Consumer complaint received 2025-01-07 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
Subject : Complaint Regarding Predatory Practices by Synchrony Bank/XXXX XXXX XXXX Credit Card To Whom It May Concern, I am writing to formally report a predatory and highly frustrating experience with Synchrony Bank , the issuer of my XXXX XXXX XXXX  credit card. Despite making every effort to ensure my payments were made on time, Synchrony Bank has consistently failed to process them correctly, resulting in unwarranted fees, penalties, and ultimately, the closure of my account. I believe my experience may reflect systemic issues within Synchrony Banks operations, as I have discovered hundreds of similar complaints from other consumers. 

Below is a detailed account of my experience : Account Opening and First Payment : XX/XX/XXXX : Opened a Synchrony Bank credit card with an interest-free promotional period. 
XX/XX/XXXX : Sent my first payment of {$750.00} via my credit unions bill payment service. 
XX/XX/XXXX : First payment due. 
XX/XX/XXXX : Received a text that my payment was late. Panicked, I sent a second {$750.00} payment, also through my credit union. 
Both {$750.00} payments cleared my bank but were processed late by Synchrony. Synchrony also charged a {$30.00} returned check fee on XX/XX/XXXX, even though no payment was returned. 

Second Payment and AutoPay Issues : XX/XX/XXXX : Second payment of {$500.00} was due. Earlier in the month, I set up AutoPay directly with Synchrony. 
XX/XX/XXXX : Received a text stating my payment was late. 
XX/XX/XXXX : I called customer service, where I was told my payment information was incorrectdespite using the same account information that was successful previously. I made the {$500.00} payment manually over the phone, and it processed immediately. 

Third Payment and Continued Issues : XX/XX/XXXX : Third payment of {$500.00} was due. AutoPay withdrew the payment from my bank as scheduled. 
XX/XX/XXXX : Received another text stating my payment was late. 
XX/XX/XXXX : Made an additional {$500.00} payment manually via Synchronys online portal, which processed correctly. 

Account Closure Without Resolution : XX/XX/XXXX : Received a letter stating my account was closed. 
XX/XX/XXXX : Called Synchrony and spoke with an Account Manager who reviewed my statement. She was unable to explain the inconsistencies in their processing and implied it was my banks fault, which is demonstrably untrue. All payments cleared my bank on time, and funds were always sufficient. 
Throughout this ordeal, Synchrony Bank has failed to : Accurately and timely process payments. 
Provide any plausible explanation for their errors. 
Offer meaningful recourse or a case/ticket number for dispute resolution. 
I have excellent credit and have never missed a payment with any other institution. This experience has not only caused undue stress but also damaged my financial standing through no fault of my own. 

I urge the Consumer Financial Protection Bureau to investigate Synchrony Banks practices. I am happy to provide copies of my Synchrony account statements, bank statements, and any additional information to support this complaint. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX

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