Consumer complaint received 2018-01-02
Company: SYNCHRONY FINANCIAL
State: NV
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
v Exit XXXX XXXX : CustomerXXXX : Initial Question/Comment : Hello ... My account is closed, yet I earned {$20.00} in cash back rewards ... how can this be rectified? 

XXXX XXXX : SystemSystem : Welcome to XXXX XXXX Card Live Chat. Your chat may be monitored and recorded for quality purposes. A chat agent will be with you momentarily. 

XXXX XXXX : SystemSystem : XXXX XXXX has joined this session! 

XXXX XXXX : SystemSystem : Connected with XXXX XXXX. Your Reference Number for this chat is XXXX. 

XXXX XXXX : AgentXXXX XXXX : Hello, XXXX. Thank you for contacting Synchrony Bank regarding the XXXX Store Card! 

XXXX XXXX : AgentXXXX XXXX : Let me check this for you. 

XXXX XXXX : AgentXXXX XXXX : I do see the account was closed on XX/XX/XXXX. 

XXXX XXXX : AgentXXXX XXXX : These are the previous rewards earned which are not active now as the account is closed. 

XXXX XXXX : CustomerXXXX : I understand this. However, I am making payments and earned that moeny. why is my account closed? 

XXXX XXXX : AgentXXXX XXXX : The account is closed due to returned payments on XX/XX/XXXX, XX/XX/XXXX due to insufficient funds. 

XXXX XXXX : CustomerXXXX : even though the account is now current? hmm ... I will be reporting this to the CFPB XXXX XXXX : AgentXXXX XXXX : Please allow me a minute here, please. 

XXXX XXXX : AgentXXXX XXXX : XXXX, please wait while I transfer this chat to my manager to assist you further. 

XXXX XXXX : SystemSystem : You are being transferred to another Agent. Please stand by ... 

XXXX XXXX : SystemSystem : XXXX XXXX has left this session! 

XXXX XXXX : SystemSystem : XXXX XXXX Operations Manager has joined this session! 

XXXX XXXX : SystemSystem : Connected with XXXX XXXX Operations Manager. Your Reference Number for this chat is XXXX. 

XXXX XXXX : CustomerXXXX : I really do n't need any further assistance. 

XXXX XXXX : AgentXXXX XXXX Operations Manager : Hello XXXX. 

XXXX XXXX : CustomerXXXX : I asked a question, it was answered, and now I am going to escalate the matter XXXX XXXX : AgentXXXX XXXX Operations Manager : I understand. 

XXXX XXXX : XXXX XXXX XXXX Manager : However I can explain this further. 

XXXX XXXX : XXXX XXXX XXXX Manager : XXXX, as explained that account can not be reopen to use the rewards. 

XXXX XXXX : CustomerXXXX : You as a company stated I would earn cash back, I made a payment that was returned, but was later rectified. However, not only was my account denied for a limit increase due to a collection that was fraudulent that has since been deleted from my credit report, but now my account is closed and you as a company are withholding the offer for the cash back that could have been placed on my account to assist with lowering the balance ... did I miss anything? 

XXXX XXXX : CustomerXXXX : Thank you, XXXX. I will no longer need your assistance.

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