Credit card -- Other features, terms, or problems -- Complaint #12332093
Complaint Overview
Complaint ID: 12332093
Company: Synchrony Financial
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
State: Washington
ZIP Code: 98004
Date Received: 2025-03-04T12:00:00-05:00
Date Sent to Company: 2025-03-04T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am seeking your assistance in resolving a dispute with Synchrony Bank regarding my XXXX XXXX account. Below is a detailed explanation of the issues I have experienced : 1. Account Reissue and Access Issues On XX/XX/XXXX, Synchrony Bank reissued my XXXX XXXX account number due to suspected fraud. Following this reissue : *I was disconnected from my online account access through XXXX XXXX Since that date, I have been unable to access my account or view statements online. Emails sent by Synchrony 's system did not provide any means to access my statements, view my balance, or make payments. Clicking the links results in going to my XXXX home screen without any XXXX XXXX account access available. 2. Multiple Unresolved Customer Service Requests Between XXXX and XX/XX/XXXX, I contacted Synchrony 's customer service at least 10 times to resolve this issue. During these calls : *Customer service representatives filed multiple tickets with XXXX requesting to re-link my account, but these requests were never fulfilled. *I was unable to receive or view any billing statements, which prevented me from making timely payments directly. *I made payments over the phone, believing my account access issue would soon be resolved. 3. Payment Made in Full in XX/XX/XXXX In XX/XX/XXXX, I called Synchrony Bank directly to : *Pay off the account balance in full, which was approximately {$240.00}. *Explain the ongoing access issue and previous unsuccessful attempts to resolve it. During this call, a representative acknowledged the issue and confirmed the following : *She noted that I did not receive the statement on time ( or best category match in the system ), which was the cause of an interest charge. *Interest charges were to be removed. *Late payments reported to credit bureaus were to be reversed. *She was escalating my ticket to restore XXXX access to my XXXX XXXX XXXX account. 4. Contradictory Investigation Letter On XX/XX/XXXX I received a letter from Synchrony Bank stating that their investigation confirmed that statements had been sent to me. This contradicts : *The statements made by XXXX XXXX the access issue and interest charge removal. *The fact that I have not been able to access any statements since XX/XX/XXXX. I still can not access my account online through XXXX like I used to and Synchrony refuses to mail me any statements.
Frequently Asked Questions
What is Complaint #12332093 about?
Complaint #12332093 was filed against Synchrony Financial regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2025-03-04T12:00:00-05:00.
How did Synchrony Financial respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Synchrony Financial?
Yes, visit the Synchrony Financial company profile at readthecomplaint.com/company/synchrony-financial to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.