Consumer complaint received 2025-12-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
On XXXX XXXX I received a call from Synchrony Bank XXXX XXXX. She needed to verify my change of address. I submitted my ID and a current utility bill that same day. She stated that it would be XXXX hours and the hold on my account would be lifted. On XX/XX/XXXX, I contacted the bank because I couldn't log into my account. The customer service agent stated that I needed to send in additional documentation because the address on my ID wasn't the same as the utility bill. ( I had just moved ). So I emailed them my ID, XXXX utility bills, a copy of my lease, a letter from Synchrony bank that showed where I changed my old address to my new one, a copy of the bank checks that I had received at my new address. I was once again told it would take XXXX hours and I would have access to my account. On XX/XX/XXXX, I still had no access so I contacted the bank and was told that I had to resubmit the documents so I did. On XX/XX/XXXX and XXXX I contacted the bank and was told that it was still under review. On XX/XX/XXXX, I once again called the bank and talked with XXXX, She stated that the account was still under review and verified that they had received all the documents, she put in for the hold on my account to be lifted. XX/XX/XXXX, XXXX, I contacted the bank and was told that it was under revies and it would take XXXX hours. I asked to speak to someone in the review/fraud department and was told that there was no way for the customer service agent nor myself could talk to them because they had no phone number. On XXXX XXXX, I once again called the bank and was told that the review department looked at my account on XX/XX/XXXX and it would be XXXX hours for them to lift the hold. I once again asked to speak to someone in that department or to a supervisor and was again told that department could call out. On all of the previous dates I had requested that a supervisor or someone from the review/fraud department contact me. On XX/XX/XXXX and XXXX I once again called the bank and was told the same thing that it would take XXXX hours, and that the person I spoke to each of those times stated that they were putting a request to lift the hold on my account because the bank had received all the necessary information. I called the bank on XX/XX/XXXX I talked to a gentleman named XXXX he stated that the account was under review and it would take XXXX hours. I told him that this is getting XXXX because this issues has been going on since XX/XX/XXXX. He verified that they had received all the documentation and said he put in a request for someone to contact me and the it would be XXXX hours. I have my grandchildren living with me and this is really causing myself a huge hardship. I receive XXXX benefits from the VA due to the fact that my deceased husband was retired Military, and XXXX XXXX VA XXXX before he passed away. The money in this account is from the VA department. I feel like the bank is just hold onto the money in my account so they can get the money from the interest on the account .. My account is a money market checking account.

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