Consumer complaint received 2021-05-21
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX ; I activated an Old Navy credit card through Synchrony. I have consistently paid on this card ever since opening the account. 

During the Fall of XXXX, I was examining my statements and noticed a " card security '' fee on each statement. I called Synchrony and was told that I was enrolled in an optional program through Card Security ( XXXX XXXX XXXX ) when I activated my card. When I prodded more, I was told that I enrolled over the phone when I activated my card. I told the rep that I was not aware I was enrolled and did not recall requesting to be enrolled. The rep told me I needed to contact XXXX XXXX. This rep also told me that I had paid {$8800.00} over the time period of having the credit card to XXXX XXXX. 

I called XXXX XXXX on XX/XX/XXXX and cancelled my enrollment. 

After thinking about it more, on XXXX XXXX, XXXX, I called Synchrony again to let them know I was unsettled by all of this. I do not recall enrolling and contrary to what I was told by reps, I never received information in the mail regarding my enrollment. I was told, again, to contact XXXX XXXX. 

I then started the saga with dealing with XXXX XXXX, which has been ongoing since XX/XX/XXXX. After I questioned my enrollment, I was refunded {$1400.00} on XX/XX/XXXX. They could not tell me how they came to this amount, as it was a " calculation. '' I've been told repeatedly by supervisors that this amount was all they could do, and that something would be submitted to the resolution department. 

I pressed more stating I wanted a further/full refund and actual proof of enrollment, eg the recording of the phone call in which I activated the credit card. 

On XX/XX/XXXX, I received an email ( this has been the only follow up communication from them XXXX with an attachment of " proof of enrollment '', which was really just a letter stating that I enrolled over the phone. 

Since requesting this, I have followed up with XXXX XXXX  on the following dates ( I will note that I have been told numerous times that someone will call me back/follow up. I have never heard back. Every time I call, they apologize, say my issue will be escalated to the Resolution Department, and that someone will follow up with me in a specified time frame. The time frame consistently changes- sometimes 1 business day, 2-3 business days, 3-5 business days, 5-7 business days, and 7-10 business days. I generally follow up only after the timeframe that I'm told someone will follow up ) - XXXX XXXX, XXXX ( initial cancellation ) XX/XX/XXXX XXXX XXXX, XXXX ( received {$1400.00} refund ) XXXX XXXX, XXXX XXXX XXXX, XXXX ( initial request of full refund and proof of enrollment ) XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX ( received an email stating I enrolled over phone ) XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX. XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX In XXXX or XXXX of XXXX, I called Synchrony again asking to aid in the process. It was their credit card, so they have some responsibility in this. Again, I was told I would have to contact XXXX XXXX and that Synchrony could not help or provide a refund. 

My request has been the same since XXXX XXXX, XXXX a full refund due to not consenting to be enrolled in XXXX XXXX and ( if it exists ) proof of enrollment. At this point, I can not help but to think this is fraudulent. I get the runaround every single time I call -- it's being processed, someone will contact you, I can put in an escalation, etc.

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