Consumer complaint received 2024-09-27 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Credit card company forcing arbitration
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
Person of Interest XXXX XXXX XXXX XXXX XXXX XX/XX/year> Hi, XXXX XXXX Thanks for being a XXXX customer for 18 years with rewards. Synchrony Bank, XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX www.synchrony.com live chat tells me " I apologize but I would have to request for you to call our technical customer service number at XXXX for further assistance. I regret to inform you that at this point, we do not have access to your account to process any request or check any information. '' I called XXXX at XXXX XXXX after the first call of customer service number on back of card at XXXX XXXX XXXXXXXX no help other than repeating chat but informing me that they closed my account although paid and would do the same to my other but I refused and I couldn't get statements or fraud alerts including XXXX XXXX  told me to call XXXX she hung up and I called XXXX aXXXX XXXX XXXX I repeated the same XXXX XXXX XXXX XXXX as he said no support. 


-- -- -- -- -- - COPY OF CHAT -- -- -- -- -- - Hi, XXXX XXXX, Synchrony 's virtual assistant! Just so you know, this chat may be monitored and recorded for quality purposes. 

For your convenience, our site has been updated to offer you even more features than before. You won't need access to our old Consumer Center site going forward. 

How can I help you? 

How to Ask XXXX Questions XXXX XXXX Thank you for logging in. 

My account is missing XXXX XXXX I apologize that you are not able to see your account. Accounts will automatically be in your Account Manager when the primary cardholder 's SSN, Last Name, DOB, and Zip code match. 

Let 's get you to a live chat agent who can verify your account details so all of your accounts will be available in your Account Manager the next time you login.

Register New Account Connect to Live Chat Was this helpful?

Yes No Connected to Live Chat Customer Service Representative : XXXX Welcome to MySynchrony.com Chat. Your chat may be monitored and recorded for quality purposes. A chat agent will be with you momentarily. 

Thank you for your patience, we are currently assisting other customers. An agent will be with you momentarily. 
XXXX XXXX XXXX. Thank you for contacting Synchrony. My name is XXXX, a live agent from chat credit services and I'll be happy to assist you. 
L I understand you are reporting your card as lost/stolen, is that correct? 
None of my cards are lost or stolen. I am reporting that my account isn't howing online. 
my XXXX XXXX synchrony bank account ending in **** isn't seen. 
L I do apologize. Let me check our records here. 
XXXX XXXX I please have the last 4 numbers of the account that you are inquiring? 
XXXX XXXX XXXX XXXX XXXX XXXX Thank you. 
L Please bear with me while I pull up your account. 
I will wait and Thank you L Thank you for patiently waiting. Upon checking, it does show here that the account is not yet registered online. Beside the card image when you click on Add account there will blank space, place the mouse pointer there and click on it. Then, the add account option will be highlighted. 
L Can you please try that option instead? 
L Were you able to get through? 
There are no other card images and no option to add account. It just shows my carecredit account ending in XXXX XXXX XXXX XXXX XXXX Can you please try to click the last 4 of your Care Credit account number to see the full options? 
L I will check your status from time to time to make sure that our chat session won't be disconnected. Please don't feel like I'm rushing you. 
Activity, Statements, More... Details, Account Services There still is no option to add or view other cards/accounts. 
L I see that you are typing. I'll be right here. 
L I'm sorry for all the troubles this has caused you. We have not received any reported issues but we appreciate that you alerted us about this. Please be assured that I will report this to our technical team so they can check into this. 
L I may suggest to kindly try to clear cache on your browser. As another option, you may try to login using a different browser preferably XXXX XXXX, XXXX XXXX or XXXX XXXX and then log back in on the credit card site. 
L Can you please try that options? 
XXXX XXXX has been disconnected many years ago. We are in the age of XXXX and XXXX XXXX that would have XXXX XXXX etc. 
My account doesn't seem to be reconized not just in the web browser. Please look it up. 
L Alright. Can you please try to go to www.mysynchrony.com and click " Register Now '' to register your account. 
L I will check your status from time to time to make sure that our chat session won't be disconnected. Please don't feel like I'm rushing you. 
Sorry, we are having trouble locating your account. Please make sure you entered your information correctly. 
L I apologize but I would have to request for you to call our technical customer service number at XXXX for further assistance. I regret to inform you that at this point, we do not have access to your account to process any request or check any information. 
XXXX We kindly ask for your understanding for any inconvenience and limitations. Were there any other concerns I may help you with perhaps today? 
I jut need access to my account so I can use my card / pay bills/ report income etc L I understand and I sincerely apologize for the trouble and inconvenience this has caused you. 
My card customer service number says XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have provided you the number to our technical support team to assist you to register your account online. 
L I see that you are typing. I'll be right here. 
Are you saying my account got unregistered or deleted by someone unauthorized? It's been active and I'm logged in. 
L I am sorry, it appears that it was not yet registered, Usually when logged in there is a list of cards like for the dentist, animal hospital, online retailors, etc. 
XXXX Yes. You will need to sign in first on your online account using your existing login credentials ( Username and Password ) .Then you will see a popup when you log in to the Synchrony Account Manager dashboard.When you click the NEXT or GOT IT! button, you will get the eConsent popup. eConsent is required to use the Synchrony Account Manager dashboard. Clicking the I UNDERSTAND button will navigate you to the Synchrony Account Manager dashboard homepage.

L But you have to be register first or link your account online.

L I apologize if we are limited on what we can do for this particular concern, I wish I could have resolved this to your satisfaction. Thank you for your kind understanding. May I ask if you have any other concerns or questions that I may be able to help you with? 
synchrony : Hi, XXXX XXXX Thanks for being a Newegg customer for 18 years L I sincerely apologize XXXX. 
L I would love to help but I sincerely apologize however at this point, we do not have access to your account to process any request or check any account specific information.

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