Consumer complaint received 2020-01-30
Company: SYNCHRONY FINANCIAL
State: RI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
I have several store credit cards that were with Synchrony Bank, specifically Amazon Card ending in XXXX, Lowe 's card ending in XXXX and Walmart card ending in XXXX. For the entire I time I held these cards, I opted in, and paid fees for their " credit protector '' service, which provided that should I become unemployed, my minimum monthly payment would be made, and if my unemployment lasted more than 3 months, my entire balance would be forgiven. 

On XX/XX/XXXX, I was laid off from my employment from XXXX XXXX. Prior to that date, I had been employed full time for 5 years, and had never been late on any of the above Synchrony Bank issued credit cards. I immediately filed for unemployment, and submitted a claim on all of my cards under their " credit protector '' service. I did not use any of the cards after I became unemployed. 

They made one or twXXXX payments on the accounts as agreed. 
My unemployment continued for a full 6 months, until I obtained new employment on XX/XX/XXXX. As I was unemployed for over 3 months, the balance on my accounts should have been forgiven in accordance with the terms of the " credit protector '' insurance. I mailed all requested documents to the insurer as requested, twice, but no further payments were ever made by the insurer, and my accounts went into collection status. Every time they called, I informed them of the credit protector insurance claim, but they would not listen to this, and just insisted I make payment. At this point, I became overwhelmed just trying to keep my mortgage paid, and I was unable to address this issue any further, as by this time, Synchrony bank had destroyed my credit, and now the debts have been charged off and sold to outside collectors who continue to harass me seeking payment of debts that were supposed to be forgiven under the terms of the " Credit Protector '' agreement. I have previously provided documentation to the credit protection insurer for Synchrony Bank on two occassions, with no acknowledgement that they ever received them. I also had a CareCredit account with Synchrony Bank which had a {$0.00} balance, which they also closed when they closed the other accounts, even though it was an account in good standing. 

I have attached the payment information for my final unemployment payment from the RI Department of Labor and Training, you can see the final payment was made on XX/XX/XXXX for the week ending XX/XX/XXXX and that the remaining balance on my claim at that time was {$0.00} meaning I had exhausted my entire 26 weeks of unemployment as of XX/XX/XXXX, which if you calculate back 26 weeks brings us to approximately XX/XX/XXXX which is approximately 1 week after I became unemployed and was first eligible for unemployment and filed my initial claim with Synchrony Bank 's " Credit Protector '' service I have also included a copy of my separation letter verifying the date I became involuntarily unemployed.

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