Consumer complaint received 2017-03-20
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
I have a complaint against Synchrony Bank with their Care Credit, credit card that I signed up for at my dentist 's office to pay for my XXXX. Initially, I had no problems logging into my Synchrony Bank account and making regular payments. The credit was for {$1000.00} and I was making {$100.00} payments each month. Unfortunately, one day I was no longer able to sign into my account and there was no " forgot password '' button there at the time ( they have changed it now so that there is that option ). I had been using my XXXX chain password feature so that my password would just appear when I logged in. Thus it is extremely peculiar that the password was not accepted and with there being no " forgot password '' option at the time, I could not reset the password. I wrote a letter to Synchrony Bank. Written correspondence to them became my primary way of letting them know what was going on. They did not help me but instead harassed me with constant phone calls to solicit payment. I ignored most of them because I am a XXXX and was working full time at the time ( I now work part time ). I also do not like phone calls in general. I started writing Synchrony checks and mailing them in. Without the ease of being able to pay online and just the hectic nature of my life, this incurred interest and late payment fees. This process recurred a couple times with the constant barrage of calls from them. In one instance, I had sent them a check in XX/XX/XXXX and they still kept hounding me for money. They even sent me to collections. I had to write to the debt collections agency XXXX after they started hounding me for money, too. Afterwards, I saw the money taken out of my account for the check I had written back in XX/XX/XXXX. Usually I am able to view check images through my XXXX account, but for some reason that one does not show so I can not prove the date on the check, only the date the funds left my account. Throughout this ordeal, I wrote Synchrony letters letting them know about my issues with accessing my account online and requesting help to reset it and gain access to it somehow, to which I was told they were unable to due to security reasons. I asked multiple times for all communication and statements to be mailed to me since I could not access my online account, but I kept getting emails that I had a new message on my account ( accessing them required logging in, which I could not do ). I noticed in XX/XX/XXXX that they had the " Forgot Password '' button on their login page and I pressed it but when I had to enter my social, I got an error message from their site saying it was incorrect. I know my social security number. I am not sure how my information on their end can suddenly change in both the instances of my auto-filled password, and my own social security number. I took screen shots of those. I also had pictures of all the letters that I had sent them but unfortunately, my phone was stolen on XX/XX/XXXX at a XXXX gas station in XXXX, and I do not have those photos. I do however, have screenshots of the error screens during login, and also an email I sent to the debt collections agency detailing my end of the story. Because of Synchrony Bank 's negligence and lack of help in providing me access with my online account, and holding onto my check until I accrued significant interest and late fees, sending me to collections, my credit score has taken a huge hit. I am writing to you because Synchrony sent me a letter saying they found they did nothing wrong and will not help me. I would like my credit score rectified, if possible, and the collections taken out of my report.

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 non-monetary relief