Consumer complaint received 2022-09-10
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I am following up after experiencing a day of horrible customer service. First I spent about 45 minutes trying to get assistance through your XXXX automated service and it failed me. After that I tried to get a live person to assist me, but this ended of being a waste of my time and source of my frustration. I don't have everyone 's name I spoke with but my goal was to get to online support because I am unable to access my account online. One of the many calls i made I spoke to XXXX  who said she would get me over to online support. After spending over ten minutes on hold I hung up. I called again and spoke to XXXX who went back and forth with me concerning getting me over to online support and she transferred me to care credit instead. I called back and this time I believe I spoke to XXXX  again. I gave her my name as requested and she got me over to a manager as I requested. I asked for a manager in an attempt to see if that would get me where I was trying to go since asking for online support wasn't working. I was transferred to XXXX who wanted to reverify me. I told her I was verified already. She said she didn't verify me and I told her that she wasn't going to verify me again. I was not going to play that game given how many people I had spoken to up that point and all I wanted to do was get to online support. I asked to speak to another manager because I was not going to argue with her and the XXXX hung up on me. I called back again I believe I got XXXX  again. This time I did not provide my name until she transferred me to a manager. She came back to me after getting a manager and told me that she needed my name before she transferred me to a manager and I told her that I will give my name to the manager you are transferring me to because I should not have to keep verifying myself. She went back to the manager and the manager requested that I provide XXXX  with my name before being transferred to her. I asked her for the name of the manager who was preventing the transfer. She asked me to hold while she checked back in with the manager. I also asked her for the address to the corporate office because with this much red tape to get assistance to access my account online this situation had gotten to be unbelievable. I was transferred to XXXX who identified herself as a manager and she was verify confused and had questionable listening skills and made everything we discussed more difficult than it needed to be. She tried to assist me with why I could not access my account online. The problem is that when I asked her questions she refused to answer me. I explained to her that she is not listening to me or answering my questions so I simply want to be transferred to on-line support. This is where she should of sent me in the first place. I did not need anything from her. She would not transfer me. I asked her to send me to the survey and she said she would but that XXXX hung up also. I am not able to access my account online. I do not receive a bill so the only way I can see my bill and pay on this card is by accessing online. Since I am unable to reach online support it doesn't look like i will be able to pay my bill going forward. I have had enough of your clueless, unprofessional customer service representatives. You need to address the phone etiquette of XXXX & XXXX who if they were managers haven't figured out yet what listening and customer service is. If you can not have a reputable manager in online support reach out and assist me with accessing my account, then close this account immediately. I also want you to refund me the late fee you should not of charged me. After this XXXX experience overall, I have no plans to call you concerning anything or do business with you anymore.

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