Consumer complaint received 2023-06-29
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
This complaint regards my XXXX store card with Synchrony Bank XXXX Synchrony Financial. 

I have tried for months to request that Synchrony correct their records such that my legla name be correctly represented in their systems ( and statements, and resulting reporting to credit bureaus ). 

I have called Synchrony dozens of times and spoken with Synchrony representatives at length for hours in my effort to support a resolution. 

I have faxed documents to Synchrony repeatedly. 

I have also mailed written requests and also ( as recommended by some Account Managers ) used their online web portal to submit documents clearly demonstrating my legal name ( including government-issued photo ID ). 

I have also explained at length a means to resolve the process gaps, operational gaps, compliance failures, false statements, and personal biases Synchrony 's representatives have demonstrated in my many, many interactions with them. 

Synchrony 's continued failure to correct its records ( and their repeated failure to either fully read my request or otherwise failure to accurately and effectively internally relay my request -- as they demonstrate by repeatedly responding to requests I haven't made rather than the one I have consistently attempted to have completed ) continues to result in problems for me and those that depend on me. 

In these months this much is clear : 1 ) Synchrony 's first line of support ( ostensibly provided by overseas team ( s ) /providers ) demonstrates either poor listening comprehension or inadequate training and representative support to allow for careful listening, documentation, and coherent response. Many of these first-line support representatives make false statements including false commitments regarding turnaround times and certainty about resolution. Some of them readily impose their own personal values and clearly exhibit biases, even as far as hanging up rather than support a request of a person whose life and needs do not match their own preferences. This is one of many ultimately unlawful areas of discrimination ( per U.S. law ) clearly reflected in a small number of m many exchanges with Synchrony.

2 ) Synchrony is disorganized in its handling of these requests. Despite dozens of documented calls, I often repeated my request in full detail including clarifications and the work of walking representatives through many things in which ( it seems ) they haven't been trained despite their important role in Synchrony 's compliance under the law and its nominal commitment to customer *support* 3 ) Even the Supervisors/ " Account Managers '' ( ostensibly in the U.S. ) lack the tooling and document/information integrity to access and reflect the history, gist, or details of customer requests over time. I learned that documents I provided multiple times were either confirmed received then later apparently disappeared -- or were never confirmed received. I have yet to come across anyone at Synchrony who identifies any accountability mechanism or these kinds of process failures -- it seems these teams are not resourced with and trained for the kind of organizational evolution that supports collective awareness and timely resolution of structural problems within Synchrony. 

While I have received multiple mailings ( physical mail ) and responses through Synchrony 's online web portal, I have yet to have a conversation with someone who has both the authority to fix the issue and the inclination to simply talk with me for a clear expression of the issue, the proposed fix, and the deep Synchrony problems reflected in my interactions with at least 4 different groups within Synchrony.

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