@pamon wrote:
Didn't yell but expressed frustration at agent who got it and supervisor. I've spent 20 plus years on call centers so get the angle and have former personal history with synchrony as a client.
they never sent first card and then second issued but stopped by their back office. More frustration than anything as if they needed the info just ask vs tell me two times it was sent when it wasnt
just hope no one else gets synchrony's power trip angle. Now gotta pull docs and mail them off. Asked for email or fax and was told none. Said you are a $10 billion publicly traded company with no email or fax and gave up. Could tell was getting the script. Back office controls so play their games.
Just make sure the docs are sent via CMRR so you have a method of tracking them.
At this point in the game, it's wait-n-see. It's possible a secondary review from their back office didn't perform some due-diligence which caused the account to have any plastics suppressed. Unfortunately, more often than not, the front line agents sometimes do not have the same systems access to view the backend documentation and it's possible they assumed the system had generated your card when in fact it didn't.
I remember speaking to a very well-informed agent a while back when I experienced a similar verification issue with an Amazon net55 account. The agent went above and beyond to get things resolved (I was fortunate) and explained some of the reasons for things that fall through the cracks and how some departments are not synced up operations-wise.
Hopefully, things will get resolved even if it takes a bit longer than expected. Just update this thread rather than create multiple threads on the same SYNCB topic.
