Consumer complaint received 2023-02-13
Company: SYNCHRONY FINANCIAL
State: NC
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:
XXXX  XXXX I opened a Synchrony Bank Care Credit Card to assist in paying for my wife 's XXXX  work in XXXX due to financial hardship in addition to the fact I was bringing in low/no income from NC Unemployment and was in the middle of a SSXXXXI case. In addition, I purchased the XXXX XXXX through Card Security ( another Synchrony Product ) for an extra approx. {$30.00} per month just in case something were to happen rendering me unable to pay the bill... such as becoming XXXX 

XXXX XXXX I was deemed XXXX  by the Federal Government which was retroactive back to XX/XX/XXXX and financial hardship become greater. 

XXXX XXXX I had to the XXXX XXXX because it became too expensive but was told by Card Security that I may have some if not all of the balance waived due to the fact that I am disabled. I was approved for a couple months to be waived but denied the full balance to be paid because I was not holding the CC nor the XXXX XXXX at the time I was deemed XXXX  ( XX/XX/XXXX )... 

It went on back and forth like this for many months as a received a few more payments waived but still the same denial for the whole balance as stated above. Each time, I advocated that my claim is valid arguing that it does not make sense since I did not need the Care Credit Card or XXXX XXXX back in XXXX of XXXX, I needed it in XXXX of XXXX ; but also that because I was deemed XXXX retroactively, XX/XX/XXXX should be covered and I am entitled to utilize the full balance payoff benefit. 

I called and escalated multiple times now for almost a year and climbed the ladder to the office of the president and CSR XXXX XXXX, who has since left with no further phone number or contact person and bumps me back to the XXXX # to start at the bottom. When I call, I'm able to escalate to a resolution team but refuse to give me any real Corporate Contacts info in order to get this resolved. 

This is discrimination against me considering I am legitimately XXXX- their loophole is false advertising and disinformation ( illegal ) combined with their unethical lack of accessibility to anybody that can actually help. It is unjust and wrong on so many levels. 

My question is that if my argument was not valid and I was/am not eligible to use the insurance, then why did they waive approximately 5-7 payments? 

It is disgustingly obvious that these companies purposely try to wear us down by sending us back into the bureaucratic cycle while corporate does nothing but sit back and collect their money. I've seen it over many companies too how Corporate refuses to deal with people like myself and count on us giving up. 

So never give up and keep fighting for yourself ... .the more people that do this will create a louder message for some policy changes that will travel up the chain.

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