Consumer complaint received 2022-10-04
Company: SYNCHRONY FINANCIAL
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
-- -- - Opened new XXXX XXXX XXXX  XXXX on XX/XX/2022 to take advantage of a double reward promotion happening at that time and received temporary credit card to use while the permanent card was coming in the mail -- -- - Attempted to make purchase at XXXXXXXX XXXX XXXXXXXX on XX/XX/2022 for {$310.00} and received noticed there was a problem with the order and was required to verify all card information. After verification, purchase came back declined again. XXXX XXXX XXXXXXXX stated that expiration date and security code entered were being denied as entered -- -- - Contacted Synchrony Bank on XX/XX/2022 and confirmed all card information, including available balance and that there were no issues with temporary card. Representative stated that they had no transactions made on card at all. XXXX XXXX XXXX supervisor attempted to manually enter credit card information and purchase of {$310.00} was again declined -- -- - Attempted to make purchase at XXXX XXXX  XXXX again on XX/XX/2022 for {$310.00} and card was declined. XXXX XXXX XXXX  supervisor contacted Synchrony Bank who informed them that I had two credit cards with them and I was using an expired card -- -- - Contacted Synchrony Bank representative on XX/XX/2022 who confirmed that I do not have any other credit card open with them and the temporary card was not expired since it was just issued the day before. Representative offered no solution and informed me that I must wait for my permanent card to come in the mail if the temporary card keeps coming back declined. Requested to speak with Synchrony Bank supervisor. Supervisor stated that permanent card was activated the day the temporary card was issued before it was even mailed out or created causing all transactions to decline. Supervisor deactivated permanent card and stated that there would be no issues once the permanent card was received. Supervisor stayed on line with myself and XXXX XXXX XXXX  to ensure that transaction of {$310.00} went through -- -- - Purchase made with temporary credit card on XX/XX/2022 at XXXX for {$500.00} processed without issue -- -- - Paid off credit card balance of {$820.00} on XX/XX/2022 -- -- - Received permanent XXXX XXXX XXXXXXXX XXXX and activated card. Made purchase on XX/XX/2022 at XXXXXXXX XXXX XXXXXXXX of {$5100.00} -- -- - Received call from Synchrony Bank on XX/XX/2022 requesting that I verify purchase details to confirm purchase of {$5100.00} was made by me and representative had text message sent with verification link. After verbal and text verification was completed, representative stated that my purchase was fraudulent and my card was being cancelled and a new one was being mailed out. The entire reason I signed up for the credit card was a double reward promotion that would end before a new card would reach me. I was previously told to wait for a permanent card and that I would have no issues when it reached me, which is why I waited to make my large purchase until the permanent card came -- -- - Requested to speak with Synchrony Bank supervisor on XX/XX/2022. Supervisor put temporary release on credit card and stayed on phone while XXXX XXXX  XXXX was contacted to process {$5100.00} transaction again. XXXX sent new credit card with one day shipping -- -- - Received new XXXXXXXX XXXX XXXX  XXXX. Attempted to activate card on XX/XX/2022, but card was missing security code. Contacted XXXX XXXX XXXX and spoke with supervisor who provided {$50.00} account credit and sent a request to issue out a new card -- -- - Still have not received new XXXXXXXX XXXX XXXXXXXX XXXX as of XX/XX/2022. Spoke with supervisor XXXX who sent another request for a new credit card to be mailed out. USPS has informed delivery at address so card was not lost/stolen as they never received it to begin with. Supervisor did not care to listen or address concerns and seemed bothered that I requested to speak with her and enter a formal 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 explanation