Consumer complaint received 2023-03-08
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Synchrony Bank needs to give me access to my XXXX ( # XXXX ) and CareCredit ( # XXXX ) card accounts. 

Its system does not recognize my login. For my CareCredit account, I have to log in as a guest. Before I received a paper statement, I could not do the same for my XXXX account because I never had a physical credit card. I didnt know the 16 digits of the card to log in as a guest. Through other cards, XXXX and XXXX credit cards, I have received unauthorized charges for purchases on XXXX. For this reason, I have to verify if the statement is not fraudulent. 

Synchrony XXXX Credit card On XXXX XX/XX/XXXX, I received an email from Synchrony Bank stating I had a {$32.00} balance. Because I last used the card quite some time ago, I tried to log in to verify the charges, but the system stated that the account was unavailable at that moment and that I should try later. I didmany, many times. 

I contacted Synchrony XXXX customer service and could only reach their electronic system. I needed help getting a human customer representative to reset my login information. I contacted them many times by phone. Once, I could talk to someone who immediately transferred my account to XXXX customer service instead of XXXX Synchrony Bank. The XXXX representative stated they had no access to my XXXX Synchrony Bank. 

Again, on XX/XX/XXXX, I received a new email stating that my balance was now {$62.00}. Once again, I contacted the Bank through their website and by phone. When I logged in, their website kept giving me the same message : It was unavailable, and I should try later. This time I took a picture I am attaching. 

Once again, on XX/XX/XXXX, I received a new email with a {$100.00} balance. On XX/XX/XXXX, it increased to {$100.00} None of the attempts to login into my account or to talk with a human customer representative have been successful. The emails only provide the last XXXX digits, but I needed the whole account number to log in as a guest. 

Due to their lack of available customer service for their clients, I still need to be able to verify if the charge is mine or if it is fraudulent, as have been the charges in my XXXX and XXXX credit cards. 

A week ago, I received a paper statement that included the XXXX digits needed to log in as a guest. I paid the original {$32.00}, even though I wonder if it is a valid charge. 

Synchrony XXXX has seriously damaged my credit score. They reported a lack of payment, and my score dropped XXXX  points. 

Synchrony CareCredit card On XX/XX/XXXX, I accepted a CareCredit XXXX XXXX XXXX in which I would not pay interest for six months. In XX/XX/XXXX, when the promotion expired, I tried to login into my credit card account, but it was freezed. After several login attempts, I could not pay the monthly charge and received a late fee ( {$29.00} ). The Bank locked me out of my account, and I could not transfer the balance to another card, as it was my intention when I tried to pay my bill. 

On XX/XX/XXXX, CareCredit received a Balance transfer of {$3600.00} from my XXXX Account, which paid the balance in my CareCredit account in full. 

After receiving the full payment due on XX/XX/XXXX CareCredit, it charged me {$700.00} in interest. 

Attempts to contact them by phone were unsuccessful. Their electronic Answering system does not allow talking to a human that can resolve any problem the customer needs to address. 

Since XXXX, once or twice a month, I have contacted CareCredit by phone to fix my login information because it is difficult to go around their system to pay my bill as a guest because I do not have direct access to my account.

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