Consumer complaint received 2016-03-11
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
I manage and pay my credit card online via the Amazon.com/storecard/Synchrony Bank website and XX/XX/XXXX I tried to login to make a payment and forgot/entered in the wrong password too many times and was locked out of my account. Instead of a simple process of resetting my password like other banks, I have gone through XXXX with their fraud dept because they will not verify me. I have given the all my info over the phone and via mail numerous times, the ask questions that have nothing to do with me and say I answered incorrectly, they claim to have mailed ( now claim email while other reps say it is not allowed ) a letter with a code but I never received. The Post Office told me to tell them to track/trace the letters they mailed they say they can/will not and they refuse to give any other option ( I mailed my docs they claim never received despite my USPS Proof of Mailing and their security questions have nothing to do with me, I can not answer Yes to a question I know is No ). I can no longer access my account online to make payments and must talk to someone on the phone to make payments. They try to charge fees that they should not and do not log my payments correctly then claim they credited the fees but then do not and add more. I can no longer confirm anything I am told by a rep on my account and the reps say on thing and do another, I have been charged fees and credits/payments have not been applied properly. I can not Trust that my payments or that my account is accurate and have had to call and be transferred numerous times and stay on the phone for no less than 4+ hours at a time per day to try and get info or some resolution but none so far. They continue to say they this is the last time and they are going to remail the letter and I will receive in days but I never receive the letter. They have no other options and I have no way of confirming if the activity on my account is correct. Every rep contradicts the other and says something different and then they will say oh well what they told you is wrong or I heard incorrectly which are lies. I am not trying to make purchases I am trying to make payment in a secure and timely manner which is no longer possible. I can trust that my payments ( no confirmation # 's are given, I can take down names of reps and location but is useless later ) are logged properly and that additional charges are not wrongfully charged. I document all my calls and communications but they refuse to correct the problem of just resetting my password to my account, but they try to not log my credits/payments properly and charge fees while only given very limited access to what is going on with my account claim it is for my protection. I need protection from this bank bad if not illegal business practices. Do I not have the right to have access to my account ( details/specific transactions, balance, credits/debits ) and not solely depend on what I am told be a rep who says whatever but I can not confirm if it is true and then discover the lied or did not notate my account or process the transaction as they said they would.

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