Consumer complaint received 2020-02-07
Company: SYNCHRONY FINANCIAL
State: GA
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I had an IRA maturing XXXX. I requested that the funds be disbursed as RMD as follows : 3 charitable contribution and balance to me via check. I indicated Fed Withhold on balance due me and no withholding on checks to charitable contributions. The following outlines my contact with Synchrony Bank : XXXX email ( via their secured site ) to make requests XXXX email from Synchrony indicating I needed to complete distribution forms form the 4 requests. No other form requests noted in email. 
XX/XX/XXXX send forms to Synchrony via snail mail XX/XX/XXXX call from Synchrony that they had received the distributions forms but I needed to complete G-4P form. We discussed the charitable distributions and when over the information contained on those forms. Voiced my displeasure that they had not mentioned forms in initial contact. 
XX/XX/XXXX G-4P forms completed and mailed, via snail mail XXXX I email Synchrony to ensure they were processing my request as maturity was XXXX XXXX email from Synchrony that I needed to set up a liquid MMA account before requests could be processed. 
XXXX called Synchrony to find out what was going on. " XXXX '' said not sure why letter was send, but she could not locate the forms. Even though I knew that someone at Synchrony had received them from the phone conversation of XX/XX/XXXX. Would I resend via their secured email. She did not indicate that I could only attach 5 documents at a time ; a fact I figured out after many hours of trying to send. However, finally I sent the distribution forms and well as the G-4P forms and received a notice that " email had been successfully sent ''. 
XXXX talked with XXXX, no forms received. 
XXXX resent forms received " successfully sent '' XXXX received email from Synchrony that  made no sense. 
XX/XX/XXXX received email from Synchrony that forms had not been received. Sent again. 
XX/XX/XXXX resend G-4P forms as they only received 1 or the forms even though all 4 sent at same time. 
XX/XX/XXXX talked with XXXX 3 times to determine where the forms were as they had not received even though I had gotten " successfully sent '' XX/XX/XXXX forms still not found ; asked for manager and began talking with XXXX. Explained problems. He would be looking into it. 
XX/XX/XXXX left voice mail with XXXX and spoke to him 3 times. Still no forms XX/XX/XXXX XXXX would be sending me a XXXX envelope this day to mail back forms. Also requested I set up Liquid IRA MMA because we were not going to make 10 day grace period before IRA rolled over. I asked XXXX if Synchrony would be waiving any interest penalty as the problems were caused by Synchrony. HE SAID NO HE COULD NOT MADE THAT STATEMENT!!!!!!!! 
XX/XX/XXXX Received call from XXXX, envelope delivery to incorrect address would be delivered next day. 
XX/XX/XXXX emailed XXXX to let him know delivery indicated incorrect address. 
XX/XX/XXXX Another email from Synchrony which made no sense. 
XX/XX/XXXX received checks from Synchrony for distribution. 
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX I continue to receive emails from Synchrony indicating they have received my distribution forms but need my G-4P forms. I have tried to relate to them they are a bit late, the funds have been disbursed. 
It appears quite clearly that Synchrony 's processes and systems are ineffective, outdated, inefficient, and totally incompetent.

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