Consumer complaint received 2019-03-15
Company: SYNCHRONY FINANCIAL
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
The Card Security program with Synchrony Bank is a complete scam. I made a complaint previously but the situation has only gotten worse since, with their continued refusal to make a good faith effort to pay claims warranting a new complaint. It's hard to know where to even start. After finally getting the benefit form from Synchrony, which I had to demand MULTIPLE TIMES, they processed my application. It shows that it was approved. I received NO INFORMATION on the approval, I received NO INFORMATION regarding the payments I was approved for and I received NO INFORMATION on any further steps. 

The only reason I knew I was approved is because the online portal showed " approved ''. NO FURTHER INFORMATION PROVIDED. I then call into the call center to get more information. The first two times, I get people who are clearly incompetent and can give me no further information. The last call I made, today XX/XX/XXXX, the woman tells me that they will make two additional " courtesy '' payments. She can not tell me the amount of the payments, only that they will post " after my statement closes '' which will be AFTER MY DUE DATE creating a late payment. Apparently, them paying late and putting customers ' credit history at risk IS SO COMMON THAT THEY ADJUST THE LATE FEES BUT DO NOT FIX THE CREDIT REPORT. How horrible is it that people pay for insurance only to find out their credit history may still be harmed? That the company has such a disregard for their customer that they pay late? 

Then she told me that there is MORE PAPERWORK to fill out after the 90 days. What paperwork? She can't give me further information now. When will I receive it? She doesn't know. In fact, she looks and it shows in their internal system that I have received NO ADDITIONAL INFORMATION BEYOND A BENEFIT FORM AT ALL. There is no more information to be had except that my payment will post after the statement closing date - making it late for an UNDETERMINED AMOUNT that may even be less than my minimum. 

This is the worst part - all agents then advise me that, even though my claim has been approved and, even though their program says they will make the minimum payment - I SHOULD CONTINUE MAKING MINIMUM MONTHLY PAYMENTS ON MY ACCOUNT BECAUSE IF I DON'T THE ACCOUNT MAY DEFAULT. THEY ADMIT THAT THEY ARE A COMPLETE SCAM AND MAY NOT MAKE THE PAYMENTS PROMISED. 

This company needs to be shut down. There is no hope. It is my understanding the CFPB has already fined them for this scam, please know they are put this scam on full throttle now, charging a large premium and leaving customers with UNPAID BILLS, LATE PAYMENTS, COPIOUS AMOUNTS OF PAPERWORK AND NO CORRESPONDENCE ON WHAT FURTHER INFORMATION IS NEEDED FOR A CLAIM APPROVAL. 

Synchrony should be ashamed of it self for preying on the vulnerable and the CFPB should be ashamed of itself for not shutting them down when it had the chance. I sob sometimes because of what these people have put me through. Please note, I will also be sending a copy of this complaint to my congressman, senators and state representatives.

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