Consumer complaint received 2018-10-29
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
I have been a XXXX XXXX credit card holder for almost 10 years if not more. I would like to memorialize my complaints which thus far have been dealt with piecemeal over the Synchrony chat agent and phone calls with the Synchrony Customer Service and Fraud departments, all of which have been quite useless. 

My card ending XXXX was due to expire in XX/XX/XXXX. I primarily ( almost exclusively ) use this card for my business expenses and most of the transactions are automatic recurring charges for my software programs, office services, car insurance, etc. These are the lifeblood of my business as an attorney in private practice in XXXX XXXX, CA. By XX/XX/XXXX, I had not received a replacement card at my mailing address of XXXX XXXX XXXX, XXXX XXXX, CA XXXX. This has been the mailing address on my account for, I believe, the entire time Ive had the card. I have previously received statements and cards at this address. 

On XX/XX/XXXX, I chatted with a live chat agent who informed me a card had been sent in XX/XX/XXXX, which I never received. I was told that for my security the account number would be changed, my old account closed, and I would receive a card in 7-10 business days. I called and contacted chat agents at least twice as the 7-10 day window closed. On XX/XX/XXXX business days later, I was told that the card was mailed XX/XX/XXXX so to call back on Monday XX/XX/XXXX. By this time, I had begun receiving cancellation notices and errors on numerous business accounts which could not process the recurring payments. This is despite the assurances of your chat agents and my online account summary which stated that all recurring charge payments would be transferred over from the account ending XXXX to my new account ending XXXX. During this time period XX/XX/XXXX- XX/XX/XXXX, further, I was assessed interest payments despite being unable to use my account or my card. I could not make a payment if I wanted to. I was able to logon to my account and see that I had a new account number ending XXXX, but I couldnt view the XXXX digit number of the XXXX digit verification code. I understand this is for my protection, but it also meant I was powerless to change the recurring charges on my own. 

On XX/XX/XXXX I still had no card. I chatted with an online agent who explained she would expedite a new card and referred me to the Fraud Department to change the mailing address. This was at my request in the event the mail service at my mailing address had somehow been to blame for two lost cards at this point. I spoke with a gentleman via phone who told me the account number would be closed, a new card issued and sent in 7-10 business days. I explained I had just spoken with an agent would said the card would be expedited. He agreed and said it would come in 2-3 business days but someone would have to sign for it. 

On XX/XX/XXXX and XX/XX/XXXX, I made arrangements and took time off work in order to remain at home ( or to ensure that an adult over XXXX was home ) so that the card could be signed for. It is now XX/XX/XXXX. No card was delivered and now, my online account access is not functional so I cant even see what, if anything, is being charged to my account.

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