Consumer complaint received 2024-08-18 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: NV

Complaint narrative:
I had a secured Amazon store card through Synchrony Bank. XX/XX/XXXX, they unsecured the card, took my balance out of my deposit, and sent a check for the remaining {$130.00}, which I never received. I have already sent the following letter to them once, it explains everything else, and since then, finally got someone very helpful who sent me to the fraud department for whom I signed an affidavit, costing me even more money! I just received a letter back stating simply, " Upon review of your account, we have determined that a refund is not due to you at this time. '' No reason given. They did fix the reward points after many more months, so please disregard that part, but they still refuse to send me another check for {$130.00} after the original one was reported stolen and supposed to have been canceled and reissued. I was told numerous times on several different calls the new check was on the way, up until I was told they apparently never canceled the first one, allowed it to be cashed by a complete stranger months later, and refuse to keep their word and now issue a new check. 

Here 's the letter : " I've been back and forth with your representatives since XX/XX/XXXX, when we unsecured my Amazon secured card ... at that time you were supposed to send back the balance of my deposit, {$130.00}, and you were supposed to transfer my XXXX points to the new card ... since then, I have called probably more than XXXX times and have talked to even more representatives than that, I have proof of EVERYTHING I'm telling you, and I'm sure you have the recordings and calls logged, as well. 

I am a XXXX senior on a fixed income, and shop Amazon almost exclusively, therefore an Amazon secured card was the perfect way to rebuild my credit score... I pay EVERYTHING in cash and owe no one ANYTHING, but that doesn't help a credit score, so I got this card... and now a multi-billion dollar company STEALS from me and then treats ME like the criminal!?! {$170.00} may not sound important to you, but it is to me! And more important than that, honesty and integrity from a company I do business with! But then on top of it all, some woman jumps on the call and without hearing A WORD from me, acts like I'M the problem and NOT a customer who's important to you ... THAT'S when my patience ended! 

XX/XX/XXXX, my mailbox was broken into, along with many others in the same cluster of boxes for my complex, I have proof of that and it was reported to the authorities at the time. I immediately checked Informed Delivery and showed the check had been delivered, and then instantly called your customer service to report it stolen, have it canceled and request a replacement... I was assured this was done, the check had not yet been cashed, everything would be fine... PLEASE check your notes! 

I patiently waited, and waited, eventually calling and being assured REPEATEDLY it's on the way... until XXXX when I called yet again and was informed the check had now been cashed, XXXX  MONTHS after I reported it stolen, XXXX  MONTHS after it should have been canceled!? That's on YOU, not me! We spent HOURS on the phone, I got passed around to different departments, different supervisors, the fraud department did extra verification, I was given the name of the person who cashed it ( I've never heard that name, and no one in the management office knows him either... but its not MY name and not even MY GENDER, I live alone and stay fairly secluded, so again, this is NOT on ME ) but I was finally, once again, assured a replacement check was now on the way, just be patient. 

So when I called AGAIN in XX/XX/XXXX, and explained AGAIN I've still not received my check OR my points, we also discussed how ridiculous it is I'm even being sent a check in the XXXX century, that I transfered the funds to you out of my account and you should just transfer it back the same way. I was told that couldn't happen for some reason, but after inquiring with team leads, etc, I was told we could apply it to my Amazon card balance, plus also the points... win win! You technically get it right back, I'm finally paid back, everyone 's happy... I just need to wait ANOTHER billing cycle... I have this call recorded, as well! We were all so happy to finally have this resolved... nope, fooled again... 

This brings us to yesterday, XX/XX/XXXX ... when I called yet again to inquire as to why I'm still not repaid ( how would this work if the situation was reversed and I owed YOU this long while stringing you along with lie after lie, I wonder... ) I had checked my card, and not only did your company NOT keep its word, AGAIN, but I've now been charged INTEREST on a balance I SHOULDN'T EVEN HAVE!?! I've NEVER paid you interest as I ALWAYS pay most of my balance... so again, NOT ON ME! So I called, and I told the girl extremely nicely that I'm sorry for my frustration, that I know it's not her fault, but I'm at my limit and she might want to get me a supervisor... next thing I know, an EXTREMELY rude woman asks me if I was aware the first check was cashed, and when I tried to tell her that I was told that XXXX  months AFTER I called and canceled it, she interrupts and repeatedly tells me " that's not a service we offer '' and " report it to the authorities '' and refuses to hear another word from me! I HOPE you recorded that call, I know I did, and I HOPE you listen to how she spoke to me, as if I've done ANYTHING wrong! I did EVERYTHING I was supposed to and believed everything your representatives told me... I've been an extremely patient victim of your company 's mendacious dereliction, and thats on YOU too... I'm still gobsmacked! This is absolutely unbelievable! It's {$170.00} you KNOW you owe me, WHY fight it like this?!? Is this how you grow a company, by stealing from poor people?!? 

Thank you XXXX XXXX ''

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