Consumer complaint received 2022-12-22
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I've discovered I've been charged thousands of dollars going back to XXXX for a " service '' I never agreed to nor even saw any acknowledgment option for. Below are some notes from my calls with Synchrony. 

I was informed by Synchrony Bank employee XXXX XXXX I would be 'getting everything back ', but the department was closed and I would have to call the XXXX -- -- - CALL ONE : XX/XX/XXXX, XXXX XXXX, TOTAL 29 MINUTES - Transferred from XXXX Customer Service XXXX XXXX XXXX to Synchrony Employee XXXX XXXX said verbatim 'I would get everything back ' at XXXX XXXX -- -- - CALL TWO : XX/XX/XXXX, XXXX, XXXX ' 'Employee ID ' XXXX XXXX Employer XXXX XXXX ' Customer Care representing Synchrony I described this practice to the employee a " fraudulent billing practice '', billing a customer money without their agreement for a service they have no knowledge of even having been 'enrolled in " by the biller. 

I've discovered other people who have had their refunds assisted by the CFPB for the wrongdoings of Synchrony 's " CARD SECURITY '' billing practices and was suggested I also file a complaint. 

Instead of helping me, this agent kept on saying it is 'not her department '. I reiterated several times I'm not talking about outside fraud, but an unscrupulous billing practice by Synchrony and that I am indeed at the correct department as instructed by Synchrony themself. This person laughed as she gaslighted me saying " oh no but you said fraud so I won't help you '' even though I was at the right place causing me to get extremely frustrated. 

I believe these are retention agents that are incentivized to not refund money and get us to hang up the phone. She informed me 'she had no supervisor ' at first. I believe this practice is illegal. Later in the call she said she did say she requested a callback from a supervisor, clearly indicating she was lying and thus had incentive to get me to hang-up the phone to avoid a bad survey or to increase her retention rate. 
-- -- - CALL THREE : XX/XX/XXXX, XXXX, XXXX - Employee/Call Ref ID XXXX ', XXXX XXXX ' aka XXXX XXXX representing Synchrony I then called the same line back and did indeed have some of the money refunded by XXXX, but not the full refund I am entitled to as someone who was billed for something without their knowledge or explicit agreement with any sort of knowing of said program 's enrollment or cost. 

She escalated to a supervisor, and instructed me I would have to either call back again or wait for a callback. It doesn't sound like she has any kind of actual relation to these supervisors and couldn't tell me certainly it would actually even happen. 
-- -- - I also can not even see in my XXXX STORE CARD portal the full amount I have been billed for this program I had no knowledge of. Please verify the total amount I have been charged from the beginning.

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