Consumer complaint received 2019-12-29
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/2019, Sam ' s Club offered a " One Day Sale '' in which they offered discounted merchandise, no interest offer, credit card promotional offers during this one day event. 

I was interested in purchasing a 65 '' XXXX TV on sale during this event. I was approached by a Sam 's club employee by the name of XXXX in Customer Service. He proceed to show me a Sam 's club promotion offer book " relating to Sam 's club One Day Sale ''. The promotion book demonstrated pictures of items reduced during this sale and pictures of a " Sam 's club Mastercard '' with a {$55.00} off today 's purchase offer. 

The Sam 's club employee stated if I opened a " Sam 's Club Mastercard '' I would  be eligible to receive {$55.00} off my purchase today, 5 % cash back for gas, 3 % dining and 1 % cash back on other purchases. 

I agreed to apply for the Sam 's club credit card due to the perks cited by the employee XXXX. I asked him if will get the black card specially on the front of their advertisement. XXXX responded " The black card is for plus members, you will have to upgrade your membership to receive that card specifically ''. My husband asked XXXX what do we need to do to apply for this card. 

My husband and I was not given any disclosures, notices or documentation relating to the card we were interested in applying for. The Sam 's club employee asked for my drivers ' license and social security number. 

Upon, the Sam 's club employee entering my personal information to complete the credit application he advised me I was approved. I was ready to utilized the perks as advertised by the employee for the gas, dinning and any other offers relating to the Sam 's Club Mastercard. 

On XX/XX/2019, I received a letter from Synchrony Bank dated XX/XX/2019 stating they were unable to " assign the best interest rate they offer to my account ''. 

On XX/XX/2019, I received a Sam 's Club Retail Credit Card, agreement, disclosure and welcome letter. 

This was not the credit card I applied for. This card was not offered to me at the time of application. I did not apply for their Sam 's Club Retail card. I applied for the Sam 's Club Mastercard on XX/XX/2019. 

I proceeded to contact the phone number provided on the introductory package from Synchrony Bank. I spoke to a customer service supervisor by the name of XXXX who stated " I did not have a choice in which card I applied for ''. He also stated the decision is based on approval. I advised him that Sam 's Club and Synchrony Bank have mislead me into approving a credit card with the wrong card benefits. The Sam 's club employee showed me a promotion offer for the " Sam 's Club Mastercard ''  and the card benefits was cited verbally prior to me agreeing to proceed with the application process. 

1. I was not afforded any Synchrony Bank/Sam 's Club disclaimers, notice, disclosure citing : Applicant does not have a choice in which card they apply for. 

2. The credit card benefits cited at the time of application was solely for the Sam 's Club Mastercard. I should have been notified by Sam 's Club and Synchrony Bank if I was not approved for the Sam 's Club Mastercard as advertised. 

3. I did not apply for a Sam 's Club Retail card as the card benefits greatly differ from the Sam 's Club Mastercard. When I asked Synchrony bank why wasn't I notified at the time of application why I was not approved for the Sam 's Club Mastercard they was unable to provide me with any proof they attempted to open a Sam 's Club Mastercard on my behalf. 

4. Synchrony bank failed to provide me with a denial letter or acknowledgement for my application for the Sam 's Club Mastercard. 

5. Synchrony Bank and Sam 's Club falsely represented the terms of the credit card I applied for. 

6. I refuse to believe the statement made by the Synchrony bank employee, I as the applicant have no choice in which card I apply for. I have a choice if I want to apply for a Mastercard or a retail card. There is a significant difference. 

7. I was told by Synchrony bank representative XXXX they can close the account and I need to satisfy the balance 8. This response is unacceptable and a gross attempt to avoid or acknowledge their responsibility is this problem. 

9. Synchrony Bank/Sam 's Club misrepresented the credit card application. They failed to notify me as the applicant that they would take it amongst themselves to give me another card at their discretion. I was approved for an entirely different credit card and if I wasn't approved for the Sam 's Club Mastercard then Synchrony Bank /Sam 's Card should have disclose to " me the applicant '' on XX/XX/19, they were not able to approve me for the Mastercard . 

Synchrony Bank/Sam 's Club should have afforded me the option to request/apply for the Sam 's Club Retail card for this application. That way the applicant does not have a " new revolving retail account via all 3 credit bureau 's '' that they did not request or apply for. This action taken by Synchrony Bank/Sam 's Club voided my choice to willfully/knowingly open the Sam 's Club retail credit card. 

This will negatively effect my credit report if the account is closed due to this error.

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