Consumer complaint received 2024-04-14 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: NJ

Complaint narrative:
Synchrony XXXX XXXX  XXXX XXXX, XXXX, CT XXXX Dear sir, I have received a letter from your branch of Synchrony Bank XXXX XXXX XXXX XXXX, XXXX, PA XXXX XXXX It indicates the reward certificate ending XXXX. I have printed out the history of certificates usage from my website account. Then, I realized following results : I have tried to convince your company that I could not use the certificates, which I enclosed the copies of existing reward certificates with me, which are ending numbers, XXXX, XXXX, XXXX, XXXX, and XXXX. Even though your side reissued XXXX ( {$20.00} ) for XXXX ( {$10.00} ) and XXXX ( {$10.00} ) after the investigation of usage of latter XXXX certificates, the history indicated all of XXXX certificates were used somewhere in your network. That means you already have the loss of {$40.00} instead of {$20.00}. 
As far as I remember, after the usage of certificate ending XXXX which was emailed, I had not used any certificate. Therefore, I do not think I used the certificate ending XXXX on XX/XX/XXXXXXXX, since I have mentioned XXXX certificate was missing from my website account, which I happen to find out but did not print out by myself. Therefore, if this customer service on the letter insists, I request to prove which shop and the used certificate itself. Then, we can prove whether that certificate has been printed out or sent by the TJX. 
Next, Synchrony Bank indicates on its website, my website account, to charge {$1.00} monthly paper statement fee ; however, as far as I have checked the bill from TJX, there has been no monthly fee. So, I have checked the recently sent Synchrony Bank privacy policy written on XX/XX/XXXX without any year, naturally, did not mention it. I request clear explanation on it. 
If your company tries to charge monthly fee and to avoid it, the company might insist to go paperless ; however, at this moment, the issue of certificates remains ; since, my certificate, which the letter indicates, the ending number XXXX has been disappeared from my account. If you can not prove that your company has corrected your website portal to be mentioned as safe from hackers, you can not state to go paperless ; since paper bill might be safer portal to give certificates to the customers. 
We will use the previous letters sent to your company. On XX/XX/XXXX of XXXX, I sent a letter that indicated the certificates ending XXXX and XXXX could not use for the purchase. Therefore, both certificates had been tried to use on XXXX/XXXX/XXXX. Your certificate usage history indicates XXXX was used on XX/XX/XXXX, and XXXX was used on XX/XX/XXXX. From the beginning, I have the original certificates with me. And I stated above, your customer service re-issued XXXX ( {$20.00} ) for these XXXX certificates. 
I do not have any transactions with TJX related shops on XX/XX/XXXX ( ending XXXX ) and XX/XX/XXXX ( ending XXXX ). I have the original certificates with me. Your certificates usage history indicates that I purchased something on XX/XX/XXXX with {$20.00} certificates ending XXXX. However, I did not purchase with your company credit card on that date at all. And this certificate ending XXXX is with me. 
I will wait next bill whether I will have this {$10.00} certificate ending XXXX. 

Sincerely,

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