus. We are obligated under the Fair Credit Reporting Act to provide truthful and accurate information to all credit bureaus. Further to the above, this letter is to notify you that we have examined the referenced account files and verified the account is accurate.
Monthly billing statements notifying you of this outstanding balance were sent to your address on the Luxury/Synchrony Bank account. The last payment Synchrony Bank received on your account was on February 26, 2021 in the amount of $230.00. Due to non-payment, the remaining balance on the account of $6,618.50 was subsequently charged off as a loss on October 10, 2021 and placed with Monarch Recovery Management. Should you require any additional assistance, please feel free to contact Monarch Recovery Management directly at (800) 220-0605.
Thank you for the opportunity to respond to your concerns.Initial Complaint
Date:06/01/2022
Type:Customer Service IssuesStatus: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.
My account number is ************** and this is a joint account with my husband, ********* ****. We pulled our TransUnion, Equifax, and Experian credit reports on 5/29/22. *********** reports are being updated monthly with the last update on his three reports being 5/2/22. When I pulled my TransUnion, Equifax, and Experian credit reports on 5/29/22, I discovered that you have not updated my TransUnion and Equifax reports since Jan 2, 2022. You last updated my Experian on 5/2/22. This issue is with my TransUnion and Equifax reports.Business Response
Date: 06/14/2022
** *** ****** ********* ******** ** **********
June 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 June 2, 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.
Upon receipt of your correspondence and the concerns raised through the BBB, it is necessary for us to obtain additional information regarding the credit reporting issues. We are presently awaiting a full review of the account in order to resolve the issue and to respond accurately to your correspondence.
On June 11, 2022, a credit reporting review was initiated. This letter is an acknowledgment of your correspondence and to advise you we are researching your concerns. Please be advised the investigation may take up to 60 days. Once the review is completed, we will respond to you accordingly.
Thank you for the opportunity to respond to your concerns.Customer Answer
Date: 07/05/2022
Synchrony-Lowes has updated my TransUnion and Experian credit file and I hope it will continue to happen regularly. You may close the complaint.Thanks,Initial Complaint
Date:06/01/2022
Type:Service or Repair IssuesStatus: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.
This account inaccurately reported from my credit report in 2 credit bureaus like Equifax, and Experian. SYNCB/AMAZON **************** Date Opened: 02/28/2017 I already reached out to them but still now there were no responses also sent disputes to the Credit BureausBusiness Response
Date: 06/07/2022
Customer Service
** *** ****** ********* ******** ** **********
June 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 June 2, 2022. I appreciate you bringing this matter to my attention.
Based on your inquiry, we have reviewed your account record and verified we have accurately reported your account history information to the major credit bureaus. Since we have reported accurate information pertaining to your account, we are unable to delete or modify the status as reported.
Although we sent monthly billing statements notifying you of your outstanding balance, we did not receive a payment after December 3, 2021. Therefore, due to non-payment, the remaining balance on the account of $896.89 was subsequently charged off as a loss on March 31, 2020.
On December 3, 2021, you were given an offer for a settlement on your account. The offer stated if you paid $224.22 by January 2, 2022, we would agree to waive your remaining balance of $672.67. The $224.22 settlement payment was received on December 3, 2021 and posted to your account.
In accordance with the terms of the settlement, the account is being reported to the major credit bureaus with a status of “account paid in full, was a charge off.” Please refer to your Settlement Confirmation letter you would have received for any additional details regarding your settlement.
The four major credit bureaus, Experian, Equifax, TransUnion, and Innovis, each feature a unique format for displaying account information. In addition, we are unable to influence the length of time data is presented on reports from the individual credit bureaus. However, we stand by the accuracy of our reporting. The last report to the credit bureaus for this account occurred on December 21, 2021.
We recommend you contact the individual credit bureaus for information about data reporting timelines and durations.
On several occasions, we responded to your concerns requesting additional information in order to research your concerns further. In the absence of our receipt of any specific information or facts regarding the dispute referenced in your letter, we will assume this response resolves the matter.
Thank you for the opportunity to respond to your concerns.
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