topic HSN Comenity to Synchrony migration disaster what in the world is going on? in Credit Cards

HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Wed, 28 Aug 2019 10:06:34 GMT

So my mother has a HSN credit card account and it appears the comenity to synchrony migration occured on the 23rd. She has been unable to make a payment since Friday. Apparently yesterday she was able to create a synchrony account and was able to log in once with it saying conflicting messages about a payment being due August 17th. She logged out and logged in again only to be greeted with a technical difficulties error.

The fact she was told that a payment was due on August 17th that was paid to comenity is very worrying that she may be dinged for being late.

Any clues as to what the hell is going on?

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

UncleB — Wed, 28 Aug 2019 10:18:21 GMT

She really needs to give them a call. We can speculate here but at this point she needs to know what's going on conclusively.

It may be nothing at all (and hopefully that's the case) but only Synchrony can tell her for certain.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Wed, 28 Aug 2019 11:03:23 GMT

@UncleB wrote:
She really needs to give them a call. We can speculate here but at this point she needs to know what's going on conclusively.

It may be nothing at all (and hopefully that's the case) but only Synchrony can tell her for certain.

She absolutely will be. Was just trying to see if anybody here was having issues as well with them right now.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

GApeachy — Wed, 28 Aug 2019 11:49:42 GMT

I remember reading somewhere on there that orders before such-n-such a date would be paid to Comenity and orders after that date to your new Synchrony Acct. or something like that. I would call both Comenity and Synchrony. Your mom can still log in to the old Comenity acct. to view Transactions/Payments and such. Get a screenshot of everything before calling in, just to help keep things from getting jumbled up.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Thu, 29 Aug 2019 02:10:06 GMT

She gave a Synchrony call and their automated system is atrocious. They pretty much said there is nothing we can do and you have to wait it out and they've been having issues. Please go away. Comenity says we no longer have control over the account so it seems fully under Synchrony now.

She is pretty fed up with them right now and wants out

I talked with her about transfering the balance to a actual prime major credit card that is likely to have a much lower APR. 30% with Synchrony is trash. Likely the best route I think as she has 2 years of clean credit with nothing bad and gets pre-approval offers all the time. Often with 0% for 12-15 months.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

AverageJoesCredit — Fri, 30 Aug 2019 02:51:27 GMT

Synchrony aprs are not trash, they are what they are and everyone who agrees to apply or manage an account should understand what the apr for such account is. Store cards are notorious for high apr and it isnt really a secret. These type of accounts should be pif but as often happens, usually arent, thus allowing these banks to make a killing off interest.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

CreditInspired — Fri, 30 Aug 2019 08:00:15 GMT

@Anonymous wrote:
She gave a Synchrony call and their automated system is atrocious. They pretty much said there is nothing we can do and you have to wait it out and they've been having issues. Please go away. Comenity says we no longer have control over the account so it seems fully under Synchrony now.

She is pretty fed up with them right now and wants out

I talked with her about transfering the balance to a actual prime major credit card that is likely to have a much lower APR. 30% with Synchrony is trash. Likely the best route I think as she has 2 years of clean credit with nothing bad and gets pre-approval offers all the time. Often with 0% for 12-15 months.

If I had a bill that was due, no one, and I mean no one, would get away with making me feel like I’m bothering them when my credit is at stake. DM or you should call back and keep asking to speak with someone who can handle this—a supervisor, a manager, anybody—to get this payment taken care of well before it reaches 30 days late.

GL2U

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

zerofire — Fri, 30 Aug 2019 15:17:02 GMT

First off do yourself a favor and relax. Synchrony Bank cannot do retaliation for errors when an account is transferred for 60 days. Now while I do agree the APR's make them borderline sleazy the one thing they do right is follow the law and make most processes easy(except getting the proper rep on phone). Synchrony Bank will have to work with Comenity Bank to get everyone transferred and if necessary reissue statement due dates. That is in fact probably why they are having system trouble. The Synchrony Bank system is probably accepting the accounts in bulk batches but also has to verify them and integrate them into the existing processes which mean a bit of processing. Think stuff that a server farm would do at 100% load instead of what happens on your home computer. The main system is overloaded so give them a little time and they will sort it out as accounts fully settle down. Also if you must feel free to try accessing it during off peak. Think 10am or so.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Brian_Earl_Spilner — Fri, 30 Aug 2019 15:26:52 GMT

She should have received notice when the transfer would happen and to make payments prior to that. It seems like the transfer was underway when she paid Commenity and it's just lost for now. I would so what is recommended above and grab a screenshot as well as other proof the payment was made and give sync some time to get everything in order. I would wait a week before calling back. As long as the payment isn't 30 days late, it won't be reported, it's just an internal mark. But that can be removed if it was an error.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Fri, 30 Aug 2019 22:51:32 GMT

Well, The phone system seems to finally acklowedge the correct payment that was made awhile ago. Right now however she cannot access her online account and they have been utterely useless.

She got an extremely rude agent that eventually talked to me that again had the attitude I don't care. Why are you botherting me? Suppoedly a ticket has be filed but I know what those lead to. Eventually I was just disconneted after being placed on hold.

Anybody have any information on how to file a corprate complaint at synchrony? This is something that cannot be waited out when they expect a payment to be due in the next week. Making a payment by phone seems iffy when they are having so many issues.

I can see now why they so many complants here on MyFICO and around to avoid Synchrony like the plague.

Taking a peak over at HSN forums it seems others are having similar issues.

EDIT: My mom sent Synchrony a facebook DM so we'll see what that does... There is people complaining there as well about the same sittuation my mom is in.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Fri, 30 Aug 2019 22:49:32 GMT

@AverageJoesCredit wrote:
Synchrony aprs are not trash, they are what they are and everyone who agrees to apply or manage an account should understand what the apr for such account is. Store cards are notorious for high apr and it isnt really a secret.

While this is all true they are on the high end for APR. My Target card is 5% less APR nearly. My WF card is even lower. It doesn't matter anyhow since I don't carry a balance on any of them it's just to give a indication of how poor of a value it is.

That isn't to say there isn't worse cards with APRs even higher then 30%

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Brian_Earl_Spilner — Fri, 30 Aug 2019 22:56:01 GMT

@Anonymous wrote:
Well, The phone system seems to finally acklowedge the correct payment that was made awhile ago. Right now however she cannot access her online account and they have been utterely useless.

She got an extremely rude agent that eventually talked to me that again had the attitude I don't care. Why are you botherting me? Suppoedly a ticket has be filed but I know what those lead to. Eventually I was just disconneted after being placed on hold.

Anybody have any information on how to file a corprate complaint at synchrony? This is something that cannot be waited out when they expect a payment to be due in the next week. Making a payment by phone seems iffy when they are having so many issues.

I can see now why they so many complants here on MyFICO and around to avoid Synchrony like the plague.

Taking a peak over at HSN forums it seems others are having similar issues.

Of course there's going to be problems. They're moving millions of accounts and their histories from one bank to another over the course of a few days. They probably use different systems and anything that isn't scripted to transfer over to their respective spots will need to be manually reviewed and entered. I helped work on Chase's digitizing of it's files. It took months to get everything to show up properly in people's accounts and everything was internal. I couldn't imagine what would have happened if we had to integrate another bank's portfolio. Probably would have quit.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Fri, 30 Aug 2019 23:09:28 GMT

@Brian_Earl_Spilner wrote:

Of course there's going to be problems. They're moving millions of accounts and their histories from one bank to another over the course of a few days. They probably use different systems and anything that isn't scripted to transfer over to their respective spots will need to be manually reviewed and entered. I helped work on Chase's digitizing of it's files. It took months to get everything to show up properly in people's accounts and everything was internal. I couldn't imagine what would have happened if we had to integrate another bank's portfolio. Probably would have quit.

This is true however when peoples credit is on the line it can cause major problems. I'm sure it eventually can be fixed but it's not fun. Like say your applying for a mortgage and they suddenly see a missed payment reported it's going to raise eyebrows.

I guess Comenity and Synchrony could not come up with an agreement to make the migration smooth. Why not move accounts over in small batches weekly over the course of 6 months for a smooth mgiration? then notify those people that their account will move on X date? A Sudden mass migration seems to be really poorly planned.

Seeing how synchrony conducts business people having issues are going to be in for a ride.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Brian_Earl_Spilner — Fri, 30 Aug 2019 23:21:58 GMT

They do notify and move in batches. This forum was littered with the notices from sync when PayPal credit transferred. They specified the dates the system would be unavailable. Same thing is happening with Walmart transferring from sync to Cap1. Notices have been going out for a while. I highly doubt they decided to not do it for HSN.

As for your example, a loan officer would be aware of these issues, you have proof of cleared payment, and a letter can probably be obtained from sync that the system is currently in flux. Plus, that's what rapid rescore is for. You fix, they repull your credit with the correctly updated report. For other types of credit, most lenders will allow you to recon and explain the situation. Unfortunately your SOL with banks like cap1 and discover that let the computer make the decisions.

In response to the rude phone reps, they're probably taking over a hundred calls a day from people like yourself, for a situation they have no control over or any way to fix. I'm sure by the 20th person yelling and threatening them, they're just trying to move to the next call. Especially when they're probably on a 3 minute per call timer.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Fri, 30 Aug 2019 23:29:27 GMT

@Brian_Earl_Spilner wrote:
Plus, that's what rapid rescore is for. You fix, they repull your credit with the correctly updated report.

Hum, I'm unfamiliar with what this is.

If they re-pull you credit would it be another HP or would it be a SP in a situtation like this? Guess it may vary on the lender.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Brian_Earl_Spilner — Fri, 30 Aug 2019 23:47:37 GMT

@Anonymous wrote:
@Brian_Earl_Spilner wrote:
Plus, that's what rapid rescore is for. You fix, they repull your credit with the correctly updated report.
Hum, I'm unfamiliar with what this is.

If they re-pull you credit would it be another HP or would it be a SP in a situtation like this? Guess it may vary on the lender.

Some lenders offer rapid rescore when you're on a timeline and need to get something fixed. Let's say the HSN card reports 30 days late on the 17th, but it's an error. You spend a week getting it fixed with synchrony and they send an update to the bureaus. Instead of having to wait for the 17th of the next month, you can pay your lender to do a rapid rescore based on the most up to date info in your report to get your new score.

Also, I'm not gonna go back and re-read because I'm pretty sure I covered this already, she won't be reported to the bureaus for 30 days after she misses her payment. If I recall correctly, she already made her payment for the upcoming due date which means you have over 30 days to get this fixed from the due date. Her credit isn't gonna be ruined in the next week.

EDIT: I lied. I went back to read. You still have almost 3 weeks to get this fixed.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Fri, 06 Sep 2019 11:42:08 GMT

Just to give an update for those who care she still can't access her online account. Synchrony has called 3 times saying the case is being worked on. Agent on the phone said 48 hours and I thought yeah right.

Quite sad but ultimately my mom just ended up mailing them a payment so it gets there on time while they get their crap together.

Too bad I was looking at a BHphoto PayBoo card but after seeing this steering CLEAR away from Synchrony products. Will be saying away from the Amazon store card as well.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

GApeachy — Fri, 06 Sep 2019 11:49:29 GMT

@Anonymous wrote:
Just to give an update for those who care she still can't access her online account. Synchrony has called 3 times saying the case is being worked on. Agent on the phone said 48 hours and I thought yeah right.

I closed my acct. after speaking with HSN csr about the transition back in June. Funny thing is Synchrony still shows I can use my acct. and still have flexpay. None of which I am touching.....nope.

Sorry it's been dragged out this long.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

Anonymous — Fri, 06 Sep 2019 12:37:56 GMT

@GApeachy wrote:
@Anonymous wrote:
Just to give an update for those who care she still can't access her online account. Synchrony has called 3 times saying the case is being worked on. Agent on the phone said 48 hours and I thought yeah right.

I closed my acct. after speaking with HSN csr about the transition back in June. Funny thing is Synchrony still shows I can use my acct. and still have flexpay. None of which I am touching.....nope.
Sorry it's been dragged out this long.

Likely for the best. I can't believe how bad they are so far. They are going to have fun processing a flood of mailed in payments due to people being unable to pay online. Two weeks being unable to access account online is insanity in this day and age.

Service I've got so far form Target and WF is night and day with WF being the best.

Re: HSN Comenity to Synchrony migration disaster what in the world is going on?

UncleB — Sat, 07 Sep 2019 11:16:12 GMT

@Anonymous wrote:
Just to give an update for those who care she still can't access her online account. Synchrony has called 3 times saying the case is being worked on. Agent on the phone said 48 hours and I thought yeah right.

Quite sad but ultimately my mom just ended up mailing them a payment so it gets there on time while they get their crap together.

Too bad I was looking at a BHphoto PayBoo card but after seeing this steering CLEAR away from Synchrony products. Will be saying away from the Amazon store card as well.

I'm sorry your mother is having this issue, but I would suggest that her experience is definitely the exception and not the rule.

I have four accounts with Synchrony (Lowe's, Belk, Sam's Club MC and Care Credit MC) - two of which are over 10 years old - and I've never had any issues with them at all.