Consumer complaint received 2019-06-14
Company: SYNCHRONY FINANCIAL
State: OH
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/XXXX I called Synchrony Bank about Promotion Offer Number XXXX I received in an e-mail. I asked them about the details section of the offer and if it was for one time or as many purchase as I make. The person I spoke to said it was for as many as I make over {$690.00} and keep the account open and in good standing. I said thank you and hung up. 

On XX/XX/XXXX I made six ( 6 ) purchases for {$700.00} on my Synchrony Bank XXXX XXXX to claim the {$100.00} statement credit on purchases made with the card over {$690.00}. 

Two months later I saw one ( 1 ) of the six ( 6 ) statement credits be applied to my account. 

On XX/XX/XXXX I called into Synchrony for help and to see where my other five ( 5 ) statement credits for {$100.00} each were at. I was transfer to an Account Manager named XXXX. She asked me to fax the promotion offer to her and she will re-submit the claims for me. I faxed the promotion offer to XXXX attention Account Manager XXXX. 

On XX/XX/XXXX I looked at my most recent Synchrony statement and saw that none of the account statement credits have yet been applied. I called back into Synchrony and was given a run around about what is going on. I was given a number to call of XXXX. I called that number and was directed to a supervisor named XXXX. We spoke about why I was calling in and told her everything I've told everyone else. She said that her system says that the offer is good for one per household. I asked her how was I supposed to know what her system says? She told me its my issue to deal with and there is nothing she can do because she is unable to see the promotion offer details. I read her the details over the phone and asked her if anywhere I said " limit one per household '' then asked her if I should know what her system says when I can not see it. She said " no, you should not have to know what our system says ''. I then asked her if she knew what the following terms meant of misrepresentation, false advertising and fraud. She admitting said she did and I asked if I could read her the definitions to her off the Federal Trade Commissions website. She said yes. After I read them to her I asked her if this situation as she understands it applies to each of those terms. She said " yes this does but my system says one per household ''. She told me to fax her the promotional offer and my rebate claim tickets to XXXX attention XXXX and that she would contact me in about XXXX business days. I told her I would do just that. 

On XX/XX/XXXX I faxed the promotional offer and the rebate claim tickets to XXXX On XX/XX/XXXX I called XXXX to get a status update as I was never contacted by XXXX. I was connected to another Supervisor who told me that the system says " one per household '' and I should have known this. That there is nothing else I can do but pay for what I bought. I told him that I would be making a claim with the Federal Trade Commission and the Consumer Financial Protection Bureau. He said " good luck and have a nice day ''. 

From what I have gathered from this company is hoping I either forget about the promotions I applied for and rightfully am owed or just give up and pay.

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 monetary relief