Cathy Manroe

Review of GE Capital, Merriam, KS/Shelto...

HORRIBLE CUSTOMER SERVICE!!! My husband and I hav...

HORRIBLE CUSTOMER SERVICE!!! My husband and I have had a Phillips 66 gas card for over 25 years. One of our teenagers recently started driving and was using our gas card to fill up his tank. The card got maxed out so I made an additional payment for the month. We have electronic payments set up each month. When I checked our account online it stated we had a $221 credit on the account. When I called the 800 number on my card thought was calling Phillips customer service instead it was Synchrony Bank. They informed me that they could not talk to me because I was not primary on the account. I informed them I had called them before and was able to get information since I am on the card and I am the one who pays the bills. The Synchrony rep said that may have happened in the past but Synchrony took over the account four years ago. I asked them if I had a credit on the account why could I not use it. They said it was their policy that if a large payment was paid the card was put on hold for a week. I said we have been account holders for 25 years. We have always paid off our card every month. Can't you look at the history? The rep said it was Synchrony's policy to hold large payments. I told him this was assinine and he said I agree which was a shock. He said my husband would have to call back later to get the hold taken off of the account. My husband did call back later but the rep on the phone was some immature kid who didn't give a rip that we had the card for 25 years. My husband said to cancel the account. The rep cancelled the account and did apoligize for the inconvenience at the END of the call. He really didn't care that Phillips 66 was losing a 25 year customer. My sister cancelled her card after being a customer for 15 years. I then called Phillips 66 and got a hold of their customer service. I told them what had happened. I just wanted them to know how Synchony Bank was handling their long time customers. She did apologize and said she would let Synchrony know what happened. Synchrony did call us and left a message stating they wanted to talk to us about the situation. My husband called the rep (supposedly a manager) five times and she never called him back. What run around!!