Consumer complaint received 2020-08-09
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: Problem with rewards from credit card

Complaint:
As part of the XXXX credit card cash back, XXXX operates a cash back shopping portal. Using the XXXX button, a software extension for a web browser, you earn a cash percentage of your purchases made when activating the button. This is then transferred to your credit card partner, XXXX XXXX, in quarterly points payments. 
I made many purchases using XXXX button XXXX through XXXX, all were credited to my XXXX Earnings Balance. I also received an email confirmation after each purchase confirming the cash back amount for the specific order, example Great New! You just earned {$25.00} Cash Back. XXXX {$25.00} Order Number XXXX Online Order Date XX/XX/XXXX. All orders were listed on the Shopping Trips page of the XXXX site, listing date, merchant, shopping trip # and had a Check Mark next to Cash back indicating Cash Back was earned on the purchase. 
Cash balance was scheduled to be transferred to XXXX XXXX on XX/XX/XXXX. 
On XX/XX/XXXX, {$1200.00} cashback for 51 orders was deleted from my balance. 
No notification was given. Per the terms and conditions account adjustments can only be made for returns and cancellations none of these orders were returned or canceled. 
I contacted XXXX via their web site help system. XXXX in member services replied there was a limit of {$2000.00} in purchases per month, and the cash back would not be awarded. 
This limit was not in effect at the time of purchase. It is also not specified, and still not listed when using the XXXX button, which is how I made the purchases. Even now, using the XXXX button you are not notified of any limit and in fact receive a notification cash back is earned. 
XXXX replied, XXXX will contact the store to verify the order, and will reply in 45 days. 
I explained this order was already verified, I received an email confirmation from XXXX, it was listed on the XXXX Shopping trips on my account, and I also forwarded a copy of the receipt for all orders. No response from XXXX. 
XXXX has announced they are closing their business on XX/XX/XXXX. 
This seems like an attempt circumvent paying out the cash back owed. 
Per the terms and conditions, purchases between XX/XX/XXXX and XX/XX/XXXX will be paid on XX/XX/XXXX. 
I am owed an additional {$1200.00}, XXXX points, for purchases before XX/XX/XXXX that were credited to my XXXX account and then removed without notification or justification. My account currently lists XXXX points will be transferred to XXXX XXXX on XX/XX/XXXX, the correct amount is XXXX. Please transfer the correct amount. 

XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX

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