Consumer complaint received 2025-03-18 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Lost or stolen money order — 
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
I recently had an incredibly frustrating and disappointing experience with Synchrony Bank regarding a secured credit card deposit refund. After signing up for a secured credit card, I changed my mind within XXXX minutes and was assured that my {$100.00} deposit would be refunded within XXXX to 15 days. Unfortunately, this process became an exhausting ordeal, filled with misinformation, delays, and shockingly poor customer serviceand as of now, this issue is still unresolved. 

After waiting an entire month without receiving my refund or any communication from Synchrony Bank, I had to personally call to inquire about the status of my check. The first representative I spoke with was entirely unhelpful and had no knowledge of my refund. When I escalated the issue to her manager, I was met with the same lack of awarenessshe had no information about my check and was unable to provide any meaningful assistance, despite my refund already being well past the promised timeframe.

This manager then claimed that my check had taken six days to processan important detail that was never disclosed when I was initially informed about my refund. After receiving no real answers, I escalated the matter further to her manager, who then told me that the post office had allegedly sent the check back. No reason was provided, just a vague statement that the check had been returned. At that point, another check was supposedly reissued, with the same 7 to 15-day timeline.

Yet again, after waiting the full timeframe, no check arrived. I called Synchrony Bank once more and immediately requested a manager. To my disbelief, this manager also had no information on my refund, forcing me to escalate the issue yet again. The higher-level manager I finally spoke to was equally uninformed and dismissive. This marked the third time I was told by a Synchrony Bank manager that they had no idea where my check was or why I hadnt received it.

When I demanded that they take responsibility and contact USPS to investigate the repeated failures, I was met with outright rudeness. The manager laughed at my frustration and bluntly stated that contacting XXXX was above his expectations. When I asked to escalate the issue further, I was told that none of his managers could be contacted. I then requested that he at least leave a note with my name and phone number so someone could reach out to mehe refused, saying it would be a waste of his time and that no one would follow up. 

Throughout this entire ordeal, every customer service representative and manager I spoke with failed to provide any useful information or take accountability for resolving the issue. Instead, I was repeatedly told that they would simply continue reissuing checks until one eventually arrived. The level of incompetence and lack of concern displayed by Synchrony Banks customer service team was absolutely unacceptable. The final managers dismissive and condescending attitude, laughing at my justified frustration, made it clear that customer satisfaction is not a priority for Synchrony Bank. 

As of this moment, I am still waiting for my refund, and Synchrony Bank has provided no clear resolution, no follow-ups, and no meaningful assistance.

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