Consumer complaint received 2022-07-06
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I am a consumer and accountholder with Synchrony Bank. Synchrony bank sent me a letter stating that my credit as pulled as my consumer was provided as per the letter that I received in XX/XX/XXXX. No disclosure or notice was made to me nor was my permission granted. The letter stated that Synchrony Bank was closing my account. I was laid off from work on XX/XX/XXXX, due to the Coronavirus pandemic for over XXXX year, and not one time have I EVER defaulted on my payments to Synchrony Bank. 

I called Synchrony Bank when I received the letter on XX/XX/XXXX, and spoke to a Representative who refused to investigate the matter any further in the Credit Department, not the Customer Service Department. 

My initial letter to look into this matter was addressed to the President/CEO, XXXX XXXX XXXX however, XXXX XXXX responded . Her position was confusing as her email states Senior Consumer Specialist and her mailed letter merely states Office of the President. 

In a review of XXXX XXXXXXXX XXXX letter denying my request to waive my balance and remove this account as Synchrony Bank unfairly closed my account, at no time did Synchrony Bank acknowledge the Federal/ Laws that I mentioned as XXXX XXXX XXXX letter continuously referred me back to Synchrony 's TERMS AND CONDITIONS and her letter shows no remorse. Her letter implies that I have no rights as a consumer, which violates Federal Law. 

The following Federal Laws that Synchrony Bank has violated : 15 USC 1602 ( k ) - The term adequate notice, as used in section 1643 of this title, means a printed notice to a cardholder which sets forth the pertinent facts clearly and conspicuously so that a person against whom it is to operate could reasonably be expected to have noticed it and understood its meaning. Such notice may be given to a cardholder by printing the notice on any credit card, or on each periodic statement of account, issued to the cardholder, or by any other means reasonably assuring the receipt thereof by the cardholder. 

As a result of the above-noted law, Synchrony Bank is in violation as Synchrony did not provide ANY adequate notice to inform me of their action. An electronic notification was sent to me on XX/XX/XXXX, stating that you already closed my account on XX/XX/XXXX. XXXX XXXX XXXX Letter reiterates the same fact that my account was closed on XX/XX/XXXX. 


15 USC 1691 ( d ) ( 2 ) ( b ) ( 6 ) - Reason for adverse action ; procedure applicable; adverse action defined- ( 2 ) Each applicant against whom adverse action is taken shall be entitled to a statement of reasons for such action from the creditor. A creditor satisfies this obligation by ( B ) giving written notification of adverse action which discloses ( i ) the applicants right to a statement of reasons within thirty days after receipt by the creditor of a request made within sixty days after such notification, and ( ii ) the identity of the person or office from which such statement may be obtained. Such statement may be given orally if the written notification advises the applicant of his right to have the statement of reasons confirmed in writing on written request. ( 6 ) For purposes of this subsection, the term adverse action means a denial or revocation of credit, a change in the terms of an existing credit arrangement, or a refusal to grant credit in substantially the amount or on substantially the terms requested. Such term does not include a refusal to extend additional credit under an existing credit arrangement where the applicant is delinquent or otherwise in default, or where such additional credit would exceed a previously established credit limit. 

As a result of the above-noted law, Synchrony Bank is in violation as Synchrony Bank NEVER provided the identity from the office from which such statement may be obtained- Synchrony only provided the company name and contact phone number. 

Please see attachments from Synchrony Bank and XXXX XXXXXXXX XXXX subsequent letter which violates both Federal Laws. 

I also find it odd and concerning that it took 3 days for XXXX XXXX further " investigate '' this matter... She acknowledged receipt of my email on XX/XX/XXXX which stated the following : 'We will be responding to your concern within seven to ten business days, '' and sent a letter on XX/XX/XXXX? This is not 7-10 business days. XXXX XXXX has never spoken to me verbally and only sent me one email and a letter that was completed 3 days later after receiving my complaint. Please see the attached showing the email correspondence from XXXX XXXX which contradicts the stated response time. 

My question to Synchrony Bank and XXXX XXXX : why were these " terms '' NOT disclosed when I opened this line of credit in the store? Was a Representative of Synchrony present and if so, who was this Representative from Synchrony Bank to disclose this contract that you are now saying that I have with your company, Synchrony Bank? I did this PRIVATE consumer credit transaction with Rooms-To-Go, they took this information and made it public to Synchrony Bank. Wouldn't my agreement be with Rooms-To-Go when this line of credit was opened in the Rooms-To-Go Store? Isn't that misleading to NOT have an official Representative from Synchrony Bank disclose ALL of the terms and conditions in order for a consumer to make an educated choice to continue with the agreement? I have one of the sale receipts and the Terms and Conditions only reflect the agreement between myself and Rooms-To-Go. No mention of Synchrony Bank. 

The " agreement '' that was NEVER presented to me in-store that was mailed by XXXX XXXX does not contain any clauses on accessing MY CONSUMER REPORT nor does it provide any terms that require a certain credit score and what is required to maintain this account. 

My first letter, after my unsuccessful call attempts to resolve this matter, resorted to me writing a letter to request that this closed account be removed and future payments are waived. As detailed and proven in my attachments, Synchrony Bank and XXXX XXXX XXXX continue to deny me my rights as a Consumer.

Company response to consumer: Closed with explanation