Consumer complaint received 2026-05-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: UT

Complaint narrative:
Subject : Request for Reconsideration of CFPB Complaint # XXXX Based on New Evidence I am requesting reconsideration of CFPB Complaint # XXXX based on additional evidence that was not included in my original submission. My complaint concerns deferred interest charges that were assessed after the expiration of a promotional financing period. While Synchrony has stated that notice was provided within my account statements, I believe the notice was not delivered in a manner reasonably calculated to alert a paperless customer that immediate action was required. Synchrony actively encourages customers to enroll in paperless statements and promotes the benefits of paperless billing. I have provided supporting documentation and links demonstrating Synchronys efforts to encourage customers to rely on electronic statement delivery XXXX XXXX XXXX XXXX XXXX XXXX XXXX Because Synchrony actively promotes paperless enrollment, I believe it has a heightened responsibility to ensure that critical account deadlines and deferred-interest expiration notices are communicated in a clear and conspicuous manner. I have attached an example of the statement notification emails I received. These emails appeared to be routine monthly statement notifications and did not contain any warning in either the subject line or body of the email indicating that my promotional financing period was nearing expiration. To view the expiration notice, I would have needed to open the email, click through to the Synchrony website, log into my account, locate the statement for that month, and review the statement itself. I acknowledge that the expiration notice was displayed on the statement. However, my concern is that the statement notification email itself provided no indication that the statement contained a time-sensitive warning requiring immediate action. As a paperless customer, I had no reason to believe that a routine statement notification contained a critical promotional financing deadline that could result in substantial deferred-interest charges. Given the significant financial consequences associated with deferred-interest promotions, I believe a clear warning should have been prominently communicated through the statement notification email when the expiration date was approaching. I have never missed a payment on this account ( see attached ). After experiencing a layoff and recent family financial hardship, including significant medical expenses, I temporarily switched to making minimum payments. However, I fully intended to pay the promotional balance before the expiration date. Had the statement notification email contained a clear warning that the promotional financing period was about to expire, I would have paid the remaining balance immediately and avoided the deferred interest charges. I am not disputing that the expiration notice appeared on the statement. Rather, I am asking that Synchrony consider whether its method of notifying paperless customers was reasonably designed to bring such an important deadline to their attention. In my case, the notice was only available after several additional steps, while the email notification itself appeared no different from an ordinary monthly statement notice. I have maintained a positive payment history on this account and have never missed a payment. Despite experiencing a layoff and significant family medical expenses, I continued making all required payments and acted in good faith throughout the promotional period. Had I received a clear and conspicuous warning through the paperless statement notification process that the promotional financing period was about to expire, I would have immediately paid the remaining balance and avoided the deferred interest charges entirely. I did not intentionally disregard the deadline, nor did I fail to make my required payments. Rather, I was not effectively alerted to a critical deadline despite being enrolled in the paperless delivery method that Synchrony actively encourages customers to use. Given these circumstances, I respectfully request that Synchrony waive the deferred interest charges as a goodwill adjustment and allow me to satisfy the remaining principal balance immediately. This outcome would fairly place both parties in the position they would have been in had a clear warning been provided before the promotional period expired. I believe this request is reasonable in light of my payment history, my demonstrated intent to pay the balance, the financial hardship my family has experienced, and the lack of a meaningful warning within the paperless statement notification emails themselves. I respectfully ask that Synchrony conduct a substantive review of this matter and provide a resolution that reflects both the spirit of fair customer treatment and the unique circumstances presented here. I am prepared to pay the remaining principal balance immediately upon approval of this request. Thank you for your time and consideration.

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 explanation