Consumer complaint received 2021-09-04
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I needed a laptop for a job. Went online to the XXXX XXXX  and was presented with the option if obtaining a Synchrony Financial financing credit card since the two companies had joined forces.. I applied and filled out an exhaustive amount of personal info and was approved. I purchased the laptop without any issues and paid to ship it expedited due to work. After a week or so I hadn't received the laptop nor any updates from neither XXXX nor Synchrony Financial. 
I checked my XXXX XXXX  to discover that not only was my order canceled all of my credit cards including my Synchrony Financial card were frozen. I couldn't use any of them. Everything from my power, cell phone, subscription to critical services were getting rejected, amassing fees, and some even being canceled all because of the following, admitted to mistake by XXXX and Synchrony. XXXX said they did this for my protection. You see XXXX a day or two later initiated this cancelation without even notifying me that post purchase they wanted me to send them a picture of the Synchrony Financial card else they cancel that and all my accounts. I tried calling XXXX but they told me to contact Synchrony. I contacted Synchrony but they won't attend to me because I don't have the card info. I called again as a non customer and was told it takes 8 to ten days after one signs up to get the Synchrony card. Synchrony never bothered nor did XXXX to take note of this as it's physically impossible to comply with the screenshot of the physical card as it takes 8 to 10 days to receive it. So for the entire XXXX holiday and new years I suffered unwarranted charges and cancelation of services as well as an inability to buy any gifts because my use of my cards were restricted and frozen, not to mention online was the only option to obtain things because this was at the height of the pandemic. I wrote the CEO of Synchrony bank as I work in Payments and she was on my XXXX. I pleaded with her as this would effect not just myself but all customers going to the XXXX XXXX  and financing through Synchrony. A rep from Synchrony contacted me and I explained the issue to her and she said shebwould let XXXX XXXX the CEO now Synchrony Financial board member know. Never heard back, never had any of mybother questions answered so I waited and finally received my card. I provided it to XXXX and was asked to wait two months for the laptop as it was no longer in stock. They tell me this naturally after the order is placed and you can't back out. I loose my job as I can't start without a working laptop. I pay all my fines and restart my services that were canceled. When I get the laptop it's not working and contact XXXX several times and they trouble shoot but are unsuccessful in fixing it but refuse for untold reasons not to send me a replacement or repair mine despite its warranty covers that and I even paid for insurance on it. 
Meanwhile I get billed by Synchrony via email and I attempt to make a payment but the link in the email asking for payment doesn't work. I'm like come on. I spend hours once more trying to get somebody at Synchrony to help me but again because I don't have a valid account number they won't attend me. I write their current ceo Mr XXXX, write XXXX again, post on XXXX, and wrote their legal team as well. After one month I get an alert that Synchrony has put a negative mark on my credit score which after much work I had improved over the years. It shows an open line of credit opened and closed for my initial order which is my understanding is the worst kind of mark and then shows another negative mark for missed payments dating back to my purchase. Reps call me for payment and I tell them the issue they say make a payment and we will inform them. I do and they don't. I write the legal team again since they are the only ones who respond to me. They get some lady to walk through what I have shared. They see the link doesn't work. They acknowledged my card is not showing up under my name. We try a handful of things none work. Nothing has been resolved. I have suffered Financial harm, stress, lost work, and couldn't lease the car I needed for another job because Synchrony doesn't give a XXXX  XXXX about their customers having their accounts frozen or credit destroyed by them despite the fact its unwarranted. Now I get debt collection recovery services calling on their behalf at least 4 to five times a day during working hours. Both XXXX and Synchrony share blame. I wrote the California state attorneys office and they reached out to XXXX who wrote back and admitted to all I have shared here but went on to flat out lie stating they were working closely with me to resolve the issue. I haven't had anyone help me from either side except for that one rep from Synchrony who was insulting and rude the whole time because she could see I was right I need help with both but if only one foe the moment it has to be Synchrony. It's been almost a year and my current work and credit is being unlawfully impacted by their arrogance since most if not all Merchants are responsible to no one and take liberty to score over the public and they get away with it.

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