Consumer complaint received 2024-04-09 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 XXXX XXXX Dear sir, I have checked the review of XXXX XXXX XXXX XXXX senior specialist of your company, Synchrony Bank , corporate consumer relations ( attn : IID XXXX ) addressed XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX regarding CFPB case XXXX and XXXX. She answered my complaint which had the scan image telling I still had the reward certificates in question, and I asked your company how your company could explain I would have used these certificates if I had them in my hands. As soon as I observe, your company shop, XXXX addressed XXXX XXXX, XXXXXXXX XXXX XXXX where I usually go, always take away these certificates from the customers ; therefore, the customers can not re-use after using them. So, if I still have these certificates at hands, I do not use them. I have checked my account on your XXXX website, I realized the certificates which she or another person, who called XXXX somebody, have gone. I should have had at least two certificates, but they were gone from the website. Maybe, it might indicate XXXX bill was printed out, they were printed out and, on the way, to be used by me. Or the hacker ( s ) might have hacked to your website and printed out my/customers reward certificates to use for his/her/their pleasure. I believe I can state so as one graduate student of XXXX XXXX, which have suffered several hacking incidents more than XXXX year. 
I have checked my account again and could not recognize your stated audio and video assistance at all. I request further explanation how to receive those new eServicing. I personally do not want to use apps for phone, since I had so many issues of hacking, phishing, and fraud activities from last year. 
As your employee recommended, I tried to change my password in my website account ; however, I could not find out the page to change the password ; therefore, I request to clarify and instruct me how to change password for my privacy and safety. 
I have not received any reward certificates to my personal email address, XXXX in these XXXX days : therefore, what your company employee, XXXX XXXX XXXX, a senior specialist of Synchrony Bank, had not actualized. And my reward certificates in my site account have disappeared, she might have made some crucial mistake to disappear my certificates and might claim I have used them. 
I will not call you since her statement on the review has several discrepancies. I just wait her next review to answer my questions. As I receive receipts at all transactions at shop and check whether these transactions are correctly listed on the site account, I do not need the lists of receipts on the review of CFPB. And I believe myself, since you are one employee of the bank, I do not think you have the authority to check all transactions of one customer of regular shop. Other words, why do you need to check all transactions of shopping, if you are bank employee. Therefore, I just express a question why you need to mention the compliances to the XXXX customer, even though I do not have any bank account with your bank, Synchrony Bank. 
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