Consumer complaint received 2025-05-26 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: MD

Complaint narrative:
b'I intiated contact w/Synchrony Bank XXXX XXXX & informed them of my new checking account information. My previous banking institution had too many incidents where my account was compromised & I decided to switch banking institutions. Unfortunately, the representative did not log my checking number correctly. When I discovered that they were still trying to process payments from my old checking account instead of my new checking account I immediately called & informed them of this & processed a payment. Please note the brief detailed discussions with Synchrony customer service representativesXXXX XXXXalled & processed Lowes payment Confirmation # XXXX XXXX XXXX XXXX XXXX \XXXX XXXX XXXX I was at Lowes trying to purchase some household items and was unable to utilize my Lowes credit card. I called Synchrony Bank & spoke with True, who  informed me my credit account was closed due to NSF. She informed that my automatic purchase were declined. I assured that there was money in my accounts to cover my payments. She verified my "old" account details & I told her that information was incorrect.\nI informed her of the discussion with representative on XXXX \nSynchrony Bank was still trying to process payments from the closed checking account. I explained this to True, she saw the notes from my call on XXXX  She said to me [not verbatim] \n"I see when you called & changed the account details. The representative had the numbers transposed. We will reopen the account with a waiver, after 24 hours & it seems to be approved."  We reconfirmed my new banking account information was accuraXXXX I also called Synchrony Bank/Amazon. Talk to XXXX XXXX XXXX XXXX & transferred to Amazon  spoke XXXX XXXX XXXX XXXX XXXXST. Who was extremely Rude & Overtalked the entire time!! I was trying to explain about my checking account chqnges & he literally was screaming saying I needed to pay! I eventually Hung up on him. \nI called back & spoke wXXXX  (Amazon) she updated account information, I paid XXXX, and she assured me there was no negative reporting & provided Conf XXXX XXXX XXXX XXXX. I then called Synchrony Bank/ Lowes \XXXX XXXX XXXX XXXX spoXXXX XXXX  who confirmed he sees the waiver and an account specialist will review the account & decide up to 60 days, & letter will be mailed.  If I wanted to provide additional information I could go to www.synchrony.com to upload documents via website and/or Fax documents to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX reviewed the account, noted account is under review. Unable to assist. Transferred XXXX XXXX XXXX XXXXrom text support to assist with attachments. Supporting documents detailing fraud sent. \n\nOver the course of XXXX XXXX XXXX I made several calls to Synchrony Bank informing them they were still charging the wrong checking account?!? I called several times in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX confirmed my banking account number was still incorrectly noted in their system. I informed him this is the umpteenth time I have updated the account. Spoke w/ XXXX XXXXtomer service supervisoXXXX XXXX   advised account information is accurate that I repeated & shows in the system. However, when payments are being processed, the system is still pulling ACH withdrawals from a closed account and causing NSF\'s. Preparing a work case # to cover both Amazon & Lowes. Will submit information appropriately via the back payment office. XXXX XXXX  Synchrony Bank closed the Lowes account citing numerous NSF discrepancies even after they noted several times to me that the checking account details were incorrect.\n\nMy Lowes/Synchrony Bank account closure was unjustified due to their incompetence. I called over several months reiterating my new checking account details. I would like to open & file a claim because this is showing on my account as derogatory on my credit reports, Synchrony Bank had no accountability for their customer representatives lack of knowledge & skills and the horrible & unnecessary experiences I endured.'

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