Consumer complaint received 2024-12-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
Account # : XXXX Description of the Issue For most of XXXX, I have experienced unresolved issues with the online interface for my PayPal Cashback Mastercard account. Despite repeated attempts to address these problems directly with Synchrony Bank, including letters sent on [ initial letter date ] and XX/XX/year> ( both confirmed received by Synchrony ), the following issues persist and have escalated : XXXX. Online Access and Notifications : o I have been unable to access my online account to view statements or manage transactions effectively.

o I no longer receive purchase or charge notifications for my card, leaving me vulnerable to fraudulent activity. 
XXXX. Failure to Resolve Issues : XXXX  Synchronys response to my initial complaint was unhelpful, merely directing me to the website without addressing the actual problems. 
o Despite confirming receipt of my follow-up letter on XX/XX/year>, Synchrony has not provided any resolution or substantive response. 
XXXX. Failure to Deliver Statements : XXXX  As of XX/XX/year>, I have not received my monthly statement via mail. This is unprecedented in the seven years I have held this card. The delay is unacceptable, and I now face additional challenges in managing my account and making timely payments.

Impact on Me Increased Risk of Fraud : The lack of purchase notifications makes it impossible for me to monitor transactions in real-time, exposing me to potential unauthorized charges. 
Disruption to Financial Management : Without online access or mailed statements, I can not effectively track or manage my account.

Stress and Inconvenience : Synchronys failure to resolve these issues has caused significant frustration, wasted time, and undue stress. 
Attempts to Resolve Initial Complaint : I contacted Synchrony multiple times throughout the year to report the issues. 
Follow-Up Letter : Sent on XXXXXX/XX/year> and confirmed received by Synchrony. No resolution or acknowledgment of the specific issues has been provided.

Resolution Sought I request the CFPB 's assistance in compelling Synchrony Bank to : XXXX. Resolve All Technical Issues : Restore full functionality of the online account interface and reinstate notifications for purchases and charges. 
XXXX. Reinstate Mailed Statements : Ensure timely delivery of all future statements. 
XXXX. Compensate for Damages : Provide compensation for the disruption, increased fraud risk, and stress caused by their inaction. 
XXXX. Provide a Clear Timeline : Outline a timeline for resolving these issues to avoid further delays. 
Supporting Evidence I can provide copies of : Letters sent to Synchrony in XXXX and XX/XX/scrub>11/23/2024. 
Synchronys confirmation of receipt for the XX/XX/year> letter. 
Records of previous attempts to resolve the issue through customer support. 
Thank you for your assistance in addressing this matter. 
Sincerely, XXXX XXXX

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