Consumer complaint received 2025-03-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
XX/XX/XXXX I attempted to charge {$100.00} using my Sam 's Club Synchrony Bank XXXX XXXX. The card declined. I contacted Synchrony Bank for Business at XXXX The first representative explained that a letter was sent explaining that Synchrony Bank completed a review and determined certain information regarding the Beneficial Owner ( XXXX ) of the account holder was required. If not provided within 20 days of receiving the letter, Synchrony Bank will close the account.

I explained that information was already provided to Synchrony Bank less than a year ago, on three ( 3 ) separate prior occasions, including bringing documents in-store to be verified. On those three ( 3 ) separate occasions I provided the requested information, I was told that it was a one -time verification, it's in the system and no further action would be required. But clearly that too was a lie. The representative apologized and stated that the system is showing that I provided the requested information back in XX/XX/XXXX and that I would need to speak with someone in compliance. 
Attached to this complaint is another letter received dated XX/XX/XXXX, less than 60 days later, stating Synchrony Bank had completed yet another review and determined certain information regarding the XXXX XXXX ( XXXX ) of the account holder is required. I dialed XXXX on XXXX at XXXX AM and provided the required information for the XXXX XXXX. 
I was transferred to a representative by the name of XXXX who stated this default was due to new compliance with the US Department of Treasury as of XXXX. If true, Synchrony Bank failed to provide proper notification of this new consistent required compliance in XXXX or XXXX. Such requirement ( XXXX ) is not spelled out in the Sam 's Club Mastercard Business Agreement.

I spoke with several inept representatives. Several of whom contradicted themselves and Synchrony 's reasoning for having to repeatedly request such sensitive information. XXXX representative stated, upon checking the last XXXX ( XXXX ) RECORDED phone calls with another Synchrony Bank representative, that the verification that I provided only captured my first and last name. I knew that was completely fabricated. 
Another who spoke at me with an authoritative tone had the audacity to firmly state that I've NEVER provided the requested information regarding the Beneficial Owner ( s ) of the account holder and that was why my account was restricted. Had any of the aforementioned held an ounce of truth the account would've closed in XX/XX/XXXX at the latest, its XXXX. So obviously, the required information regarding the XXXX XXXX ( XXXX ) of the account holder was provided to Synchrony Bank. 
XXXX ( XXXX ) months later Synchrony Bank I received another letter dated XX/XX/XXXX requesting the SAME information regarding the Beneficial Owner ( XXXX ) of the account holder. Prior to or on XX/XX/XXXX Synchrony Bank completely restricted use of the card without prior warning. However, in Synchrony letters it clearly states that if requested information is not received in XXXX calendar days of the date of the letter, the account would be closed. 
This is complete utter harassment to say the least.

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