Consumer complaint received 2021-04-09
Company: SYNCHRONY FINANCIAL
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/2021, I purchased appliances from Lowes. They suggested that I open a Lowes store card ( serviced through Synchrony ) to receive 20 % back from the purchase ( {$100.00} maximum, which I met because my purchase was over {$1000.00} ) back from the purchase and 5 % savings on all other purchases. I was planning a few more major purchases, so I signed up for the credit card. I was approved fairly quickly, but then they had issues printing my temporary credit card so that I could use it to make my purchase and receive the {$100.00} back. The store was on the phone with representatives from the credit card company for over an hour trying to get the temporary card printed for my use. They were unsuccessful and I had to forgo the additional savings and use my everyday use credit card. 

On XX/XX/2021, I set up access to use my Lowes credit card online. I noticed that my overseas number ( I work in government ) was auto-populating, even though I never provided that number. I ignored it and I made my first purchase with my Lowes credit card. It was an order online, pick up in store purchase. I noticed on the receipt that they only gave me 5 % off the order, not the {$100.00} off the order ( this was another purchase of over {$1000.00} ). When I went to the store later that day, I made additional purchases while I waited for my larger, order online, pick up in store purchase. When I tried to use my Lowes credit card, the clerk told me that my Lowes credit card was declined. He said that he did not know why. I completed the purchase with my everyday use credit card and went to pick up the online order.

The online order payment was also declined due to fraud concerns. I was told by the store that I needed to call the credit card company to sort it out. I spoke with 3 people. The first explained to me that making multiple purchases in one day flagged my account for fraudulent activity. The second, who claimed his name is XXXX, told me that I need to verify my identity by taking a video of myself. sending a photo of my identification, and calling back with the approval. The last woman I spoke to claimed that her name is XXXX and said that I would need to wait for a letter in the mail, which will request that I send them identification and other documentation. 

If there was suspected fraudulent activity on my account, I should have been contacted immediately and made aware of the activity. I should not have been made to wait in Lowes for over an hour and have my purchases declined. When I needed to verify my identity, I should have been able to show it to someone at Lowes, not made to send a selfie video to people located who knows where, who didnt even notify me that there were concerns.

So, I was encouraged to open a store credit card and I have been unable to use it. The only impact that opening this store card is to lower my credit score, raise my XXXX XXXX, and waste hours of my time ( plus now having to wait auntie next week for items that I needed the next day, that will now delay my home project because the supplies are limited ).

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