Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account has been permanently limited

  Business response

  01/24/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  January 24, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:               ********
  Creditor:                       Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 21, 2025. I appreciate you bringing this matter to my attention.
  
  I attempted to reach out to you on January 23, 2025, to discuss your account; however, I was unable to connect. Upon reviewing our records, I was unable to locate an account associated with your name, address, and phone number.
  
  To assist you further, could you please provide the last four digits of the account number and the client name? We would be more than happy to help resolve this matter.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 31st I paid the entire balance on my Venmo credit card account ,which was $2,861.63 January 2nd I signed into my ***** ***** account and noticed $2,861.63 was withdrawn from my checking account again and again. The amount of $2,861.63 Was withdrawn from my ***** ***** checking account x 3. I called Synchrony and explained to a representative that $2,861.63 was to pay the full balance on my Venmo Credit card account and asked if she could transfer the $5245.86 back to my ***** ***** account. The representative said that’s not possible. I asked her if I have a credit of $5245.86 why does my card decline my purchases . She said the account is frozen. I asked why and she gave me no answer so I asked to speak to a supervisor.I explained to him that I had paid the full balance on Venmo credit card and the remainder of the money in the Venmo credit account belongs to me. He stated I still need to wait 10 to 14 days and there was nothing he could do. I called Synchrony 4 more times for 4 days in a row and asked about my credit. The representative said Synchrony will mail a check and it will take 10 to 12 days before I receive the check. I told the representative that I need the money now and ask if Synchrony can just keep the $ 5245.86 due to me on the Venmo credit card and I will use the card to pay bills and necessities. The representative said I should receive a credit by January 14 2025. I called Synchrony bank on the 14th and said,I still see a negative $5245.86 ,she said it won’t post till after midnight. I said to the representative that’s the 15th then and not the 14th as you stated. I looked at my Venmo card on January 15th at 2:38 am and have yet to receive +$5245.86. The payments on all of my other credit cards had cleared within 3 days. Synchrony claims it’s not posted yet and will not release my funds and I don’t understand why.

  Business response

  01/22/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  January 22, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:               ********
  Creditor:                       Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 15, 2025. I appreciate you bringing this matter to my attention.
  
  We received your payment of $2,861.63 and applied it to your account on December 31, 2024. However, you made two additional payments online through Venmo on January 1, 2025, in the amount of $2,861.63 each. Because we allow time for your bank to process the payment, your account may not be available for immediate purchasing of that amount. Your available credit was updated on January 14, 2025.
  
  All payments we received are applied to the respective account when they are received. However, the payment may not immediately be included in the accounts available credit. A customers payment could later be returned unpaid for multiple reasons, including but not limited to a stop or unauthorized payment. Due to out-of-state checks, posting delays, etc., it can take in excess of ten days for Synchrony to receive notification of a returned payment notice from the accountholders bank. Additionally, all our customers are treated equally with respect to the handling of their accounts.
  
  Payments may be held for a number of reasons. Our customer service team may not know the specific reason a payment is held. The following are examples of reasons for a systemic hold on an account available credit:
  
  Large number of payments made within specific time period
  Previous returned payments
  Payments on new accounts
  Out of pattern payments
  Amount of payment
  
  We appreciate the opportunity to address your concerns and regret any inconvenient this matter may have caused you. However, we believe we have abided by the terms of the account.
  
  A credit balance refund check of $5,245.86 was issued via mail to you on January 15, 2025, resulting in a balance of zero($0.00) on your account. You will receive your credit balance refund check within 7 to 15 business days from the date of issue.  
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint started in October 2024 in regards to a September 2024 valid payment in the amount of $350. SYNCHRONY BANK(SB)(no name was specifically provided) stated that "they" sent back a Bank Cashier Check from **** ******* Credit Union located in ********** ********** in the amount of $350. When I went to **** to find out what happened, **** provided me with PROOF that SYNCHRONY BANK already processed the cashier check on September 23, 2024. I sent a copy of this PROOF to SYNCHRONY BANK at ** *** ****** ************ ** ********** for investigation. In addition, I also sent a copy off PROOF of payment from LOWE'S PRO credit card statement where is SHOWED "PAYMENTS" on the statement received in the amount of $350. Letter fm SB, date 10/04/24 stated(in part):"We want to let you know about a returned payment on your Lowe's Business Advantage account. Your payment in the amount of $350, previously credited to your account on 9/16/24 has been reversed. Letter fm SB, date 10/10/24 stated(in part):"..researching payment in question. You are not responsible for paying the disputed amt during investigation..." Letter fm SB, date 10/10/24 stated(in part):"...payment in question has NOT been credited to your acct. To assist us in resolving this matter, we need documentation of payment" (which I DID provide) Letter fm SB, date 11/05/24 stated(in part):"After further research, unable to locate payment based on information you provided. Unable to process claim.." "please send us documentation in support of claim that was not previously provided..." December invoice: Charged $350. Called on 12/9/24 to re-dispute again. January invoice: Now I am being charged interest on my outstanding balance which STILL INCLUDES the $350. SB claims I owe: $1404.95 + interest I claim I owe: $1054.95 + interest I sent a letter to SB telling them if they will not stop charging me $350 which I have already paid and proven I will NOT be paying the rest. And will seek an attorney

  Business response

  01/21/2025

  January 21, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:               ********
  Creditor:                       Synchrony Bank
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 10, 2025. I appreciate you bringing this matter to my attention. Thank you for taking the time to speak with me on January 14, 2024.
  
  On September 16, 2024, your payment in the amount of $350.00 was cashed by Synchrony and was applied to your account. On October 4, 2024, the payment was processed as returned for non-sufficient funds in error and applied back to your account. I sincerely apologize for any inconvenience or frustration this matter may have caused you.
  
  On November 7, 2024, corrections have been made to remedy this error and a credit was applied to your account in the amount of $350.00. We sincerely apologize for this error, and any inconvenience this matter has caused you. Let me assure you this was an isolated incident and not indicative of our standards of customer service. I have enclosed an account summary in order to better display all of the purchases, payments and fees. I have also enclosed a copy of your December 2, 2024, billing statement showing the payment adjustment credit in the amount of $350.00. 
  
  In addition, on January 14, 2025, we have removed interest charges in the amount of $0.28 and on January 16, 2025, we removed interest charges in the amount of $15.52; for the total interest applied to your account of $15.80. You will see these adjustments on your next billing statement.
  
  Please note that your account is accurate and the balance is deemed due and owing. Unless we receive specific information or facts regarding the purported dispute referenced in your letter, we will assume this response resolves the matter. We respectively must decline your request for compensation.
  
  In accordance with federal regulations, we are providing you the address of each credit bureau agency that reports this account on your credit bureau report.
  
  ******* ** *** ****** ******** ** ********** ***** ******** *************** ******** *** ******** *** ** *** **** ****** ** ***** ***** ******** **************** ********** * ******* ***** ** *** **** ******** ** ********** ***** ******** ****************** ******* ** *** **** *********** ** ********** ***** ******** ***************
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosure(s)  

  Customer response

  01/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  HOWEVER, PLEASE ENSURE my next billing cycle reflects what is currently in this response/information in the amount of $754.98 to

  reduce further challenges to billing cycle/and confusion.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the last two months two of my Synchrony retail cards were dropped from over $3k credit limit to $250 each. Previously my PayPal Credit (also Synchrony) was dropped from $10k to $3200. I need my credit availability for my businesses and lowering my available credit after 0 missed payments, on-time and over payments were completed and my credit score was dropped by 30 points due to this.

  Business response

  01/24/2025

  January 24, 2025
  
  Submitted via Better Business Bureau Website
  
  Case Number:              ********
  Creditor:                       Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 9, 2025. I appreciate you bringing this matter to my attention.
  
  It is our policy to communicate various changes made to your account. We regret any inconvenience our action may have caused you; however, the request for your previous credit limits to be reinstated has been respectfully declined.
  
  Synchrony's evaluation of an account is made utilizing a sound credit scoring system. We periodically evaluate our consumer accounts. The evaluations include reviews of account information and consumer credit bureau information. Based upon this evaluation, and in accordance with the terms and conditions of the account, Synchrony may decide to change the credit limit on the account.
  
  On December 12, 2024, your credit limit for the Adorama Edge Credit Card/SYNCB was decreased from $3,000.00 to $250.00. Your Synchrony Music & Sound credit limit was decreased from $3,300.00 to $250.00 on December 16, 2024. On November 27, 2023, your PayPal Credit limit was decreased from $10,000.00 to $3,400.00.
  
  As required, Synchrony sent letters to you advising of this decision. The specific reason(s) for the action were articulated in the letters, and I have enclosed copies for your review. Please be assured Synchrony based this decision on an overview of your account and your credit file.
  
  Please be further advised your credit score could change daily, based on information your creditors report to the major credit bureaus. Synchrony generally reports to the major credit bureaus once a month. There are many factors that go into your credit bureau score. For more information on how credit scores are calculated, and which factors may affect your score, go to www.annualcreditreport.com.If you do not agree with the information the credit bureau has provided, then we kindly request you contact TransUnion directly to discuss your credit file.   
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosure(s) 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Synchrony Bank received my payment in full for Guitar Center over a month ago but charged a late fee which was waived but they are assessing a $5 fee for interest accrued on their late fee and are refusing to remove it. Paying interest on a late fee that should have been waived in the first place is ridiculous and a grab for money. The agent threatened to place me in collections for the $5. This needs to be written off immediately,

  Business response

  01/21/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  January 21, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:          ********
  Creditor:                   Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 10, 2025. I appreciate you bringing this matter to my attention.
  
  In the interest of customer service and goodwill, I have waived an interest charge in the amount of $2.00 on January 16, 2025. Please allow 24-48 hours for the credit to post to your account.
  
  I would like to address your concerns regarding interest charges. Interest charges on your revolving account are based on the outstanding balance for each billing period.               
  
  For your convenience, a detailed description of the method used for calculating interest charges is located on the back of your billing statement. Interest charge calculation may vary based on promotional purchases. I have enclosed a copy of your most recent billing statement along with the change in terms notification, for your review.
  
  In regards to the late fee charged to your account, a late fee is charged to your account if the minimum monthly payment shown on your billing statement is not received by the due date shown on the statement. When a late payment fee appears on your statement, it means either the payment made was less than the minimum required or the minimum payment was not received by the statement due date. The late payment fee will post to the non-promotional balance; therefore, a minimum interest charge will be assessed against the late payment fee. We can confirm that the late fee of $34.00 was waived on January 8, 2025.
  
  In order to best suit customer needs, Synchrony offers a variety of payment options:
  
  • Free of charge, use our automated telephone system, (866) ********, or online bill pay *****************
  • Process expedited payments through a customer service representative at (866) ********
  • Mail payment to Synchrony, ** *** ***** ************* ************ **********
  
  If sending payments via the U.S. Postal Service, please allow at least seven to ten business days for mailing time. Please note however, that if your payment is lost in delivery, you will bear the loss.
  
  As of the date of this letter, your account reflects a credit balance in the amount of $2.00. You may apply this credit to future purchases, or we will automatically send you a refund check within 45 days.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosures
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company called me nearly every day for over a month leaving voicemails and filling up my voice mail box. I finally called the company and asked them to stop calling and leaving me voicemail messages. They explained were calling to attempt to collect a balance due, however the balance due was credited back to my account after an item that I purchased using the card was refunded to my account. This amount was approximately 190 US dollars. I explained to the customer service person that I no longer owed that amount because I had returned the clothing items to the company, and that the balance on the synchrony card was refunded to me. The person did take the 190 dollar charge off my account, but the next time I checked my account, it had been placed back in as an amount owed by me. I did not pay it at that time because I knew it was not an amount that I owed. In the months after, until present, the company continues to charge their monthly late fees on a balance that I do not owe, and for an account which I have not actively used since last spring (approximately May, 2024 when all this started). Lastly, the last time I called the number to speak to a representative, I was first put through their automated ID recognition, in which they confirmed my account, address and name linked to the phone number I had called from. After going through that confirmation, I spoke to a live person who claimed that he could not verify my identity and then asked me for further information (last 4 digits of my social). This was absolutely infuriating, and I did not want to give my info for fear it was a scam. I want my account to be cleared of all charges, and I want my account closed. I no longer want to do business with this company, as I see their practices are unethical, and their customer service channels are of no use for this particular problem I am dealing with. I am so fed up! Please help!

  Business response

  01/20/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  January 20, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:            ********
  Creditor:                     Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 7, 2025. I appreciate you bringing this matter to my attention.
  
  I sincerely regret any inconvenience or frustration this matter may have caused you. You are important to us, and we make every effort to serve our customers in a timely and satisfactory manner. Let me assure you, Synchrony   expects the highest professional standards from our representatives. Thank you for taking the time to bring your concerns to our attention. By receiving feedback from our customers, we are able to address specific issues and improve our service quality.
  
  In regard to why you received telephone communication from our organization, your August 2024 billing statement for your TJX Rewards® Platinum Mastercard® reflected a minimum payment of $38.00 due by September 20, 2024; however, this payment was not received by the payment due date.
  
  The calls you received were not intended to be an inconvenience; they are placed to customers as a reminder of the payment amount due. Our collection department may initiate more than one call in a day on an individual account when no contact has been made. I regret any frustration the calls may have caused you.
  
  In addition, we reviewed your phone call that was placed to Synchrony on July 5, 2024. You stated you had made a payment of $190.00 electronically through your bank to pay off your balance, the representative  advised we had not received a payment but would initiate a payment dispute but would need documentation from your financial institution to credit the account. Unfortunately after an completed investigation; we have not received your documentation or located the payment. I will enclose a copy of the letter we sent to you informing you of our decision at that time.
  
  It is the policy of Synchrony to contact our customers when a payment is past due on an account. It is also the policy of Synchrony  to cease and desist collection telephone calls once the accountholder has provided Synchrony with the cease and desist notification. In response to your request, we have coded this account to prevent future telephone calls. However, you will continue to receive statements and other legally required written correspondence.
  
  We regret our response couldn’t be more favorable, if you would like to initiate another payment dispute please call our customer service number to do so.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a statement I pay monthly to synchrony bank. To avoid $1.99 monthly fee I must go paperless. I signed up online to go paperless but still got charged the fee. I signed up via customer service phone call and still got charged. I followed up 1-6-25 with synchrony to inquire why? Was advised they are unable to send statement to my email address. I asked them for a verification of my email address which matched correctly. I Was then asked If I had a samsung phone. I replied "yes" I was advised samsug sometimes puts a block on incoming emails to cell phones. I Contacted samsung and was advised they don't block emails. Was advised to contact my internet provider. That makes no sense to me. I was told I can have a one time courtesy credit of 3 months. So I will have to Continue to be charged a monthly fee because synchrony claims they can not send me a statement to my valid working email address. While I was on the phone with synchrony bank I made an online payment and received a Confirmation email. I advised the agent I Just got a confirmation email of my payment. Agent advised that the statement email they need to send me to avoid that fee is "Not the same as getting an online confirmation email from making a payment" I was advised to check with my internet provider about the problem. There is nothing awry with my email. I feel it's synchrony bank's issue and I should not have to keep paying this fee every month. I would like a resolution to this problem. I have no other issue with email but with synchrony bank. It is a red flag to me that the only way to avoid this fee is for synchrony to email me a statement but they claim they are blocked to send it -is suspicious to me. Synchrony says they are not responsible if they can't send statements to my email. They can send me a statement. They are not blocked by me nor by samsung. More investigative into this matter needs to be addressed. I would like to come to a resolution to avoid this fee. Advise please?

  Business response

  01/21/2025

  It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.

  Business response

  01/29/2025

  January 29, 2025
  
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:             ********
  Creditor:                      Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 7, 2025. I appreciate you bringing this matter to my attention.
  
  We are in receipt of your recent inquiry sent to us on January 7, 2025, in regards of your account’s paperless statements not being delivered successfully to your email address registered on our file.
  
  On January 7, 2025, your account has been adjusted to receive paperless billing statement, prior to this date, your account was enrolled in our paperless billing statement program. However, it was stated in your inquiry and prior interactions with customer service, that the email address registered in your file was not receiving the email notifications advising your statements were available to view.
  
  After further review of your account activity and a thorough investigation, your email address has been confirmed to have a deliverable status and forthgoing should receive a monthly email notice advising your monthly billing statement is ready for viewing.
  
  Furthermore, you mentioned being concern regarding a paper statement fee of $1.99 being assessed to your account. Please notice, per the terms that govern your account a Paper Statement Fee is a $1.99 fee that will be charged in any billing cycle in which your balance is greater than $2.50, and you are sent a monthly billing statement in paper form (even if one is also provided to you in paperless form).
  
  In the interest of customer service and goodwill, on January 7, 2025, we credited a total amount of $5.97 of paper statement fees being assessed to your account for the months of October 2024, November 2024, and December 2024. For your convenience, I have enclosed a copy of your January 2025 billing statement for any future references, along with your accounts terms and conditions and change in terms.
  
  
  We would like to stress compliance is important to Synchrony, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner.
  
  We regret any dissatisfaction you may have experienced regarding this account.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosures

  Customer response

  01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to apply for Care Credit so I could finally be able to get my very old cat to the vet and I'm told they can't help me and I'm almost certain they are just discriminating against me because I'm not rich. My cat is going to end up dying because everyone refuses to help since I'm not rich and don't have millions of dollars. Very ridiculous and unacceptable.

  Business response

  01/22/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  January 22, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:            ********
  Creditor:                       Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 7, 2025. I appreciate you bringing this matter to my attention.
  
  You applied for a CareCredit® Rewards™ Mastercard® card account on January 6, 2025. In regard to how credit lines are established, Synchrony’s evaluation of a credit application is made utilizing a sound credit scoring system. This system generates a score, which is a result of point values assigned to various items found on an applicant’s credit bureau file. If the score fails to meet certain criteria, the application will be declined. In your case, the information obtained from your T.U. Consumer Relations credit file was the determining factor in our decision to respectfully decline your request for credit. As a result, notification was sent to you advising of our decision. I have included a copy of this letter for your records.
  
  Synchrony’s decisions are made in full compliance with fair lending laws and regulations. All our applicants and accountholders are treated consistently and without discrimination or consideration of any factors based on race, color, religion, national origin, sex, marital status, familial status, age, disability, because all or part of the applicant’s income derives from any public assistance program, or because of an applicant’s exercise of rights under the Federal Consumer Credit Protection Act.
  
  We would like to stress compliance is very important to Synchrony, and we follow all applicable laws and regulations. Your application is also important to us, and we strive to serve our applicants in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this application.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosure 

  Customer response

  01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I was rejected for not being rich and not having a perfect score. So because of that my cat will never get the car she needs. They also need to stop false advertising how they help everyone. Nothing but lies. 
  Sincerely,
  
  ******* *******

  Customer response

  01/23/2025

  This is absolutely ridiculous and I will be taking this to court. 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They close my account due to the fact that I didn't follow their guidelines which means that I filed too many refunds and the fact that they didn't inform me that they changed the way that they were doing refunds cost me to not respond back to them within a certain amount of time. PayPal didn't require us to respond back to them after we filed the complaint until we got an answer back from them but their new policy requires you to answer which I didn't know that caused my cases to get closed and therefore they claim that I made too many cases that got closed without a response and therefore they were choosing put a limitation on my use but then when I try to refill a claim with them then they permanently limited my use of PayPal and therefore a refusing to investigate the case of me not being able to stay at a hotel bc they wouldn't allow me to have a service animal. And to make the matters more difficult on the statement it says ******** as the merchant so I didn't know who they were so I originally filed that it was an authorized since I did not know of the hotel named that. And then I went back and looked at the transactions and my calendars and stuff and then found out that I booked another hotel that same day so then I recalled which hotel it was and what happened and so I informed them of the new information and then they permanently limited and told me that I would not be able to get a refund through them. But per our UCC code I know that regardless of my account being closed or not they have to investigate the unauthorized transaction or a charge back since I did not get the service that I paid for and they refused me the room that I booked and therefore I shouldn't have to pay for a room that they did not allow me to stay at. And since PayPal is not willing to work with me I have no other way of getting my money back since I don't know what number to ********. And they can't tell me the third party I used.

  Business response

  01/15/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  January 15, 2025

  
  Submitted via Better Business Bureau Website
  
  Case Number:               ********
  Creditor:                       Synchrony
  
  On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 6, 2025. I appreciate you bringing this matter to my attention.
  
  In regard to your complaint, you mention that your account has been closed. Please be advised that your Synchrony PayPal Credit account is currently open.
  
  At this time, I would like to clarify the manner in which PayPal operates. Each PayPal customer has an in-house PayPal account. This account contains some of the customer’s personal information. Additionally, it will also contain debit or credit card account numbers, which the customer has provided and may use to pay for purchases. Please understand, a customer must have an in-house PayPal account to make purchases through PayPal. However, not all customers have a PayPal Credit, PayPal™ Extras Mastercard®, or PayPal Smart Connect account. As a result, PayPal has its own process, separate from Synchrony, the financier of the PayPal Credit, PayPal Extras Mastercard, and PayPal Smart Connect programs.
  
  You mention in your complaint wanting to dispute a charge. The next step is for us to conduct an investigation. As part of this process, we need more detailed information from you regarding the specific sale amount charged to your PayPal credit account, dates of the disputed item(s) and/or date returned and the reason for the dispute. Please call customer service at (844) ******** with the dispute information.
  
  Please be assured that while we investigate your billing dispute, we will not assess interest charges and you are not required to make payments on the disputed amount. However, you are still required to make payments on the undisputed portion of your account balance.
  
  Once we receive the information requested above, we will conduct the investigation and will provide you with a response as soon as possible, but no later than two full billing cycles from the date of your inquiry. Upon completion of our investigation, if we find a billing error(s) has been made, we will make all required adjustments to your account and the adjustments will be shown on your statement. If we find that the charge you are disputing was valid, we will notify you in writing explaining the reason(s) why and the disputed amount will be placed back on your account.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony 

  
  

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the service date of July 18, 2024, ***** Dental, in coordination with Synchrony Bank/Care Credit, authorized credit of $2,200 to cover dental expenses for my wife, *** *************, following her insurance coverage. This treatment plan included the extraction of ten lower teeth, an immediate lower denture, and the permanent fitting of both upper and lower dentures six months post-healing. On the specified date, ***** Dental charged $1,083.00 to my Care Credit account in ***** ******** **. Since that time, I have consistently made on-time monthly payments. Following these payments, a balance of $967.60 remained on my Care Credit account, which was the remaining authorized amount needed to complete the dental work after the healing process. However, on January 5, 2025, Synchrony Bank unexpectedly reduced the credit limit from $967.60 to $34.00. As a result, my wife was unable to proceed with the necessary dental work, and the final charge submitted by ***** Dental on January 6, 2025, was declined by Care Credit. I contacted Care Credit to understand the reason for this decline and was informed that the reduction in the credit limit was due to a new credit score, despite my consistent monthly payments. Unfortunately, Care Credit was unwilling to reinstate the higher credit limit previously authorized 6 months ago to enable the completion of authorized dental work, leaving my wife in a difficult situation regarding her dental health.

  Business response

  01/23/2025

  January 23, 2025
  
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:             ********
  Creditor:                      Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on January 6, 2025. I appreciate you bringing this matter to my attention.
  
  It is our policy to communicate various changes made to your account. Per the request mentioned in your inquiry, for your previous credit limit to be reinstated has been respectfully declined.
  
  Synchrony's evaluation of an account is made utilizing a sound credit scoring system. We periodically evaluate our consumer accounts. The evaluations include reviews of account information and consumer credit bureau information. Based upon this evaluation, and in accordance with the terms and conditions of the account, Synchrony may decide to change the credit limit on the account.
  
  On January 5, 2025, your credit limit was decreased from $1,900.00 to $980.00. As required, Synchrony sent you a letter in which advises of this decision taken on January 5, 2025. The specific reasons for this action were articulated in the letter, and I have enclosed a copy for your personal review, along with your account’s terms and conditions. Please be assured Synchrony based this decision on an overview of your account and your credit file.
  
  We would like to stress compliance is important to Synchrony, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our accountholders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosures

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩