Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: NH

Complaint narrative:
Case XXXX : You asked to supply feedback but your site is broken and it is impossible to do so. Please refer to the above case. 

Lowes Rewards Credit card gave a response that completely ignored my complaint. This should not be closed as there are significant legal issues at play.

Paragraph 4 of their response : The account Balance Summary they are referring to is a snapshot of once a month and does not go into detail. It also does not update on the website when responsible people such as myself pay weekly. I have no idea throughout the month what is owed and where. It also doesn't break anything down into detail in the statement.

Paragraph 5 of their respone : I didn't say I don't understand how interest is charged. This was not part of my complaint nor does this address anything.

Paragraph 6 of their response : Nowhere on the website does it say to call or that calling is the only option. In addition, giving payment information over the phone is not only not secure, but it is not documented in any way for legal purposes. It is not a safe recommended practice to do payments over the phone. It is not outlined anywhere that this can be done on the website. They are obviously trying to make people unaware. This is deceitful business practice Paragraph 7 of their response : Again, the statement doesn't give live information about my card, what is due, how much for what charges etc. There is no way for me to see any detail on their website. They keep referring to the statement but even that doesn't break everything down and it is once a month only. Not in real time. I should be able to expect to see a complete breakdown in real time of what is owed and for what charges. Synchrony does not do that. I have no idea at any point the details of my account. Again deceitful business practice.

Please refer to the original complaint and respond to the legal implications I laid out. Please do not skirt around the issue and make excuses. I have supplied screenshots.

I am filing a complaint against Synchrony Bank for what appear to be unfair and deceptive practices involving promotional financing balances and payment transparency.

1. Synchrony does not display separate promotional and regular balances Synchrony Banks online platform does not show separate balances for : Regular purchases Promotional or deferred-interest purchases Equal-payment promotions This makes it impossible for consumers to understand their true financial obligation or monitor promotional expiration dates. Under TILA and Regulation Z 1026.7 and 1026.53, separate balances must be calculated and disclosed clearly to consumers.

2. Consumers can not direct payments toward specific balances Synchrony does not allow consumers to allocate payments toward regular or promotional balances. This prevents cardholders from avoiding unnecessary interest or managing promotions responsibly. 
Because the promotional balance is hidden, consumers can not verify whether Synchrony is : Applying excess payments to the highest-APR balance ( as required by Reg Z ) Respecting deferred-interest rules Accurately calculating interest 3. Potential violations of federal law Synchronys practices may violate : Truth in Lending Act ( TILA ) Regulation Z ( Periodic Statement Rules, Payment Allocation Rules ) Dodd-Frank Act ( UDAAP Unfair, Deceptive, or Abusive Acts or Practices ) The non-transparent system creates substantial risk of financial harm, including : Unexpected interest charges Retroactive deferred-interest triggers Inability to confirm payoff status 4. Pattern of past enforcement issues Synchrony Bank has previously faced CFPB enforcement for deceptive promotional financing practices, and this situation appears consistent with past conduct.

Requested Resolution I respectfully request that the CFPB : 1. Investigate whether Synchronys failure to display balance types violates Regulation Z disclosure requirements.

2. Require Synchrony to clearly display promotional vs. regular balances in the online portal.

3. Review Synchronys payment-allocation and deferred-interest handling for compliance.

4. Ensure disclosures sufficiently inform consumers how payments are applied. 
I am prepared to provide screenshots, billing statements, and correspondence documenting these issues.

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