Consumer complaint received 2023-02-27
Company: SYNCHRONY FINANCIAL
State: OR
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
17 months ago, I went to XXXX XXXX to get my existing dentures replaced with new. What brought me there was a promotion they were advertising at the time, for 18 months interest free. The paperwork was completed in the office by the office manager on site then. The office manager assured me I was all set up and ready to go, payments dialed in, done. Not once did he say this was a credit card I was getting into. I tried to contact him at XXXXXXXX XXXX, but he is no longer in there employ. Short story, I left XXXX XXXX with new dentures trusting that everything was done. I even went paperless and set up auto pay with my bank at that time. So, I assumed all was done, I was good to go. I admit I didn't look at my statements. For me it was a onetime deal, my last dentures lasted me 20 years, figure these would make the rest of my life, thought it was only good for my approved dental procedure, nothing more. 

Fast forward. I knew I was approaching the end of my promotional period, and totally expected to see1 payment remaining on my balance. To my shock I had a balance of {$1900.00}. About 3/4 of the original balance. I contacted Synchrony, that's a feat in itself, and through a bunch of menus that did not pertain to my issue, I finally got to a " general manager ''. Who informed me it was my responsibility to go in and update my payment to the correct amount to pay the charge off in 18-months. I had no idea and was never told by XXXX XXXX XXXX office manager that this was a credit card, and the payment was set to the minimum amount due, not the minimum amount to pay the charge off in 18 months. The Synchrony general manager went so far as to instruct me on how to figure what my payment should be. Yeah, I get it, simple math, total amount divided by 18. I offered to pay off the full amount, as I know I owe that, I not trying to wiggle out of it, but I wanted them to extend my promotional period for another 18-months on the remaining balance. the first general manager I spoke to at Synchrony said they could not do anything about the account until the present promotion expired, and for me to check back then. At which time I understand I will be responsible for 26.99 % interest from Day 1 of the 18-month promotional period. The second manager at Synchrony didn't mention the expiration date having anything to do with modifying the plan, she instead offered me 1-month extension. At the time I was retired, a year short of getting on Medicare, on a fixed income, and without health insurance. 
Now before XX/XX/ 2023 I will have to come up with almost {$2000.00} or I will immediately be charged with almost {$1000.00} in interest. I feel they deceive people who fall into that category of no health insurance and fixed income. There should have been one payment only for that plan, not a minimum that would not satisfy the full amount in 18- months. Like the General manager said. " Total amount divided by 18 ''. At no time was I ever informed that I needed to go and change my payment to the correct amount, until I talked to Synchrony on Monday XXXX-2023

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief