Consumer complaint received 2017-10-27
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Sent card you never applied for

Complaint:
I have an existing line of credit from Synchrony Bank. In XXXX XXXX they issued an additional line of credit without my consent, and sent me a secondary credit card. This was advertised as a card to be used in lieu of the existing card, but was not, in fact, an equivalent credit product in that it differed in usage capabilities, consumer benefits, and XXXX 's. 

I called the company directly and explained I wanted the additional line of credit closed and that I felt automatically opting-in customers was unethical. I asked the agent to confirm the additional line of credit had been closed and he confirmed this. 

On XXXX XXXX, XXXX I signed back into my account and saw that XXXX lines of credit were still available. I initiated a chat session for help this time, in order to have everything in writing. 

Allegedly, they have agreed to close the account, but in order to make them take action I had to use the magic words " official financial complaint '' before they agreed to take action. 
Since Synchrony seems to have done this to a group of customers, I wanted this to be officially documented with the FTC. Here are the details of the chat interaction : XXXX PM : XXXX : Initial Question/Comment : Hello- I previously spoke with an agent about removing the XXXX that Synchrony took the liberty of extending without my consent. At the time, I was assured by the person I spoke with that it had been removed. Can you explain why this is still showing up when I log in to check my accounts? 

XXXX PM : SystemSystem : Welcome to XXXX XXXX. Your chat may be monitored and recorded for quality purposes. A chat agent will be with you momentarily. 

XXXX PM : SystemSystem : XXXX XXXX has joined this session! 

XXXX PM : SystemSystem : Connected with XXXX XXXX. Your XXXX XXXX for this chat is XXXX. 

XXXX PM : XXXX XXXX : Hello XXXX, thank you for contacting us today. 

XXXX PM : XXXX XXXX : I 'll be happy to help you today. 

XXXX PM : XXXX XXXX : XXXX I have the last XXXX digits of card number you are referring to? 

XXXX PM : CustomerXXXX : [ redacted for privacy ] XXXX PM : XXXX XXXX : Thank you. 

XXXX PM : XXXX XXXX : May I have XXXX minutes while I review your account? 

XXXX XXXX : XXXX : Yes, and thank you. 

XXXX PM : XXXX XXXX : Welcome. 

XXXX PM : XXXX XXXX : Thank you for waiting. This seems to be taking longer than I anticipated. May I have another XXXX minutes? 

XXXX PM : CustomerXXXX : That is fine. THank you for checking in. 

XXXX XXXX : XXXX XXXX : XXXX thank you for being on hold. If you do't use the mastercard for XXXX  days the account gets automatically closed. 

XXXX PM : XXXX XXXX : If you activate the mastercard the old card will gets blocked automatically. 

XXXX PM : CustomerXXXX : So why was it not closed immediately when I asked? When I asked for confirmation it had been closed, I was told it had. I explained to the agent at the time I felt it was an unethical business practice to have extended this ( regardless of whether or not it is a " replacement '' ), and was actually quite angry with Synchrony for this action. 

XXXX PM : XXXX : ( just to clarify- At the time, I told the agent it was unethical ... in other words, I still feel this way ) XXXX PM : XXXX XXXX XXXX I am really sorry for the inconvenience. 

XXXX PM : XXXX XXXX : Let me go ahead and see if I close the card for you. 

XXXX PM : XXXX : Thank you- I would like to make clear that this is an official financial complaint that I have with Synchrony. I did not agree to that line of credit, and I would like it to be closed immediately. 

XXXX XXXX : XXXX XXXX : XXXX, to close the XXXX you need to close the regular carecredit card. 

XXXX XXXX : XXXX XXXX : I request you to not use the rewards card for XXXX the card gets deactivated automatically. 

XXXX PM : CustomeXXXX : So, am I understanding that while your company was able to open a second line of credit ( without my consent ), you are somehow unable to close that line of credit? 

XXXX PM : CustomerXXXX : That does not make sense, and this probably needs to be escalated. 

XXXX XXXX : XXXX XXXX : XXXX, let me check once again. 

XXXX XXXX : XXXX XXXX : Kindly bear with me. 

XXXX PM : XXXX XXXX : XXXX I have the last XXXX digits of card number you wish to close XXXX? 

XXXX PM : CustomerXXXX : [ redacted for privacy ] XXXX PM : XXXX XXXX : Thank you. 

XXXX PM : XXXX XXXX : Please be aware once any care credit rewards XXXX XXXX account is closed it can not be reopened. If there is a balance on the account, payments are still required. XXXX would you like to keep your care credit rewards XXXX XXXX  account open? 

XXXX PM : XXXX : XXXX : I want to close the XXXX XXXX XXXX XXXX XXXX account that I never authorized in the first place. 

XXXX PM : XXXX XXXX : We respect your decision XXXX. 

XXXX XXXX : XXXX XXXX : I have processed your request XXXX. You will be receiving an email in XXXX to XXXX hours. 

XXXX PM : CustomerXXXX : Thank you, XXXX. For your awareness, I have documented this chat transcript. 

XXXX PM : CustomerXXXX : I appreciate your help resolving this issue. 

XXXX PM : XXXX XXXX : Welcome XXXX. 

XXXX PM : XXXX XXXX : Once again I am sorry for the inconvenience you faced. 

XXXX PM : XXXX XXXX : Is there anything else I can help you with? 

XXXX PM : CustomerXXXX : No, thank you for resolving this. 

XXXX PM : XXXX XXXX : Thank you for contacting Synchrony Bank. We appreciate your business. Have a great day. 

XXXX PM : CustomerXXXXXXXX : Thank you

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