Consumer complaint received 2023-06-16
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
There were so many issues with these cards from the very beginning and Ill do my best to itemize them out so they make sense : 1. I applied for a credit purchase for an XXXXXXXX XXXX XXXX during the XXXX XXXX XXXX XXXX with Mattress Firm on XX/XX/XXXX. I worked with XXXX XXXX ( XXXX ) who confirmed the chair would be delivered in a few weeks to the address provided. XXXX confirmed payments for the chair would not happen until delivery of the chair was confirmed. 

2. XX/XX/XXXX, I received a letter in the mail that I was denied credit for the purchase and would not receive anything. 

3. Around 2 weeks later ( XX/XX/XXXX or so ), 2 separate Mattress Firm cards were delivered to my home, one ending in XXXX, & the other ending in XXXX, both for the same XXXX XXXX XXXX. I registered my account and set them both on autopay. 

4. After registering my account through the Synchrony portal, I saw the cards were somehow already over their limit, which immediately negatively impacted my credit. XXXX was approved for {$4000.00}, however the account showed a balance of {$4500.00}. XXXX was approved for {$5000.00}, however the account showed a balance of {$5300.00}. I called and the representative told me there was nothing she could do and to reach out to Mattress Firm directly. I called XXXX, who I made the purchase through, with no response. 

5. After a failed delivery attempt on XX/XX/XXXX, the chair was not delivered until the beginning of XXXX. My 1st payment was due XX/XX/XXXX for XXXX & XX/XX/XXXX for XXXX. I submitted my payment for XXXX for {$110.00}, and for XXXX the entire amount of the card was debited from my account = {$4200.00} on XXXX XXXX, XXXX. I called and the rep transferred me to a " manager '' who offered me a check for the full amount and assured me the debits will not continue. She confirmed there was an error in their system where autopay 's were defaulting to fully charged amounts. She apologized and offered to send me a check for the full amount. In fact, shortly after my 1st payment and the mistaken charged off payment Synchrony closed my 2 accounts on XX/XX/XXXX, with no explanation. 

6. The check arrived and since the debit deleted, I didn't deposit it. However, over the next few months, my account continued to randomly go negative for the {$4200.00} amount and I called at least multiple times requesting resolution to this situation. I called at least 7x and was immediately disconnected. I called back and was unable to get to a manager as they allegedly are unable to provide direct numbers. I didn't want to make payments on the account when they were continuing to debit my account for fear of overpaying. Plus the account had been closed, so I honestly didn't know what to do as none of my concerns were addressed and my credit was continuing to be affected ; not only by the overcharged accounts, but now for missed payments, late fees and interest. 

7. In XXXX, I called and spoke to a lady who was finally helpful and confirmed with all the issues she would dispute the affects to my credit and would ensure they were fixed. This way I can make normal payments. No such update has been made on my credit. 

8. I also had a JC Penny card XXXX through Synchrony with perfect payment history which was closed on the same day for no reason. They are not associated in anyway and I asked for resolution of this as well, no assistance was received. 

9. I have called Synchrony at least 30x since XXXX XXXX- XX/XX/XXXX trying to maneuver their systems to get to someone who can assist and they all either disconnect the call, forcing me to endure all the prompts all over again, or they say they will send me to a manager who tells me they are unable to assist me.

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