Consumer complaint received 2025-01-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
This was the letter I sent to Synchrony Bank in XXXX : XX/XX/XXXX Re : Master Card # [ redacted ] XXXX XXXX XXXX, XXXX and XXXX Synchrony Financial XXXX XXXX XXXX XXXX XXXX, CT XXXX Dear XXXX XXXX : Today I spoke with someone in your Customer Service Department named XXXX, and got this address. When I looked at other sources of information for your company, I found the address of XXXXXXXX XXXX  XXXX XXXX, so I am sending this correspondence to both addresses I was unable to find a phone number for your corporate offices, and XXXX refused to provide XXXX. I called in order to attempt to solve an issue that began XXXX months ago, but as usual the employee that I spoke with was unable to help me. The lack of resolution seems to have negatively affected my credit rating, and I would like to have your fastest possible assistance in clearing up this matter. Today was the fourth time in XXXX months that I contacted customer service about the same issue, and I will give you a chronology about what happened and ask that you immediately rectify a situation of lies and incompetence that has characterized my dealings with Synchrony Financial since XXXX. 

XX/XX/XXXX I activated a Master Card with XXXX who told me that I would be receiving 5 % cash back on my purchases for the upcoming 30 days. I also mailed a payment of {$710.00} ( XXXX  XXXX check # XXXX ) while at the same time disputing a charge of {$35.00}, a late fee of {$15.00}, and an interest charge of {$24.00}, which meant that I paid over 90 % of the statement balance for the XX/XX/XXXX statement. 

XX/XX/XXXX I spoke to XXXX XXXX about the outstanding balance from XXXX and she was unable to help me. I asked her about the cash back promotion and she said that the card never offered more than 2 % cash back. Since this was incorrect, I asked to be transferred to a supervisor. I then spoke with a supervisor named XXXX, who said that he would investigate this and that I would get a response by mail within 1-2 billing cycles. I told him that this seemed like too long a timeframe, and directed him to listen to the recording of my conversation with XXXX on XX/XX/XXXX, ( as according to a recorded message when I called in on XX/XX/XXXX, conversations with the Customer Service Department are recorded ) so that he could verify the 5 % cash back offer sooner rather than later. In the meantime, I directed XXXX to suspend my account until the matter could be fully investigated and resolved. 

XX/XX/XXXX Since my payment was due on XX/XX/XXXX, and I was anxious to resolve the matter, I called again as a good faith effort. This time I spoke with XXXX and XXXX but was told that the retention offer made by XXXX was not 2 %, but was 3 %. I reiterated that it was 5 % and again referred your employees back to the recording of my conversation with XXXX on XX/XX/XXXX. Each time I spoke with your Customer Service Department, no one gave me any assurance that they would escalate the matter or resolve it. Instead of getting the response promised by XXXX, I began getting letters calling my account delinquent. 

XX/XX/XXXX I spoke with a supervisor named XXXX, and he asked if I had received a letter regarding the investigation initiated by XXXX on XX/XX/XXXX, and I told him that I had not. He offered to submit a report to the complaint department on my behalf. Even though my account was suspended at my direction for XXXX months and therefore there were no new charges made with my Synchrony credit card, late fees and interest charges continued to accrue on my Master Card statements. 

Todays conversation with XXXX was already documented above. I believe that Synchrony Financials inaction on this matter has negatively affected my credit rating. If I do not hear back from your institution by XX/XX/XXXX, I will take all legal measures and contact all consumer-related agencies of all levels of government, and non-governmental entities, to advocate on my behalf in this matter, and to get damages to compensate for XXXX months of lies and inaction on the part of your employees. 

Thank you for your anticipated cooperation in getting this matter resolved. 

Sincerely, [ name redacted ] cc : XXXX XXXX XXXX, President and CEO Synchrony Financial XXXX XXXX XXXX XXXX XXXX, CT XXXX I received a letter back from " XXXX XXXX, Senior Specialist for Corporate Consumer Relations '' on XX/XX/XXXX with the following contact number ( XXXX ) XXXX extension XXXX. I called this number on XX/XX/XXXX, and on XX/XX/XXXX and XXXX, XXXX and since XXXX did not answer I left messages but she never returned my calls. On XX/XX/XXXX and XXXX, XXXX I received unsolicited calls from a number ( XXXX ) XXXX ( the number showed up as " Client Services '' on my caller ID ) and when I asked what the call was about, the caller said it was an attempt to collect a debt to Synchrony Bank.

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