Complaints

• 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.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My auto pay went from $40 a month to $116 without any one contacting me. When I called my Lowe’s credit card I was transferred to five different people the fifth person finally told me that the SCRA department was closed and that I need to call back tomorrow and talk to them. This has nothing to do with the SCRA. I already submitted all the paperwork they asked for last year and the year is not even up to be resubmitted. They charged interest illegally and they withdrew money from my bank illegally. I asked for a refund for the overage of the $40 and also how are they allowed to put interest on my account because they feel like it?

• 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:

  Unanswered

  More info

  I am being charged by SYNCHRONY for an Amazon account that has been paid off and closed. I was fraudulently charged and took this matter up with Amazon in November 2024 . Charges were cleared and account was paid in full and account was closed. Now synchrony is still trying to collect.

• 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

  01/08/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I received notice via email from ****** ***** that an account has been deleted. I logged in and it stated that my account was closed by creditor. I contacted the creditor the same day and they stated that they did not know why it was closed. I finally 2 weeks later get a letter in the mail saying i had to many dishonored payments. We pay extra on this account monthly and have never been late. I did make one mistake on but dec 3rd payment instead of the 13th when making a payment last month, I called immediately and spoke to an agent. He told me to call the bank to stop the payment, I did just that and remade the payment with the correct date to be paid on time. The following month the payment was due, and the stop payment wasn't taken off from the bank, soon as I noticed it I remade the payment for $305 instead of my normal $300. I was never missed a payment due date. This was not fair and also, they making it look like my card is maxed out and it was supposed be a line of credit for my windows not a maxed-out credit card. This company is taking advantage of customers and messing up they credit history. Proper notice wasnt given and they agent couldnt explain why my account was closed. The company can inconvenience me

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I would like to understand what is going on, a few months ago I tried to get a synchrony Bank card through the AMAZON application, they asked for a deposit of 300 dollars (detail that Amazon itself offered me to make this card, I never went after it) I made the deposit but I didn't understand if it had worked, they were never clear enough, I never received a password or email for this supposed account that was opened, I was never sure that it had worked, only now I see that in addition to opening the account my money is gone and I still owe them, how can this be? I never received a card, I never had access to the supposed account that was opened, now they are calling me saying that I owe 286 dollars, I tried to contact synchrony Bank in several ways but I was unsuccessful, they told me that they put the debt to be collected by a third party, called ****** ******* LLC, I don't understand why in addition to having deposited my money to them I lost my money and I still owe them. I don't know who is responsible for this, Amazon says it is not responsible for SYNCHRONY BANK, but Amazon itself offers the option of making the SYNCHRONY BANK card, the contract was never very clear and I never understood if it really worked. All I know is that, as well as losing my money, I've acquired a debt with them that I can't resolve, and it's obvious that I'm not going to pay, I just want my money back.

• 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 

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