Consumer complaint received 2022-08-24
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Synchrony Bank XXXX XXXX XXXX XXXX Florida XXXX XXXX I opened a credit card account with Sams Club Warehouse through Synchrony Bank that offers rewards which were dollars on your account. I had a {$12000.00} card limit and I paid it all off and stopped using the card. Not realizing I had accumulated rewards in the amount of {$87.00}, approximately I cut the card up. 

Every time I visit Sam 's Club the register informs me that I have {$87.00} on my account and asked if I would like to use it. One day, one of the register attendants asked if I wanted to use it and I said yes. When we hit the yes button it informed me to insert my credit card. I told her I paid off the card and cut it up. She instructed me to go to the front office to have them to give me the money since I do not have the card anymore. 

One day I stopped at customer service to withdraw the cash from my card and the Rep told me to call Synchrony Bank to send me a replacement card so I can withdraw my funds. When we called the Bank on XX/XX/2022 they told us to send a video of myself along with my ID, front and back. My sister click the link and followed the instructions to send this info. It did not work so they told us they would email us a link so we could do it on the computer. 

We never received the link so on XX/XX/XXXX we received a letter from Synchrony asking us to call them with a code they had in the letter to verify my identify. We called Synchrony on Monday, XX/XX/XXXX to verify my identify so we could request a replacement card and they refused to help me because they said they closed my account on XX/XX/XXXX and they can not reopen. I asked, why did they close my account when they knew I was trying to get my rewards money off this card so I can purchase some groceries. The card was paid off and I did not ask them to close my account. Nothing was sent in the mail informing me to use this account or it will be closed. 

I talked with XXXX the customer service rep at Synchrony informing her to help me with this matter and she informed me of the above scenario that the account was closed. I then asked for someone higher than her and that's when XXXX, the Account Manager for Sam 's Club Credit Services informed me that there is nothing they could do to help me get my rewards money from this card since the account is closed. Its as if I needed to open another account and start all over again because this money that I earned before is no good for me now because it has expired. 

Nothing was ever told to me that the reward money would expire and every time I went to Sam 's it asked if I would like to use the money on the account. 

I am asking for Sam 's Club or Synchrony Bank to please honor my rewards that's on my card so I can purchase me some food. I am a XXXX  year old XXXX  that needs all the assistance I can get at this time in my life. I just want them to honor what is rightfully mine and I need your assistance in helping me to achieve this. Sams Club informed me that normally Synchrony Bank would either send you a replacement card or cut you a check for your reward money thats on your account. They said Synchrony had done this for many of their customers. I dont understand why they cant do it for me. Your assistance in this matter is greatly appreciated. Thanking you in advance.

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