Consumer complaint received 2024-03-24 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: MA

Complaint narrative:
I opened an Amazon Store card, operated by Synchrony Bank on XX/XX/XXXX as the result of an email offer that i received. The offer was for an {$80.00} statement credit, upon approval, and a {$120.00} statement credit upon making {$500.00} in purchases within the first 90 days of the account being opened. At the time i was planning on making a purchase of solar panels and batteries, so i decided to apply and was approved shortly thereafter. The statement credit of {$80.00} showed up and was credited to a purchase. After my initial purchase of {$890.00} ( for batteries ) the {$120.00} credit showed up in my Amazon account, as well as pdf statements viewable on line. This credit is still currently visible on Synchrony 's website, amazon.syf.com when i search for prior statement of XX/XX/XXXX. I had not used the card, and statements were not issued. 
On XX/XX/XXXX, i was shopping on Amazon, knew that i had a prior points balance that i had not used, and tried making a purchase using points. When i was trying to check-out, the Amazon Store card did not reflect any rewards points of {$120.00}. I completed the transaction using a different payment method. After that transaction, i contacted Amazon customer support, who recommended that i call Synchrony. I called twice on XX/XX/XXXX, the first representative told me to try again. The second, ( XXXX XXXX told me that my points had expired. I asked for a copy of the card holders agreement where that was referenced, she asked me to hold, and came back and told me that my rewards points were still available, but i would not be able to see them because my account did not have a balance. I have the original card holders agreement as well as the current terms which can be printed off of Amazon 's site. I asked why i could not see the rewards on Amazon 's website, and was not given an answer. 
I made a purchase on Amazon with the ( Synchrony ) Amazon Store card, so the card would now have a balance. Today XX/XX/XXXX, the purchase has posted, and i called Synchrony in order to pay with the points. I am told the only way to do that is to pay through their website, amazon.syf.com. Their website HAS NO OPTION to pay with points. I have been told by their customer representatives that i need to download the APP for a smart phone and that will work, IT DOES NOT. I was told that i need to access their website using XXXX XXXX as a browser and then i can pay with the rewards points, that didn't work, now ( XXXX ) another representative is telling me that there is an issue with my three devises and i need to contact Synchrony tech support ( XXXX ). The bottom line is i signed up for a credit card with certain features and benefits and Synchrony is refusing to deliver on their credit cards terms and condiions. I can not be the only consumer that they have done this to!!!

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