Consumer complaint received 2018-02-28
Company: SYNCHRONY FINANCIAL
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I have been contacting XXXX XXXX for months ( since XX/XX/XXXX ) to correct an error on my account. Each time I call, the person I speak to says there are no notes in my account from previous calls and that the promotional period is 18 months. I explain that I am trying to correct the error and the account was to be set up with a 24 month promotional period. I have asked to speak to supervisors and they refuse to help. 

They will not provide me with the business unit supervisor 's information to resolve the problem. They have now added on almost {$3700.00} in deferred interest. I told them back in XXXX that if it wouldn't get fixed that I would pay the account off. I continue to get told someone will call me back in 2 business days. It doesn't happen. 

I called again today XX/XX/XXXX. I spoke with two different people, XXXX and XXXX both supposedly managers. Both told me that there is nothing that can be done that I have to pay the deferred interest. I again asked to speak to their manager. I was made to sit on hold for over 15 minutes, then was told that I could not, that no one was available to assist me. They said that once again they will have someone call me back in 2 business days. I asked to speak to anyone that could help me and they refused to give me to someone higher up and that there was no way to waive the deferred interest I've been trying to get corrected. 

I asked for the address for the business unit that handles consumer complaints. XXXX stated they do not have a consumer complaint department, to just send a letter to the corporate offices. Of course they have a consumer complaint department, they are just refusing to handle the complaint. I asked for an email address for the person in charge of consumer complaints so I can send an email. XXXX stated they do not give out emails. I asked for a general email for that department. She stated there wasn't one. 

I asked mailing address and the person responsible for that department. I was told that they do not have anyone to again send it to the PO Box . 

I asked for the name and address or email address of the person who handles the business unit for consumer accounts. I was told that there was no one that was in charge of consumer accounts and to just send a letter to the general PO Box . 

I asked how can I be sure then it will get handled correctly if it is just sent to a general PO Box as this was a significant concern and I need to be able to communicate with the correct business unit. She just kept repeating herself telling me to send it to the main PO Box . 

This is how each of my contacts with them have been handled. 

When you call the customer service number, a recording tells you that after the call you can participate in a customer service survey at the end. I asked XXXX today to please put me through to the survey so I could respond to it. She hung up on me before I could complete the survey. 

This is deceptive and completely unacceptable. This is clearly a scam. I was deliberately stalled so that the interest would be charged to me. That is apparent. I will pay the balance on the card. I always pay my bills. However, it is not acceptable to charge {$3700.00} in deferred interest when I have been trying to get the promotional correction made for months.

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 monetary relief