Consumer complaint received 2021-09-14
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am writing this letter to make you aware of my disatisfaction with my recent experiences related to the account referenced above. Today, I contacted your customer service department for assistance with three issues : The card I received shows my last name first ; AND My XXXX  name is XXXX XXXX XXXX XXXX XXXX, on the card it is displayed as XXXX XXXX XXXX XXXX XXXX ; AND When I attempted to use the card last week at Walmart, a transaction for approximately {$63.00} was declined. To be clear, the complaint regarding rude customer service applies to the 1st person I spoke with. I spoke with three individuals this morning. The rude one was the first one. Unfortunately, I did not make note of her name. During the initial call, I advised the representative that my last name was first on the credit card and inquired as to whether or not this was correct. She advised me that it was not correct but that I would have to go into a Sam 's Club location to have them correct it on my Sam 's Club membership profile before they could reissue the card. I asked her if she was sure it was that way on my profile because I would have noticed that before. She said yes. So I stated I would log into the account since I was sitting here in front of the computer. When I logged into the account, I saw that my name was not backwards on the profile. She then stated to me that I had completed the application that way. I advised her that was incorrect because they gave me the application back at the store and I have it here with me and it is not like that. She then said " what difference does it make, if you have both names on there it shouldn't make a difference which one is first. '' I was quite shocked at this response. I could not believe your representative was speaking to me that way. It was as if I was intruding upon her day or asking for something unusual when in fact, I was asking for an error to be corrected. I then asked for a supervisor and instead of being transferred to a supervisor, she felt the better response was to disconnect the call. I called back and requested to speak to a supervisor and after some time on hold, I was connected with a supervisor. I advised her of what happened during the interaction with the initial representative ( again, please note it was the first one. The first one was rude, the 2nd one connected me to the supervisor and the supervisor was the 3rd one ). The supervisor stated she would be able to identify the first one based on a digital trail left on my account. I then explained to the supervisor the concern with my name and she stated that it was showing correctly from what she could see but that she would go ahead and reorder the card. While she was processing this request, I asked her to not complete the transaction because the next question also involved the card. As previously stated, the full name of my XXXX  did not print on the card. She advised me this is because there is a character limitation. I then said it is okay to abbreviate the XXXX  name to XXXX XXXX. She said I would need to send a letter requesting the change. I found this somewhat inconvenient because I should have been informed of the character limitation at the time the account was opened. If that were the case, I would have requested the change at that time. She then said the character limitation is not known to the member representative who sets up the account in the Sam 's Club. That seems to be not very smart let alone customer friendly. Why would they not know there is a character limitation? I can't believe I'm the first one who has run into this problem. Also, why should I have to compose this letter, send it to you when you are already correcting an error. So now after you receive this letter, you will be sending me my 3rd card. First card : new card. Second card : correcting your mistake to display my first name first and last name last. Third card : abbreviate the XXXX name to account for your character limitation. Does this make any sense? Please reissue a third card with the XXXX  name displayed as XXXX XXXX to account for your character limitation. Finally, I advised her that I had not been able to use the card because the transaction was declined in Walmart. She said she did not see anything on the account because authorizations disappear from the account in three ( 3 ) days. I reminded her there couldn't have been an authorization because the transaction was declined. She then said the process is the same and for me to call immediately next time. I advised her that I wasn't going to hold up the line in Walmart so I just used another card. She then said she understood but that I should call immediately after. So, here is my question : Why on earth would I chance using this card again if you can't assure me there is no problem? It makes more sense to just use a card that I know is going to work. Perhaps you have a way of finding out why this card does not work and letting me know how we can prevent this inconvenience from happening again? Today, on XX/XX/XXXX I received a letter stating I needed to send a request on letterhead requesting the name change of the XXXX. This was never my initial request. It is as if whoever sent this letter ( it wasn't signed - of course ) didn't even read the initial letter. Today i called to follow up on the letter and the " supervisor '' XXXX ( ID # XXXX ) was absolutely no help at all. She said they can only put the name of the XXXX  as it is listed on the application. Well, it was not listed on the application that way and it was not printed on the card correctly. I told her the way it is listed is no9t my legal XXXX  name. She said she could not help. I asked to speak with someone higher than her she said nobody is available. So here we are.

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 non-monetary relief