Consumer complaint received 2024-12-08 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: CA

Complaint narrative:
Hello, I am writing to formally report and request resolution for an urgent issue concerning my CareCredit credit card account issued by Synchrony Bank. Specifically, I have identified a concerning discrepancy regarding an unfamiliar phone number associated with my account. This inconsistency raises serious questions about the accuracy and security of my personal information. 

Details of the Issue : Unauthorized Phone Number : The credit cards app displays a phone number that does not belong to me but matches my fathers number. I have confirmed with him that he has been receiving access codes for getting into my account, which is both confusing and concerning. 
Customer Service Response : Despite contacting their team multiple times, I was assured that only my phone number is on file. This directly conflicts with the evidence I have, including a picture I took of the phone number on their app. 
Potential Security Concern : This discrepancy suggests a possible breach or technical error in their system. Unauthorized access to my accounts sensitive information could lead to significant security risks and I would like them to take immediate corrective action. 
Customer Service Experience : The dismissive attitude of their customer service agents has compounded my frustration. I called the CareCredit hotline multiple times in the past week regarding various issues surrounding my card, yet each time, my concerns were met with reassurances that do not align with the facts or address the core problem. On multiple occasions, agents downplayed the issue, referring to it as a glitch and implying there was nothing more to investigate. Some even went so far as to say, " Well, the supervisor is just going to tell you the same thing I just told you, '' only for the supervisor to provide a different explanation that temporarily fixed the problem. Despite my persistence, these interactions have lacked the urgency and seriousness that this situation warrants, leaving me feeling disregarded and unsupported. 

Actions Requested : 1. Comprehensive Investigation : Please investigate how this phone number was associated with my account and provide a detailed explanation.

2. Immediate Correction : Ensure that the unauthorized phone number is removed and that all communications and access codes are directed solely to my verified contact information.

3. System Audit : Conduct a thorough review of your systems to identify and resolve any technical or procedural issues that may have contributed to this error.

4. Written Assurance : Provide written confirmation that my account information is secure and that steps have been taken to prevent future occurrences. 

Supporting Evidence : I have attached a screenshot from the app showing the unauthorized phone number. 

Additional Concerns : This is not the first issue I have encountered with CareCredit. For instance, I recently experienced a problem while traveling, despite having submitted a travel alert. My card was deactivated in XXXX, leaving me without access to funds. I explained to customer service that I would be stranded and they were initially unhelpful and unmoved, and the issue required intervention from a supervisor who easily reactivated the card and told me the complete opposite of what the agents initially told me. That was a dangerous situation. 

I've also had problems with cash advances recently. I filed a complaint against an operator who confidently told me that I'm unable to use my card for that and that getting transferred to the supervisor would yield the same results only to be told by the supervisor that I in fact can use my card in that manner. 

On top of all that, I've also been unable to access my rewards for the past month. They told me a ticket was submitted for the rewards issue but I never received confirmation. At the moment, I have more than XXXX points. These repeated incidents have further eroded my confidence in the reliability and security of this company. Moreover, this can happen to other customers. 

Thank you for your immediate attention to this matter. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief