Consumer complaint received 2025-06-27 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Problem accessing account
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
XXXX I requested that my name be changed to XXXX. I was told they needed my divorce decree and an application of participation. I uploaded all the required information but my name remains XXXX. I received another call on XX/XX/XXXX asking me to send in another application for participation. 

XX/XX/XXXX I contacted Synchrony to try to again set up online access to my account. They sent me a text with a link. This link is required to make a video and take a photo of the front and back of my license. After I completed this I received a code. When I called Synchrony back with the code they said their system does not recognize the code. They then offer to send a letter that takes 5 to 7 days to arrive. When it did I called Synchrony back with the code only to be told that their system does not recognize that code either. 

XX/XX/XXXX My CD matured however, I was unable or forced to keep my business with Synchrony since they never made the correction or change in my name. I no longer have ID that has the name XXXX XXXX. If I were to transfer or rollover my IRA to another institution in the correct name. I do not feel secure with a company handling my money when they have systems that keep clients from having access to their accounts. 

XX/XX/XXXX I contacted Synchrony to request access to my account online. This is frustrating since this bank has no brick-and-mortar locations so you are alone. You can gain access to your funds via online access. However, when I do all that they say is required their systems do not recognize the code that is issued to me. I spoke to nine ( 9 ) representatives who could not help, in fact, the last representative asked me, " Why is the code not working ''? I could not assist him with an educated answer. 

XX/XX/XXXX I am requesting to have my account transferred to XXXX. This is a company that has a solid reputation. I have had no problems with their level of professionalism. Something is ethically and morally wrong within Synchrony. I am not sure if they are going through with structural changes but I am no longer willing to do business with them. I do not trust their business tactics.

They are using unethical tactics to keep me from having access to my account. They can not be this inept and unprofessional. Please investigate their practices and tactics.

You will certainly see a pattern. The FDIC needs to be alerted to Synchrony and their tactics. They may not be illegal but clearly, they are unethical, unprofessional, and not user-friendly.

Your statement is available online. 

Dear XXXX XXXX, You've got a new Synchrony Bank statement that you can view online.

To access your statement ( s ), simply : Visit synchronybank.com and click Statements under the Inbox tab of the navigation tool bar Sign into the Synchrony Bank mobile app and click View Statements under the " More tab Select the year and account for which you would like to view statement ( s ) and then click View Statements for the statement you'd like to view Thanks again for choosing Synchrony Bank.

Sincerely, Synchrony Bank Customer Service This is an unmonitored email box. Please do not reply to this email.

Note : This email was sent by Synchrony Bank to provide important account servicing information regarding your Synchrony Bank account. You may receive account servicing emails even if you have requested not to receive marketing offers by email for your Synchrony Bank account. Synchrony Bank is located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

For more information about the security of your information, please read the Synchrony Bank Privacy Policy. 

XX/XX/XXXXXXXX XXXX Dear XXXX XXXX, Thank you for going through the verification process. Your passcode is XXXX, which is valid for 24 hours. Please call us at XXXX to update the account. 

Regards, Verification Team Note : This is an unmonitored email box. Please do not reply to this email.

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