Consumer complaint received 2020-03-16
Company: SYNCHRONY FINANCIAL
State: KY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
I applied for a Mastercard through Synchrony Bank. I was denied the credit card. I was not provided an explanation for the denial. 

I applied for a Sam 's Club Business Mastercard in my business name. Without being informed, I was switched to a Sam 's Club store branded credit card. Synchrony Bank representatives informed me I / my business was DENIED for the Sam 's Club Business Mastercard. But, they refuse to provide me written notification of the DENIAL. I am unable to dispute the denial. I am unable to determine if any information used to process the application is incorrect. 

On or about XX/XX/20, I / my business joined Sam 's Club as a Sam 's Club + member, and applied for the Sam 's Club Business Mastercard in my business name. A Sam 's Club store membership representative completed the application on the membership rep 's tablet. I did not see the information they entered in the system application on their tablet. 

There was a problem with the application of a nature unknown to me. I got conflicting information from Synchrony Bank. I received a letter from Synchrony Bank that I / my business was DENIED the card because they were unable to verify my business phone number. I called Synchrony Bank. The representative informed me the bank never received the Mastercard application, that it was stuck in limbo at the Sam 's Club. 

I was directed to go to the Sam 's Club to resolve the matter. I returned to the Sam 's Club on or about XX/XX/20. The membership representative deleted the original application and prepared a new Mastercard application in my business name. This time, I viewed the tablet screen as information was entered. Several attempts were made. First, they completed the application for a consumer store brand card, rather than a business Mastercard. I pointed out the error. I specifically wanted the business Mastercard because of programs associated with the card ( e.g., 5 % cash back ). The Sam 's Club membership rep started a separate application for a business credit card. They entered in my Social Security Number, rather than my Employer Identification Number. I had to insist several times to enter in the EIN and DUNS number, before the rep entered the information correctly. 

About 30 minutes later, I was informed the application had been approved with a {$2500.00} credit limit. I understood this to mean I was approved for the Sam 's Club Business Mastercard, with a {$2500.00} limit. I was informed I would receive the card in 7 - 10 business days. 

Several days later, I called Synchrony Bank to delete the application for the consumer credit card. The bank rep informed me the application was deleted. 

Synchrony Bank switched my business to the Sam 's Club branded business credit card, without me being informed of the switch. The Sam 's Club branded business card DOES not have the same program benefits as the Mastercard. 

I've called Synchrony Bank twice ( Thursday XX/XX/20 and Monday XX/XX/20 ), speaking with supervisors both times. I perceive that they are feeding me a line of XXXX  XXXX, telling me that I was informed of, and accepted, the switch from the Mastercard to the store brand card. 

I WAS NOT informed of the switch at any time. Both supervisors clearly stated I was DENIED the Mastercard, and that they have no obligation to inform me of the reason for the DENIAL, because they issued my business a store branded card. They claim I was informed through the online application form, which was never shown to me by the Sam 's Club store reps. The Synchrony Bank reps claim they are not responsible for the actions of the Sam 's Club store employees processing the Synchrony Bank applications. The Sam 's Club store employees are representing Synchrony Bank when they process the credit card applications. As such, they must be knowledgeable of the bank policies, and conduct themselves as Synchrony Bank reps. 

I called the local Sam 's Club store on XX/XX/20. The store manager informed me there is a note in my business member profile that Synchrony Bank mailed me a letter on or about XX/XX/20, explaining the denial for the Mastercard. The Synchrony Bank rep with whom I spoke on XX/XX/20 says there is no such system information for the club personnel to access. 

Synchrony Bank did a Bait And Switch. I did not apply for the store branded card. I was never informed of the change. I do not want the store branded card. The store branded card is not the same as the Mastercard. It does not have the same program benefits. 

My business did not receive the credit for which I applied. My business was denied the credit, with no written explanation.

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