Consumer complaint received 2023-06-19
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I contacted Synchrony Bank JCP last year in XXXX of XXXX. I was in the hospital for extended time. Because I am profoundly deaf, there's no option in the Hospital for me to call via TTY to touch bases with anyone during this time. A Social worker tried but Synchrony Bank Rep refused, and stated " Client must speak directly to us '' ( I was, I needed someone to be my ears ). He disconnected the line. We tried several times without any success. There are no Desktops or Laptops available for patients, they would have to bring their own smart phone or laptop- neither do I have any in my possession. In XXXX, XXXX, XXXX - multiple days and times, I tried calling Synchrony Bank via the FRS. 90 % the Rep just " disconnected the call '' or " placed on extended hold until there was complete silence until a Circuit Busy signal came on ''. Because I am a care-taker to my XXXX XXXX XXXX mother, and also a grandmother that has to watch her grandchildren while their parents worked. I just could no longer sit there for 2-3-4 HOURS ( not minutes, but HOURS ) waiting for a Rep to come to the phone. Then in XXXX of XXXX, I FINALLY, got a Representative on the PHONE! We went over the accounts, and I told her I can make payments on the JCP & Amazon ; and she learned I had been in the hospital without any ability to be able to contact ANYONE even with all attempts. I did not have online access during this time. I had my sister to login to my bank account to make payments. Since there's no USPS bills being sent anymore, there were no way for me to even KNOW how much was due, because all three Synchrony Bank accounts have their own passwords. She then stated they were going to send me the forms for me to sign ( they never came ), and in addition, I needed the JCP Statements for the past 12 months. None of the documents even arrived. While my Sam 's Club account was just fine, and due to my Daughter in Law, she was not going to help pay for her expenses used on my JCP and Amazon Store Card. Synchrony Bank already closed those two accounts, so I am making payments on it. Finally the opportunity to make payments on it after I spoke with Synchrony Bank via the PHONE directly, that they do not send papers, I could do it online. So in late XX/XX/XXXX, I finally made payment arrangements. Synchrony Bank was supposed to send me a statement showing me the exact amount and as agreed. There were no options to DOWNLOAD anything. So once again, for HOURS, waiting on the phone for a Rep when my time is precious, I have to run back and forth to take care of a XXXX XXXX XXXX mother, and run back and forth to take care of XXXX children. For some odd reason, it kept reverting to " online '' instead of paper. I FINALLY got a REP! That Rep was utterly rude to the FRS ( Federal Relay Service ) Operator. Kept speaking with a heavy accent, the Relay Operator had a terrible time understanding him. So I requested him to get his Supervisor, he placed us on hold, we waited and waited for over 4 hours, until we got a message that " The Bank is currently closed, please call us back during normal business hours. '' THIS CYCLE IS CONSTANT, REPETITIOUS, AND A VIOLATION OF THE ADA REGULATIONS! I've LOST county how many Representatives say 'WE ARE SORRY, WE CAN NOT ACCEPT THIS TYPE OF CALLS, WE MUST SPEAK TO THE PERSON DIRECTLY. ' ( THEY ARE SPEAKING TO ME. ) Then the Synchrony Bank Reps would even go so far 'TRANSLATOR, PLEASE ADVISE THE CUSTOMER WE HAVE LANGUAGE SPECIALISTS THAT CAN SPEAK DIRECTLY TO THE CUSTOMER. ' I SPEAK ENGLISH! THEN : For some odd reason, it kept reverting to " online '' instead of paper. As of Friday, XX/XX/XXXX, for some weird reason ( I think my cat had to trigger the answering machine ). I had received 3 Phone Calls from Synchrony Bank - one from JCP, Amazon, and Sam 's Club. Because the messages were left, I had to disconnect the phone and drive 5+ miles south of me for a hearing person to hear. EVERY.SINGLE.MESSAGE. was this : " Hello, this is Synchrony Bank ( JCP/Amazon/Sams ) . We need your Lawyer 's name and bankruptcy... ( message was very garbled, unable to hear the rest of it. '' Number One. There is NO Lawyer. Number Two. There is NO Bankruptcy. Number Three. I had already agreed with the payment plans for the JCP and Amazon Store Card. The Sam 's Club remains open. Because of this " UNUSUAL REQUEST '' from Synchrony Bank for " my lawyer and bankruptcy '' (??? ), they would no longer speak with me. My Sam 's Club is to remain open, the other 2 accounts, I am paying it off. They are VIRTUALLY IMPOSSIBLE AND ARE NOT ADA-FRIENDLY AT ALL! Once I learned what those messages were ( it was an Automated Robo/System call ). I tried to login and NOW ALL MY SYNCHRONY BANK ACCOUNTS ARE CLOSED AND I HAVE ZERO ACCESS! FOR SOME REASON, ALL MY PASSWORDS WERE CHANGED! Discrimination towards the XXXX & handicap? ALL TIME VIOLATION. I've lost count how many times the FRS Relay Operators had to battle against Synchrony Bank 's Reps. More often than not, these Reps just " hangs up '' or " places on extended hold ''. The FRS introduction is required by Federal Law, and I never get got passed to the origins of the phone call. Unable to login with my passwords, because they were all changed without my consent. I am no longer able to get my statements ( which never arrived, and I am now missing 32 month 's worth, from JCP and Amazon ). It took me a very long time to get a password, because they required this stupid phone number to send a code, and they still wouldn't allow me to change the password. As stated, I am still making payments as promised. THE BANK BREACHED everything! I have a reason to believe the Bank committed Fraud. For the Bank to go so far to state " We need your lawyer 's information and bankruptcy... .. '' ( whatever the ending message was ) THERE IS NO LAWYER. THERE IS NO BANKRUPTCY. YOU FAILED ON YOUR PART MAKING IT IMPOSSIBLE FOR A PROFOUNDLY XXXX PERSON TRYING TO TOUCH BASES WITH YOU SINCE LAST YEAR!

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 monetary relief