Consumer complaint received 2025-12-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
I am writing in regards to a XXXX XXXX branded XXXX XXXX XXXX XXXX  XXXX issued by Synchrony Bank. I have been a XXXX XXXX  member and credit card holder since XXXX. 
Account number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have had intermittent issues with my XXXX XXXX credit card not being read at card readers for some time. On XX/XX/XXXX my card was declined three consecutive times at a XXXX XXXX gas station in XXXX XXXX Florida. As a result, I immediately contacted the Synchrony fraud department. The representative stated it was most likely a defective chip in the card as there were no fraud alerts on my card and the remedy would be card replacement. I stated I would try using it for a XXXX XXXX purchase within the store located adjacent to the gas station before requesting a replacement card. Two purchases processed without incident at the XXXX XXXX checkout shortly after my phone call. A few days later the card reader again displayed a declined message at a XXXX store in XXXX XXXX. That decline prompted me to request a replacement card by phone after learning there were once again no fraud alerts on my card and to have it mailed to my Florida address. 
The challenge I am writing about began when I tried to activate the replacement card. None of the Easy ways to activate included with the replacement card instructions worked. That prompted me to contact the Synchrony phone number listed on the back of the card on XX/XX/XXXX. After standard verification questions, I was routed to the Synchrony fraud department. I was then told to submit a five second video as identity verification with no explanation as to why the request was being made. My response was that is an absurd request as you have no way of validating my identity from a video and the request was an extreme violation of my privacy that would be retained electronically virtually forever. I was offered a second option of providing a copy of my drivers license accompanied by a copy of a utility bill or other similar documentation. I again refused such an absurd request that had no merit in validating my identity. In addition, no secure transmission method was provided for either option. Unsecure transmission of such personal information has the potential to put me at great risk of identity theft. The response from the representative was those are the only two options.

I then requested the call be escalated to a manager. The next few people I spoke with were beyond rude and extremely unprofessional, one repeatedly talking over me and another refusing to provide her name or location as I made repeated requests to have the call escalated. I was finally directed to XXXX. XXXX was very professional in listening to my concerns as well as trying to provide context related to the issue at hand. XXXX stated he was the highest level of authority available on a Saturday. XXXX also stated that he, even as a manager, did not have access to details as to why my account was now locked and affirmed the only two validation options were as noted previously. I again stated there was no way those options could validate my identity and were beyond intrusive. XXXX stated my objection was a common complaint. Reiterating he did not have access to additional information or the authority to provide another avenue for resolution. I then requested direct dial contact information if follow-up were necessary. XXXX stated there was no direct dial contact available and other managers would be able to review his notes should I call back during regular Monday Friday business hours. XXXX also stated I would be receiving an email with additional information within twenty-four hours. 
At XXXX XXXX ( est ), on XX/XX/XXXX, I called Synchrony to inquiry about the status of the email I had not received. Unfortunately, my conversation again began with a very unprofessional and discourteous representative. Unable again to elicit a positive response. No one I spoke with was able to provide an update, other than the scripted response of youll get an email with further instructions. Again, being very frustrated, I terminated the call. 
Later in the day on XX/XX/XXXX, email time stamp XXXX XXXX  after more than forty-eight hours I received an email from Synchrony that included a link to additional information. At that time, I was able to access the letter, which included the same information that I was provided verbally previously. The letter stated that if I needed further information, I would need to contact the fraud department at XXXX. 
After reading that information on XX/XX/XXXX, I called the phone number listed on my card and was immediately routed to the fraud department with no other option. I was met with much of the same unprofessional, discourteous and very rude attitudes that I initially experienced on both XX/XX/XXXX and the first call on XX/XX/XXXX. I stated I had reported no suspicious activity, had no unauthorized charges and my account was current after reviewing my most recent statement activity. It once again fell on deaf ears. 
I then began searching the internet for information and potential solutions related to Synchrony Bank credit card issues. I was surprised to find a host of information related to the customer disservice I had received from Synchrony Bank staff. Apparently, customer disservice is the Synchrony Bank business model. None of the information I found offered potential solutions other than contacting senators, congressional representatives or government agencies. I also tried contacting XXXX XXXX directly for assistance. I was immediately transferred right back to Synchrony card services with no explanation. 
This is also not the first time I have had issues with the Synchrony fraud department. It is a matter of practice for Synchrony Bank to lock cards with no explanation, though this is the first time I have not been able to resolve an issue. There is no other bank card that I have, inclusive of XXXX XXXX, XXXX, XXXX XXXX, and XXXX XXXX that lock cards without notification if there is suspicious activity. 
I also currently have a XXXX XXXX score of XXXX and XXXX XXXX of XXXX, nearly {$100000.00} in card limits and no credit alerts of any kind from any of my credit monitoring services. Please help, I currently pay for a {$100.00} membership fee that I can not use and have lost XXXX rewards credits as depicted in the attached document provided by Synchrony Bank. I am at a total loss having worked in the banking industry interacting with our fraud department on almost a daily basis. This is an established card account that has never had a late payment. I am being subjected to scrutiny that other card holders are not, which I find very discriminatory. I am not buying a new XXXX or a home on the beach to deserve this type of subprime borrowing requirements for an established credit card. My information, including the mailing address on the replacement card, can be easily validated through publicly available information or a variety of commercial tools currently available for fraud alerts and detection without subjecting me to the potential of identity theft with the advent of AI. Even the XXXX allows individuals to opt out of facial recognition, however, not Synchrony Bank. 
Sincerely, 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