Consumer complaint received 2018-05-26
Company: SYNCHRONY FINANCIAL
State: SC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
Hello, My complaint is against XXXX 's XXXX XXXX store which managed by Synchrony Bank. 
The address for their office is : XXXX/Synchrony Bank XXXX   XXXX XXXX , GA XXXX Their services are out dated, their customer service associates and supervisors do not know their job very well, and they ask the customer to be responsible for their mistakes. 

On XX/XX/XXXX I received an Email saying, that they tried to contact me throw my physical address ( by mail ) but they been informed that the information wasn't delivered. 
I called Their customer service, and told them about the letter I had received in my Email, ( That, they having problem to get in contact with me by Mail, but the customer service lady insisted that the problem is not with the physical Mail, and it is with the Electronic mail ( Email ). I told her " how come you saying the problem is with the email, and I received the letter by Email, and she couldn't answer. 

So I asked her to send me the statement by physical mail. This customer service lady never documented the issue, or our conversation in the computer, so other representative will read it. 

This Call was made to phone # XXXX XXXX XXXX and last 9 minutes. 

Passed a week and I didn't receive my statement to pay it, and the Due date is XX/XX/XXXX. So I called them on XX/XX/XXXX at XXXX XXXX   one more time on the same phone # and told them about the issue and the email I had received, and asked them to check if the lady that talked to me before had reported anything in the computer, and the answer was NO, so I asked to talk to supervisor, but the supervisor was more lazy than the associate. 

I asked her to listen to the conversation from XX/XX/XXXX, but she never did, so I asked her to send me the statement so I can pay it before the Due date but she never did. 

I made one more call to the same phone # on XX/XX/XXXX at XXXX XXXX for 15 minutes, and asked for the statement, because there was only 3 days left to the DUE DATE, they refused to deliver it over night, and they said the can't deliver it by email, and it takes them 7-14 Days to deliver the statement ( because the still delivering their mail using Donkeys and not the 2018 or 21st century mail service ) and they can't send it by email, only by Fax because their service is out dated and old fashion, and I need to be responsible for their mistakes. 

Last call was made one day before the DUE DATE, on XX/XX/XXXX on XXXX and I still didn't receive my statement. 

This isn't my first time issue with this card, few months ago on XX/XX/XXXX and XX/XX/XXXX I had made a payment toward the statement balance in the store, and the Cashier who processed the payment, she put it under purchase, it means that she charged me instead crediting me, so when I got my statement I noticed that, so I made a call to Synchrony Bank and XXXX 's XXXX XXXX to fix the problem, and they said they can't do anything, and that I need to go the physical store and loose time to fix their mistake, ( This is why I say that their service is out dated, and old fashion, that doesn't apply to the 2018 and 21 century ). 


Regards

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