Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I made a payment for December 19 was not aware that the merchant would not take the money out right away when they did try to take the money out because I overpaid on other bills it put my account in the delinquents and instead of them contacting me to resolve the matter they tried to pull the money twice, which then put my account in the negative with their organization. It stated that they close my account due to dishonesty, which is a lie, and nobody from this organization contacted me to regard a matter to get it fixed. It is a secure account they also said they took my deposit and put it towards the delinquent balance but still blocked my account. I like a representative to step in a correctly action there’s no reason for the account to be closed if a represent Reached out to me from the billing department/secure department to resolve the issue so that way we can keep business and not have to go through this. Your customer service and billing department. Cannot do anything without putting a ticket in and just told me to hope for the best. I haven’t had any issues with this account that I was aware of upset for trying to pay off debt at the end of the year. I would like my account to be reinstated and apology from the organization. No business should ever handle where you only do a paper trail, but you do not do any other type of an attempt to reach out to the client to resolve the manner or bring the matter to the clients attention.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing you today to inform you of a negative credit reporting of -103 points that has dropped from a closed Sams Club account. I spoke with a representative about the situation and explained to her I didn’t know my deposit bounced and I had no email or phone call regarding such issues. She goes to inform me to rest assured because she will dispute and remove the negative reporting off of my credit only to log back in to check my credit a couple days later to find out you all have reported negatively on my credit AGAIN after she has taken it off for me. On the 9th she removed it and you all put it back on my credit on the 11th. Due to me being in the process of buying property this is hurting my score tremendously and I am not able to move forward in the process. I would like for you to remove the negative impact as the representative promised before. Please and thank you in advance.

  Business response

  01/24/2025

  It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once 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 13, 2025. I appreciate you bringing this matter to my attention.
  
  Based on your inquiry, we have reviewed your account record and verified we have accurately reported your account history information to the major credit bureaus. Since we have reported accurate information pertaining to your account, we are unable to delete or modify the status as reported. Therefore, your request for Synchrony to delete the  late payment from your personal credit history has been respectfully declined.
  
  Synchrony reports to the credit bureaus in the following manner. When a payment is received by the due date and in the amount requested, no delinquency or negative information will be reported to the credit bureaus. If a payment goes 30 days past its due date, this information will be reported to all major credit bureaus. This information remains on the report unless it was a valid error that caused the negative reporting.
  
  While we understand extenuating circumstances may result in late payments, we must report delinquencies. We require at least the minimum payment to be made each month. If the payment is not received within 30 days of the payment due date, the account is considered delinquent and must be reported as such.
  
  We are required to report the account payment history as the customer established it. This requirement maintains the credibility of the information provided to the credit bureaus. Synchrony remains compassionate to the needs of our customers. We are willing to work with them to resolve their financial issues. In effort to assist you with your financial challenges and as an alternative attempt to collect the unpaid balance on your account, a customer assistance program (CAP) offer was extended to you.
  
  You enrolled in our customer assistance program (CAP) on June 18, 2024 in regard to your Sam's Club® Mastercard®  Account. A letter was sent on June 18, 2024 and I have attached a copy of that letter for your review.
  
  After review of the account when you enrolled in the CAP program, the prior billing statement dated May 24, 2024 had a payment due date of June 16, 2024 for $316.00. We did not receive this payment. Therefore, this account became thirty days delinquent. The CAP program requests a  minimum payment of $158.00 month. Therefore, this resulted in  a minimum payment due of $316.00 on July 16, 2024.
  
  Payments of  $158.00 a month were received for July, August, and September 2024 cycles. However, since the minimum due each month was $316.00 and we received $158.00 each cycle, the remaining balance remained past due.
  
  On July 6, 2024 you spoke to a collection agent who explained the payments and dates we received them. The agent re-aged the account. This resulted in your September 16, 2024 minimum due $158.00 a month no longer requiring a monthly minimum payment of $316.00. However, we did not receive a payment due on October 16, 2024. This nonpayment then resulted in the minimum monthly payment being back to $316.00. As mentioned in your complaint this is why one month the amount was $158.00 due and then next month it went to $316.00. I have attached an account breakdown for your review.
  
  While it is Synchrony’s responsibility to send accountholders billing statements each month, whether by mail or online, it is the accountholder’s responsibility to review billing statements and contact our customer service department with questions regarding their account. Also, you are required to pay at least the minimum payment on your billing statement by the payment due date to avoid late payment fees. When a late payment fee appears on the statement, it means either the payment made was less than the minimum required, or the minimum payment was not received by the payment due date shown on the billing statement.
  
  On December 19, 2024 you made a payment online and was given a confirmation number. On January 2, 2025, your financial institution advised us the payment made on December 19, 2024 was not honored due to insufficient funds. As a result, the payment was reversed and applied back to your account.
  
  A return payment fee may be assessed when a payment is returned by an individual’s bank unpaid. The term “returned check” does not necessarily mean insufficient funds. The term could have a number of meanings, including but not limited to, insufficient funds, closed account,  and/or unable to locate this account.
  
  As with any returned payment, whether due to an invalid account number or insufficient funds, additional notification is not sent to the accountholder. Rather, this information is reflected in the monthly billing statements. Should you have any questions regarding the information on your monthly billing statement, please contact our customer service department at the telephone number located on your billing statement.
  
  On January 6, 2025 you spoke to our customer service department in regard to  removing the late history from your credit file. After a review of that call; the associate advised that you would receive a letter advising the outcome. It was confirmed on that call that a request had been submitted and would be reviewed. This was not a promise that your file would be adjusted. The associate advised that you would receive a letter with the results. That letter was mailed on January 8, 2025. This letter stated that your request had been reviewed and that we are correctly reporting to the credit bureaus and no adjustment would be made. This letter also states that the account was currently 74 days past due. I have enclosed a copy of that letter for your review.
  
  Compliance is very important to Synchrony, and we follow all applicable laws. In accordance with the Fair Credit Reporting Act (FCRA), it is our obligation to accurately report our customers’ credit-related information to the credit bureaus. The four major credit bureaus, ********* ******** *********** *** *******, each feature a unique format for displaying this information. However, Synchrony stands by the accuracy of our reporting.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosures

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Synchrony bank also is our sam's club card. Over the past six months they have begun mailing our bill late. That makes our payment late and they charge huge interest And late fees. One month they said our payment was late but my on line banking showed they cashed our check before the due date. Another month We never Received a bill and when I called they became angry and hung up on me. Had to go to Sam's Club to pay. Sams called them for us and Synchrony kept telling us to make a minimum payment. We refused because we always pay the entire amount every month. They finally took our check for the entire amount due. We have had a wonderful credit rating for over 40 years and they are ruining that. Probably because we always paid in full every month and they weren't making any interest on us. We are now looking for a different card or will just use our debit card. This company is horrible and I can't believe Sam's Club uses them.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been using ***** bank for my Amazon store card. Just confirmed with Amazon that this is the only store card I have and it is with ***** bank. I just received a credit card from Synchrony bank and I called them to tell them that I never applied for a Synchrony card. They told me that I applied for an Amazon store card last April 2024 with Synchrony and I have a balance of $700 and change with Synchrony for Amazon purchases. I told them that I never applied for a Synchrony Amazon card but they insist that I do have a Synchrony card for Amazon. . Last Spring or Summer I received a letter from Synchrony that I was late making payments on the Amazon account. I explained that I do not have a card with Synchrony and I spoke with their fraud dept which was going to correct this for me. And now they sent me a new card in the mail and I called Synchrony. They did not accept my information that I never opened a Synchrony card In addition they told me that I have a balance with them for Amazon purchases I told them about the previous problem which I thought their fraud dept was going to handle and was told that they did not find any fraud and that I did have a Synchrony card for Amazon. I am so frustrated with the run around I keep getting from Synchrony and this is why I am requesting help from the Better Business Bureau. I do not understand how they can have my information in their records (my email address and home address) without me ever providing this to them. I just want to end this nightmare with Synchrony for once and for all. When I spoke with Amazon they confirmed that I always had a ***** Amazon store card. But no one at Synchrony will accept this. I do not understand how this has happened to me but I want it to end. I am hopeful that you will be able to help me with this problem

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  They are taking charging from another account and putting it on mine. I paid my account of and just got a bill for charges that I did not do. I have not used my card in months. the reason they put for this amount is for miscellaneous adjustment. This is not the first time they did to me. they did once before for $210.and some change. This time it's for $33.43.I just talked to them and they said it came from another account ,they did not tell me whose account .

• Initial Complaint

  01/10/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  1. In December, I applied for a Rooms to Go card through Synchrony for a $1,000 piece of furniture, which I paid off quickly within the month. 2. Since I paid the bill off quickly and did not plan on using the card again, I went to the Synchrony site and chatted with the virtual assistant to close the Rooms to Go account. 3. There was an error, and my Care Credit account was closed instead of the Rooms to Go account. 4. Today, I attempted to pay a $2,700 vet bill, but my card was declined. 5. I called customer service and was informed that my card was closed at my request, which I clarified had not happened. 6. I checked Synchrony management and saw that the Rooms to Go account is still open. 7. As of this writing, I have been on the phone for over an hour and am now speaking with my fourth customer service associate. I keep receiving the same response: that they are sorry for the mistake but cannot reopen the account since it has been over 24 hours. 8. There has been no apology from anyone on your customer service team. I was told I could reapply, but I was denied. As a loan officer, I understand how credit works and believe the denial is partly due to the fact that it now appears I have maxed out the percentage of my Care Credit, which is closed, negatively impacting my score. Additionally, it shows I have new credit for $4,500, which I do not need or want, further affecting my score. 9. The consistent lack of apology and inability to help me is simply unacceptable. 10. I work in the consulting field and believe that excellent customer service is essential. The response from your customer service team has been one of the worst experiences I have ever had. 11. This error is entirely your company's fault, not mine, and it not only affects my ability to pay medical bills but also negatively impacts my credit.

• 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

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 10/12/23 I purchased an AC unit which was financed through Lowe’s Synchrony Bank. On ******** I was hit head on by a drunk driver. I suffered neck/back injuries and a traumatic Brain Injury. I was not working from ****************. On ******** my home was hit by Hurricane Helene and was damaged. On ******* my home was hit again by Hurricane Milton and it was damaged. During this challenging time of life events and trying to survive I never missed one credit card payment. Nor had I missed any payments in a any previous years. On 10/25/24 I was give. an interest payment of 2,687.00 because I was unable to payoff the balance because all of these life events out my control happened. I contacted Synchrony bank 12/10/24 and explained my situation and asked if they could work with me so that I could payoff the card without the high interest taking me further under water and they said NO. I contacted the corporate office on 12/12/24 and asked again if they would be willing to work with me. The corporate office sent me a letter that said “we are here to help call us today” and they gave me 4 options to work with them. I called the 800# on 1/92/25 which was on the letter and I was told by customer service that no interest fees would be removed and I have only 1 (one) option to pay off the balance and they will then close my account. This is not what was offered or communicated to me in the letter that was sent to me from Synchrony Bank and how is closing my account after payoff helping me? This company does not care all about about there customers!!! This company is not willing to work with there customers like they state. I am not asking for a hand out all I am asking for is a fair chance to pay my debt and save my credit. This is what you get for being a loyal customer at Sychrony Bank. This is horrible customer service and treatment to a loyal customers.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  From the time I have opened my account appx 3 years ago to present day I have been sending pay pal 125.00 biweekly, and I have missed no payments through my bank. Majority of my purchases were " special financing" meaning to be paid off within 6 months, I do not understand why none of these special financing purchases have not been paid in full, until after the promotion period causing me to accrue interest on all said items, when I was making more than the minimum payment.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Synchrony Care Credit uses tactics to get you in the door by approving you for larger limits. Mine in particular was around $9000 to which I’ve paid off huge amounts of to bring my account down to only around $900. For absolutely no reason they lowered my account to only $900 leaving me with only $33 dollars to use, when I was relying on this service for additional medical care only to find out my limit was lowered for no reason other than the fact I’m not utilizing their card enough. These types of tactics of give and take are unreasonable, and because of this they affected my credit score negatively and it dropped by 32 points due to this lowering of my limit without my knowledge. I make more than enough to afford and pay for a higher limit, and have for an extended period of time. I feel this decision was not fairly made, and they will do nothing to help me resolve it so that I may continue to seek medical care. I rely on this credit as I do not have health insurance provided to me through my employer. This was unjust, and clearly something they do all the time as they sneak in their terms and conditions that they reserve the right to do it at any time. Their tactics are manipulative, underhanded, and leave people without the care they need in this country. I will never EVER utilize their services again. Once my card is completely paid off I will be closing my account and letting everyone know as much as possible not to do business with this scam of a company. All they will do is take your money, and then ruin your credit. Everyone should beware these organizations that care more about money, than people. Good riddance. I will also point out that I always paid more than the minimum, and my first payment was around $4000 off the top when I initially started using it. Do not trust this company with your time or hard earned money. I’d rather sink my money into an expensive private health care plan this this joke of an organization that pretends you can rely on them.

*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. ↩