Consumer complaint received 2022-03-10
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
Hello Consumer Affairs and XXXX XXXX XXXX I am submitting a complaint to you regarding XXXXXXXX XXXX XXXX XXXX. I have had credit XXXX XXXX on my PayPal Credit line and on my PayPal XXXX account. I initiated a debit cancelation claim for both PayPal credit lines to be paid off due to my XXXX due to a car accident I was involved on XX/XX/XXXX. I also submitted a second debit cancelation claim due to a second car accident I was involved in on XX/XX/XXXX. 
I was instructed by XXXX  customer service representative on XX/XX/XXXX to have the physician forms completed and signed by my doctor. I received the forms from XXXX  XXXX  customer service with assigned claim number XXXX. My primary care physician completed that forms back on XX/XX/XXXX I communicated with XXXX  XXXX  Customer Service representative multiple times regarding this claim via phone. I also sent them emails. I spoke with the customer service team in XXXX and XXXX XXXX. Shortly after that I could no longer reach XXXX  XXXX  customer service team by phone, XXXX  XXXX  website, nor by email I tried to upload my documents and physician forms to XXXX  portal. Unfortunately, when I attempted to access their website I received a web page error message saying the web page not found. I tried to reach XXXX XXXX  by email go multiple times. I received every time I sent an email that the email address XXXX could not be reached, mail delivery failed, and email inbox full error messages. I have tried to call XXXX  XXXX  customer service team at XXXX multiple times XXXX. Unfortunately I would constantly receive the message saying that they are having technical issues. We are working to have it resolved quickly and swiftly as possible. and to contact XXXX for service. When you call that number the number belongs to Synchrony Bank who tells me that they cant do anything for XXXX  XXXX is a third party they offer to their cardholders such as myself. This issues with XXXX  XXXX  has been unreachable since XX/XX/XXXX. It is now XX/XX/XXXX. That phone message is still stated to this day when you call XXXX  XXXX  customer service number XXXX How long does it take for a corporation to fix their technical issues? XXXX is still charging me for the XXXX  XXXX  fee on my borh by credit cards they are suppose to cover but are not.

I Mailed XXXX  XXXX  my Physian 's forms and medical suppprting documents for XXXX XXXX XXXX XXXX certified mail. Those documents was sent certified mail on XX/XX/XXXX. It was confirmed that XXXX  XXXX  received the certified mail XX/XX/XXXX. I still have not received any responses from XXXX  XXXX  company. 

Resolution : Pay off all credit card balances per my claim submitted and per XXXX  XXXX  XXXX guidelines states. 
Credit back insurance fees charged to my credit cards paid from XXXX XXXX due to company not in operations and not functioning due to technical issues per the phone recordingXXXX XXXX 
XXXX XXXX XXXX XXXX CC : XXXX XXXX XXXX XXXXXXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation