Consumer complaint received 2024-08-14 00:00:00
Product: Credit card — Store credit card
Issue: Trouble using your card — Can't use card to make purchases
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Subject : Complaint Regarding Issues with XXXX XXXX XXXX Details : XX/XX/year> XXXX XXXX : I attempted to purchase a XXXX XXXX XXXX XXXX  on the XXXX XXXX website and noticed the promotion for " 36 equal monthly payments with 0 % APR '' through XXXX XXXX XXXX. After proceeding with the credit approval process, I received an email and notification indicating a hard credit inquiry had been made. However, when I attempted to use XXXX XXXX XXXX as the payment method, I received an error message stating, " Payment declined - please contact Synchrony Bank at XXXX [ XXXX ]. '' XX/XX/year> XXXX XXXX : I received an email confirming my approval for XXXX XXXX XXXX. Despite this, I encountered the same error message when trying to use the financing option to complete my purchase. 

XX/XX/year> XXXX XXXX  : I called the provided phone number but was unable to connect with a customer support representative. 

XX/XX/year> XXXX XXXX  : I called the same number again and connected with a representative from Synchrony Bank. They informed me that they could not locate my account due to a system issue and advised me to attempt the purchase again in one hour. 

XX/XX/year> XXXX XXXX  : I tried to purchase the phone on the XXXX XXXX website again but encountered the same error message. 

XX/XX/year> XXXX XXXX  : I contacted Synchrony Bank customer support again. I was informed that I had been approved for a {$1000.00} credit limit, but my purchase amount was {$1100.00}, which led to the payment being declined. The representative attempted to request a credit limit increase to {$1100.00}, but the request was immediately denied. They were unable to provide a reason, stating that I would receive a letter with the explanation within 7-10 business days. I requested to speak with a supervisor, but I was told that the supervisor/manager 's office was closed for the day and advised to call back the next morning. 

XX/XX/year> XXXX XXXX  : I contacted XXXX XXXX customer support via the XXXX XXXX XXXX online chat. I inquired whether I could utilize the {$1000.00} credit and pay the {$180.00} difference with a separate payment method. I was informed that they " can only do split payments with financing and a store credit '' and " do not have any other option for financing and another debit/credit card. '' They also mentioned that it is not possible to purchase store credit and suggested either requesting another credit limit increase or purchasing a lower-end phone. 

XX/XX/year> XXXX XXXX  : I called Synchrony Bank again and explained the situation. Unfortunately, the customer support representative was unhelpful and suggested my only options were to either close the account or request a credit limit increase in a few months. They placed the blame on XXXX for what they described as false advertising and advised me to contact XXXX for a resolution. 

Conclusion : I am deeply concerned and frustrated with this experience. The hard credit inquiry will remain on my record for years, yet I am unable to utilize the {$1000.00} credit for any purchases. Both XXXX and Synchrony Bank have shifted the responsibility onto each other, leaving me without a solution. Upon further research, I discovered numerous complaints from other customers who have encountered the same issue over the past XXXX years across various online forums. Despite these recurring issues, it appears that no action has been taken to address or rectify this ongoing problem.

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