Consumer complaint received 2023-06-27
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
My van was being worked on at XXXX XXXX XXXX XXXX, FL. They are listed as a partner that accepts Synchrony XXXX Care Credit Card on Synchronys website. I also called Synchrony to confirm that they are a partner and that I could pay for my service bill using this card. I was told yes ; I would be provided with a 16-digit account number and they could key the number in. I applied on XX/XX/2023 and was approved for a {$2000.00} limit. Imagine my surprise and utter embarrassment when I tried to pick up my van on XX/XX/2023 and my card was declined. 

I called Synchrony. The first lady I spoke with said that the account was too new. Then she said she needed to speak with the merchant and wanted them to call a 1-800 number. Then she said I could just hand them the phone. So, I did. Now I have the business office of a very busy dealership talking to customer service. The Synchrony representative was repeatedly asking for the merchants name and to spell the dealership name. The business manager provided all requested information. The business manager handed me back the phone because Synchronys representative put her on hold. When I said hello, there was a different representative on the line. This representative wanted to know what Point of Sale the office was using. So, I waited in line a second time. There were five people in line in front of me. When it's finally my turn, the Synchrony rep said she could get a supervisor on the line. So back on hold I go. I get out of line again. Now I've been trying to pay for an hour. I finally get on the line with a supervisor, and he says that XXXX XXXX is indeed listed on the website as a partner, but they don't actually accept the card. I asked him how that was possible and stated that was fraud. He basically said sorry and that there was nothing he could do. The supervisor then disconnected the call. I had to pay {$4000.00} out of pocket to get my van to go home. 

I messaged customer service the evening of XX/XX/2023 and received a form response on XX/XX/2023. I replied immediately and received a response on XX/XX/2023 stating that I needed to call. I spoke with customer service again on XX/XX/2023. The supervisor I spoke with this time says that XXXX is a vendor, but the card was too new to use. The supervisor was unsure why the card would have been declined. Im being told multiple reasons that the card was declined. None of them were my fault. 
I was assured that I could bring in the 16-digit card number and two forms of ID to use the account. This information was also listed on the confirmation I received from Synchrony when I opened the account. The confirmation has my account number, reference number, expiration date, CVV2 number and my credit limit. It says : SHOP IN-STORE NOW Print this page and bring it along with two forms of identification to shop in a store today.

This is absolute fraud and false advertising. I am working incredibly hard to get my credit score higher. I opened a brand new credit card that I was unable to use, even though I was assured that I could. My credit has taken a hit. If I had known that I could not use this card, I could have opened an account with some kind of promotional incentive to break up these payments. Now I'm left paying an extraordinarily high interest rate AND my credit score can't afford to apply for or open an additional account.

I opened this card for the sole purpose of breaking up the payments for this auto service bill. I was told that I could use the account at the dealership. The card was declined for absolutely no valid reason and I was unable to use the card.

Synchrony is unwilling to transfer the amount to the card to use it as intended. And Synchrony is unwilling to close the account AND correct my information with the credit bureaus. The response I have received from Synchrony is basically too bad.

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