Consumer complaint received 2020-02-13
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
In XX/XX/XXXX, I was one of the boatload of consumers who flocked to and applied for the Amazon Credit Builder card due to its purported merits. Attached is the Amazon 's website about this card. Amazon.com 's Website Upgrading from Amazon Credit Builder to the Amazon Store Card Customers can upgrade from the Amazon Credit Builder to the Amazon Store Card in as little as seven months. Synchrony Bank will automatically evaluate an account for an upgrade to the Amazon Store Card starting in as little as 7 months after an account is opened, subject to credit approval. Some criteria used to determine if your account is eligible for an upgrade include whether : You make 7 consecutive on-time payments on your Amazon Credit Builder account and pay all other bills on time Your credit file has no recent bankruptcy, foreclosure, repossession, or delinquent accounts Your credit score meets Synchrony Bank 's internal credit criteria Note : If your Amazon Credit Builder is upgraded to the unsecured Amazon Store Card, Synchrony Bank will automatically issue an unsecured Amazon Store Card account to you and refund your security deposit. Your Amazon wallet will be automatically updated with the new card number. You will not need to register to Synchrony 's E-Service Site again. Your existing login to manage your account will continue to work. There will be no new credit inquiry and no impact to credit score or age of the credit card account reported to credit bureau when you upgrade. In XX/XX/XXXX, I completed all of the requisite requirements, so I expected to receive a nay or yah from Amazon/Synchrony Bank in the near future. I decided to wait until XX/XX/XXXX to contact them in case I did not hear from them sooner. I contacted a Synchrony Bank rep on XX/XX/XXXX and she informed me that my account was eligible for the move from secured to unsecured credit card on XX/XX/XXXX so I asked why I had not heard anything ; she explained that she did not know but she would fastforward my request to the 'team ' that handles the Amazon Credit Builder Card . She told me that she could not transfer me to the team but for me to call back in five days to hear more about the decision. I called yesterday and was told by a CSR Supervisor that it could take at least 60 days to make the decision and that the decision was computer-based. I call foul on this for many reasons : 1 ) there is nothing on their website that states that it will take 60 days after the seven months to start the decision 2 ) how does a computer-based decision take nearly two months to make 3 ) it did not take the infamous 'computer ' sixty days to take the money from my account to start the process 4 ) I was told that it was a computer-based decision and that no person could override the decision, then why am I told later on that it would be referred to the person who makes the decision? Additionally, Amazon discontinued the program due to issues with agencies and people stating that they were targeting a disenfranchised group. https : XXXX I did not believe it so I decided to continue my account. But, this is exactly what Amazon/Synchrony Bank is doing ; they are a whimsical statement of we will or will not convert you to an unsecured credit card is a ploy to keep the hard-earned cash of the lower-income/disenfranchised consumer who has trouble getting credit elsewhere by being wishy-washy with the decision to upgrade to an unsecured card. I am not a person in that position so I am willing to take the hit and speak out about this horrible injustice. You would not do this to someone who had excellent credit, so what gives you the right to do this to the neediest ... the person who is trying to work on improving their credit. I am willing to speak out as I said about this issue ; I am either worthy and you upgrade my card now or please send me my deposit if I am not. Fortunately, I am in a place in my life where I am fine either way with you feel retaliatory and 'finding a reason why I do not qualify for the unsecured card '. But, either way, this antiquated 'it may take a computer 60 days to make a decision ' lunacy is unfair to the consumers who are most in need.

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