Consumer complaint received 2022-08-05
Company: SYNCHRONY FINANCIAL
State: CA
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:
XX/XX/2022 : Called Synchrony Financial ( otherwise known as mysecuritycard.com ) to file a claim on my credit card protection program ( otherwise known as debt cancellation ). 

I was informed they were non-operational. I requested a refund for the month as I was not able to use it, specifically stating that I did not want a cancelation, but a refund only for the month I was not able to file a claim. 

The rep informed me that I would be receiving a letter in the mail letting me know if the refund was approved. She provided the website address for me to get information on the product since I did not receive anything at the actual time of purchase. 

XX/XX/2022 Contacted care credit to inform them of the issue, and to find out what could be done. Nothing. They insisted I call synchrony financial. 

XXXX XXXX : Synchrony Financial paid XXXX XXXX XXXX XXXX XXXX ) payment for us, because their site was down since XXXX, and we could not file a claim. 

We were told a letter would be sent to us letting us know if a payment was approved on our behalf and that a claim form would be sent out. 

We received nothing from them in the mail or otherwise. 

XX/XX/2022 Called Synchrony financial again to follow up. The site was still down. No word from anyone on refund or when a claim could be filed. 

I asked to be refunded for the XXXX XXXX payment, as well given that I could not file a claim. I specifically told them that I did not want to cancel the program. 

XX/XX/2022 Following up to file a claim, get a refund on the payment for XXXX, and have a claim form mailed. No new information was provided. 
XX/XX/2022 Following up to file a claim, get a refund on the payment for XXXX, and have a claim form. Asked to have a claim form sent out. I was given the opportunity to file a claim over the phone, however, I wanted to have written documentation of the process. No form was ever sent out for claim filing. 

XX/XX/XXXX : Synchrony Financial Canceled our XXXX without authorization or notification. I found out a month later while on a call with care credit. 

XX/XX/2022, XX/XX/XXXX, XX/XX/2022 Called Care Credit to find a solution. We informed them the XXXX was canceled without my authorization. 

I was eventually connected with an Account manager on XX/XX/XXXX, who agreed to stay on the line while I XXXX dialed Synchrony financial re : XXXX cancellation XXXX We were told I would get a call within 7-10 business days with an answer, and a letter in the mail. We received neither. 

XX/XX/XXXX : Synchrony Financial reinstated XXXX per our request following a XXXX phone call with the Care Credit  Account Manager. No notification of reinstatement was provided. No claim form was sent out. No phone call was made to us as promised. 

XX/XX/XXXX : Synchrony Financial canceled our XXXX without Authorization or notification a second time. 

XX/XX/2022 I contacted synchrony financial to find out what happened. In order to get straight answers, I told the representative who took the call that I would be recording the call. She said she would have to hang up, and did so promptly. 

I called Care Credit numerous times before getting to XXXX, an account manager who was willing to XXXX call synchrony financial to find out why the XXXX was canceled again. 

Synchrony Financial claimed Care Credit canceled it. XXXX at Care Credit claimed they no longer had the power to do that. 

I was told I would get a call within 7-10 days. I told them that I would not be receiving voice mail messages and that they would have to send out a letter for documentation purposes. 

We tried to confirm my address, they had my office address XXXX XXXX XXXX # XXXX, XXXX, Ca XXXX. All mail, including my XXXX gold and platinum statements, are automatically forwarded to me from this address, always. Nothing was received at either my office or my home address of XXXX XXXX XXXX XXXX # XXXX, XXXX Ca XXXX. 

XX/XX/2022 XXXX called me to follow up. I had not received any communications from synchrony financial. We decided to wait another week. In the meantime she would call them to find out what she could do and that she would call me on XX/XX/2022 at XXXX XXXX  to let me know what she found out. 

XX/XX/2022 XXXX called back at XXXX XXXX. There was no furthering of the issue. 

XX/XX/2022 I called Care Credit to talk with XXXX the account manager. I was informed she could help me no further as those were her detailed notes on the account. 

Upon request, I was transferred to XXXX, another account manager who also stated he could not help me. I explained the unauthorized cancelations and that this was fraud. He simply transferred me back to synchrony financial, the people who would not send out claim forms, canceled the XXXX twice, and hung up on me when I stated that I would be recording the call. 

XXXX I contacted the CFPB to find out which organization oversees Credit Card Protection programs. They told me I could file a complaint with them. Here is the complaint.

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 non-monetary relief