Consumer complaint received 2020-02-21
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
In XXXX, I opened a Synchrony XXXX account and was awarded a {$2000.00} credit line. 

I was told that I would be able to use the balance for an online purchase right away. That didn't turn out to be the case, the transaction I tried to carry out on Synchrony XXXX with the account was declined. 

When I called them to report the problem, they insisted it failed as I was trying to make a purchase without the actual physical card. I found that to be quite unlikely seeing as all the account information needed to make the purchase was available, so whether or not I had a physical card in my hand making an online purchase or not, was obviously not logical. 

I called back to speak to another representative to report what I had been told and verify it against the first person 's account that it would be usable. I was told the account should work, and that no, it didn't require the card. 

Over the next two days, I tried to make purchases but to no avail. On one occasion, a representative from XXXX called Synchrony to execute the transaction with them on the phone ( see attachment message from XXXX at XXXX ). 

On my fourth call to customer service over that time, I asked them to delete the account so it wouldn't show on my credit report, as they seemed to have issued me an account that was not functional at XXXX where it was supposed to be used, and were clearly incapable of repairing the error. 

At one point a year or so later, I tried to purchase a device on XXXX online and the account appeared in my available payment options. Curious, I attempted to use it but the purchase never went through, despite, apparently, the account still being open. I once again thought it was some sort of error that it still appeared available, but that it didnt work as it was closed. 

I couldnt check this, as the account was never listed in my Synchrony bank profile, where I have two other active cards. I have included a screen shot of that account overview where the card does not appear, also a screenshot of XXXX offering the card as a payment option as of today. 

So, not only did Synchrony issue me an account that was impossible to use, marking an inquiry into my credit for no reason, but they failed to close the account as requested, never sent me any statements and didnt include the account on my Synchrony profile. 

I found the account nonetheless existed as it turned up on my credit report seen from the XXXX XXXX app as two accounts closed from Synchrony XXXX. I had seen these XXXX closed accounts before, but thought it was my Synchrony Care Credit and Guitar Center cards that looked closed from when Synchrony took the accounts over from XXXX, as there was no indication it was XXXX. I was going to look into having that removed when I discovered this issue. 

As stated on my credit report, two separate accounts reported to have been opened on the same day, then closed on the same day Synchrony XXXX. 

Speaking with them today, XX/XX/XXXX, requesting that they inform the credit bureaus of the error both in the reporting of the account ( as it was dysfunctional ) as well as in the reporting of two separate accounts, whereas there was only ever one, they claim that they do not do that. 

They went on to quiz and taunt me in a snarky tone, as to how there was no record of me asking to close the account. He pressed me on how did I do it, as if calling their rep and making the request that they didnt comply with or notate, was my failure. No response to my query of how they should offer accountability for the account not functioning. 

The rep did tell me that apparently, there was a record of the account being 'lost ' a month or so later. He claimed that that was when they created a new card and a thus second account. Ive never heard of a replacement card causing a second account to be generated. I do not think this is accurate. 

Hard facts are : The account they provided me never worked and thus was inactive. They closed it due to inactivity, that inactivity being due to the fact it was unusable. They reported two accounts to the credit bureaus to have been opened and closed on the same day. 

These two issues, the fact that the account never allowed purchases, and they fact they reported two separate accounts are entirely Synchrony XXXX responsibility. They are refusing to make any attempt to rectify their negligence and repair the damage done to my credit report.

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