Consumer complaint received 2023-05-31
Company: SYNCHRONY FINANCIAL
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
I, XXXX XXXX, am filing a formal complaint against Synchrony Bank for not properly and fully cancelling out a loan request account, after providing Synchrony Bank and Roto Rooter with my clear and concise decision not to proceed with either the repair to fix the sewer pipe and to stop and or cancel any loans or accounts from proceeding immediately. 

On XX/XX/2023, I requested that XXXX XXXX come out to my home to assess a leaky pipe connected to my home sewer. 

I was advised that my main sewer line needed a new interior lining from XXXX XXXX whose office operates out of XXXX New York. 

While being overly approached and intimidated by several XXXX XXXX  XXXX  ( XXXX  ), I was provided with an astronomical quote and given an application from XXXX XXXX XXXX of XXXX XXXX to see if I had the option to get a loan with no interest to pay off the cost of the work to fix the actual pipe if I proceeded. 

I was approved XX/XX/2023 same day at XXXX XXXX  for the Synchrony Bank loan of {$18000.00} the amount XXXX XXXX quoted for the repair coordinated by XXXX XXXX XXXX of XXXX XXXX. 

Shortly after same day, XXXX, I contacted XXXX XXXX XXXX XXXX XXXX XXXX and advised to him that I wanted to get further estimates and that I wanted to stop any proceedings having to do with the sewer pipe fix and to stop any loan /account set up activity with Synchrony Bank XXXX 

I clearly in written text messages, just XXXX hours from the time the loan application and repair were quoted, advised XXXX XXXX XXXX of XXXX XXXX that I would not be signing the repair contract he just prepared and sent over to me, nor would I be moving forward with the repair or loan. My next step was to contact Synchrony Bank myself to ensure that this account would be confirmed closed, null and void. I asked XXXX XXXX XXXX of XXXX XXXX for Synchrony Banks contact information, and was refused. I was advised to XXXX it. 

XX/XX/2023 at XXXX in the morning, as soon as Synchrony Bank XXXX, I called and spoke with representative XXXX XXXX XXXX to advise that this account needed to be cancelled asap and that I would not be proceeding with this repair or loan. XXXX XXXX XXXX from Synchrony Bank XXXX at that time closed the account which had a {$0.00} balance. 
I confirmed with XXXX I had never signed the repair contract with XXXX XXXX. 

XXXX XXXX XXXXXXXX Synchrony Bank advised that the account and loan were cancelled, however, I would need to contact XXXX XXXX  to have them lift the hold for the {$18000.00} that was placed thereafter I had provided written notice to XXXX XXXX  that I would not be proceeding with the repair or loan. 

I was appalled that the hold was even on the account since I never signed any contracts for this pipe to be fixed with XXXX XXXX, not to mention it was XXXX hours after the XXXX XXXX tech XXXX XXXX XXXX left that I had written him via text confirming that I was not moving forward with the repair and or loan. 

XXXX XXXX XXXX of XXXX XXXX acknowledged my request, and confirmed back that this request was heard and that he would advise both XXXX XXXX  and Synchrony Bank of the same that I would not be moving forward, with his assurances these matters would be completely taken care of. 

I contacted XXXX XXXX administration offices in XXXX New York and was transferred to the manager XXXX, who would not even give me his last name. He was clearly acting and responding very defensively, and I could tell, his best interest was not me. 

I wanted to let him know directly that I would not be proceeding with fixing the sewer pipe with them and that I needed him to remove the hold on the Synchrony Bank account asap and that I had never signed contracts to fix the pipe. 

XXXX, manager from XXXX XXXX assured me that he would take care of it right away and would contact the bank to remove the hold and that he would call and email me confirmation same day. I never heard back from XXXX this day as promised. I attempted to contact him again but he was not picking up the phone. 

XX/XX/XXXX, still no contact from XXXX at XXXX. I again called Synchrony Bank and requested to be transferred to a manager. I was transferred to a said supervisor, XXXX ID XXXX. I asked that they ensure this account was closed and that I receive written formal confirmation the account was closed and I once again stated I would not be proceeding, nor were any contracts signed to fix the sewer pipe with XXXX XXXX. 

XXXX XXXX XXXX, of Synchrony Bank XXXX tried to assure me that the account was closed but that XXXX XXXX XXXX still essentially bill Synchrony Bank XXXX and post a charge to this closed account, even though no contract was signed and the loan and was deemed cancelled. 

Synchrony Bank said the only thing I could do at this point was to have these conversations noted in the closed account case note section and that I should advise XXXX XXXX  the same, to lift the hold from Synchrony Bank. Being that XXXX, manager at XXXX XXXX was not cooperative, this was not an open avenue to take. I was advised to wait and see what happens and if necessary we could fight any charges posted as fraudulent activity. 

I called XXXX a third time from XXXX XXXX, and was connected to him. I asked why the Synchrony Bank account still had a hold when he advised he would remove it and send me written confirmation via email. He said he would take care of this in XXXX minutes. 8 days later, still no word or confirmation from XXXX at XXXX XXXX in XXXX NY and it is extremely unhealthy for me to speak with XXXX any further. 

In summary, this account that was set up prematurely with Synchrony Bank needs to be formally and entirely closed with written confirmation of such to myself. I need confirmation that no charges can be posted to this Synchrony Bank account that was requested to be closed on XX/XX/XXXX to a XXXX XXXX  XXXX XXXX XXXX, the XXXX XXXX assisting representative that coordinated communication between Synchrony Bank and myself and my clear and concise request to Synchrony Bank directly cancelling any open accounts or loans. 

These events with Synchrony Bank, have caused me distress and mental and physical distraught and are continuing to do so. 

If this matter is not resolved immediately and if this account is not completely closed out with no possibility of any charges posting, I will be communicating with my legal council. 

I hope you can see the urgency and actions in such an important matter. These dealings have grown into a deceitful, master manipulation. 


Sincerely, XXXX XXXX

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 non-monetary relief