Consumer complaint received 2022-10-26
Company: SYNCHRONY FINANCIAL
State: KY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
We opened a credit card account at XXXX and XXXX. The credit card company is SYNCHRONY BANK. The bank is the issue. We were supposed to get 20 % rewards. 10 % is typical, but the other 10 % was during the promotion at labor day. XXXX purchases on XX/XX/XXXX. XXXX for XXXX and the other for XXXX. Based on this we should have received. We should have received about XXXX. We received {$580.00} in reward points. 

We paid off the credit card within a week or XXXX. 

We called on the following dates. 

XX/XX/XXXX - Inquired how the reward points would be provided. Told it would be XXXX billings cycle. XX/XX/XXXX. 
XXXX - Contacted SYNCHRONY BANK through online chat. Told them it seems to be an issue, since I see 10 % pending and not 20 %. They said there is no issue. I'll get rewards by XX/XX/XXXX. 
XX/XX/XXXX - Similar chat as XXXX. My reward point for the 10 % sometimes disappears, and sometimes pending. 
XX/XX/XXXX - Similar response as previous days, but hoping a call would get a different response. 
XX/XX/XXXX - chat - No new info. 
XX/XX/XXXX - 10 % rewards show up. Not the other 10 %. Called in and was told the first time that it was 1-2 billing cycles. First time I was told two billing cycles. Seemed like something was wrong here. 
XX/XX/XXXX - Called again. Said it would appear on XXXX billing cycle XX/XX/XXXX. They issued us a letter. The letter stated : " Dear XXXX XXXX, Thank you for your recent inquiry regarding your XXXX and XXXX! XXXX XXXX account, and the opportunity to be of service to you. 

We are pleased to inform you that your request has been processed. Please see below for the details of your request. 

Please allow up to XXXX billing cycles for the bonus rewards to reflect on your account from the end of the promotion date. 

We appreciate you as a valued XXXX and XXXX! XXXX XXXX customer and hope you will continue to shop with us. If you have any questions or if we may be of further assistance, please contact us at the toll free number below. 

Sincerely, Customer Service Department XXXX '' XX/XX/XXXX - Called and was told the rewards would show up XX/XX/XXXX XX/XX/XXXX - Called and was told " well in is still XX/XX/XXXX, it could still show up anytime ''. We pressed for more info but was denied. No managers worked that day ( Sunday ). 
XX/XX/XXXX - Called and spoke with two managers. Told by the highest manager that he agrees with everything we said. Gave a {$50.00} credit. However, he could not help us. The people in the " back office '' who makes these decision can not be called by us or him. No one would call us back to follow-up. No email would be send. We could not communicate with anyone else. Were told to just sit and wait. We asked how long should we wait? He said he did not know. 

XX/XX/XXXX - Contacted Crate and XXXX XXXX complaint line. They apologized and said they would look into it but they can not make SYNCHRONY BANK do anything. 

XX/XX/XXXX - Online chat with SYNCHRONY BANK ( XXXX ) The customer service rep did not know what I was talking about and had to give details exactly what the promotion was and language regarding the promotion. After I did so, first tried to tell me that the rewards were due XX/XX/XXXX. I copied and pasted the language from the letter ( from XX/XX/XXXX ) and finally agreed it was due to us XX/XX/XXXX or XX/XX/XXXX. However, she could not escalate or see the actual status. She could request for this to be reviewed, however that would take 1-2 additional billing cycles. I told her I did not want to do that. Supposedly others are looking into it, but that is doubtful. I them told her I will be contacted the CFPB for help. She said that she would let her manager know ( for whatever that is worth ). She also said " If I have all the access on instantly processing the Bonus rewards, I would have processed it already. '' Every customer service rep I talked to agreed that I am owed the rewards and apology for not getting them. However, not one of them could take actionable steps to fix it. The can resubmit another request which restarts a 1-2 month timeline again. 

There appears to be a glitch in the system, and no one knows how to fix it. Or they are crooks. The online reviews of the company are terrible. 

Thanks,

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