Consumer complaint received 2017-06-08
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Notification didn't disclose it was an attempt to collect a debt

Complaint:
Synchrony Care credit card account # XXXX, I got behind on my payments. received an email XXXX17 stating I could settle the balance for {$1800.00} as long as I respond by XXXX2017. Setting possible payment options in motion I called *synchrony bank* on XXXX-2017 to arrange for the settlement and subsequent closure of the care credit card. The first contact was XXXX- who proceeded with the dunning script even after I mentioned the email offer, then stated needs to *evaluate* if I qualify. Then stated he would have to pass me on to a specialist- next representative is XXXX- lots of questions - some pretty bold and rude- but finally states that the bank with extend a settlement offer of total {$1600.00} in 3 payments, due each coming XXXX and in the amount of {$540.00}, {$540.00} and {$560.00} to clear the account. she advised me that I will receive a XXXX for cancelation of debt and the IRS will be advised and I am to receive a letter outlining the settlement agreement within the next 10 days. on XXXX2017 I called the bank again inquiring about the letter to receive, spoke with XXXX and after the dunning script actually looked into my account and stated the request for the letter was made on XXXX2017 and should be received already- which it was n't. By XXXX2017 I still had no letter but made my first payment. Synchrony Bank sent me a confirmation of payment received via email on XXXX17 but still no settlement letter. On XXXX-2017 I again reached out to Synchrony Bank and spoke with XXXX, after the dunning script he confirmed a settlement letter was requested and apparently mailed XXXX17 but not sure from which office. he assumes the XXXX FL office. I informed him to be taking further steps if not receiving the letter by XXXX2017. By XXXX2017 however, I filed a complaint with BBB under case # XXXX. BBB sent the 1st notice to Synchrony Bank on XXXX2017 and a 2nd notice XXXX2017, still no response. On XXXX17 I  received an email from Synchrony Bank reminding me that I have a settlement installment due by XXXX2017 and that I need to follow the *terms and conditions* as outlined in the settlement letter, which I still have not received. So today, XXXX2017@XXXX MST, I reached out to Synchrony Bank again and talked to XXXX. after the dunning script she *found* the flagging for  settlement. I gave her my rundown of contacts and discussions on previous calls and requested a copy of the settlement letter to be faxed or emailed to me- since the last email made it so clear that I need to *follow* the letters instructions. I was placed on hold several times and XXXX claims that she can only mail - thru the postal service- and it took 3 hold times to get her to request another letter to get sent. in the meantime I have received payment reminders by mail and email for the account with no settlement status consideration/notation. I advised XXXX that the bank is able to reach out to me by mail and email with other documents but the one that is to get issued by a representative does n't get to me and that it 's been over a month since it was to have been issued. No emailed settlement letter was sent to me and still no mailed letter either.

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