Consumer complaint received 2026-01-29 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Hello, I am writing to formally request a review of a large retroactive interest charge that was recently applied to my Synchrony account following the expiration of a promotional financing period. 

Approximately XXXX years ago, I used this account at XXXX to purchase appliances as part of a home remodel under a deferred-interest, no-interest promotional plan. At the time, The store employees who presented me with the card misunderstood how deferred interest works and believed that by making consistent monthly payments, which has been done without fault, the balance would be paid off by the end of the promotional period. 

I have made payments in good faith throughout the life of the account using the math the employees provided to me. When the promotion expired, I was assessed approximately {$1500.00} in retroactive interest, which came as a complete surprise considering only XXXX $ were left. I did not realize that any remaining balanceno matter how smallwould trigger interest going back to the original purchase date. Within the XXXX year period I never received a proper communication from synchrony stating that the promotional period was about to end whether it was a month before or XXXX months before or even a year before I didn't receive anything. No clear reminder or warning that the promotional period was about to end was received. 

I recently contacted customer service, explained all of this and asked if my account could be reviewed for a one-time courtesy adjustment or partial goodwill credit. Unfortunately, I was told that nothing could be done. The call was made at XXXX XXXX XXXX time on XX/XX/year>. I spoke initially with an employee who kindly said there were no offers available for me to help you then suggested to speak to a supervisor, no issue there. 

However, when I spoke with the supervisor, I explained my situation first then there was a long pause as if she didn't listen to what I said followed with " I do not understand. There is nothing I can do you have to pay the interest '' her response was immediate without conducting any meaningful review of my account or offering any alternative solutions. I was also told that a survey would be provided after the call, but no survey was provided. 

I was taking a back by this response to say the least, I have been making consistent payments with synchrony from the beginning have never had an issue with them. Im not sure what kind of partnership XXXX and synchrony have but XXXX employees did not have adequate knowledge on the promo or crunching numbers to make the appropriate payments, but the way the promotion was advertised to me, felt confusing and predatory as if they had no experience. I communicated this with the so-called XXXX thats synchrony provided over the phone and even offered to pay the remaining balance in full in good faith if the customer service team could explore ways to help me, I couldn't get any other response or help from this person. 

I was even interested in possibly other cards or loans for my endeavors, but if this is the customer service team that I have to deal with for any sort of issue then I am extremely disappointed in the lack of professionalism and willingness to work with me. I have also sent a written request to customer.relations I respectfully request that Synchrony reconsider this situation. This was an honest misunderstanding, not an attempt to avoid payment. I am willing and able to continue paying down the remaining balance and am seeking a reasonable courtesy adjustment to reduce or remove some or all of the retroactive interest as a goodwill gesture. 

I value maintaining a positive relationship with Synchrony and hope that a fair resolution can be reached. 

Thank you for your time and consideration. 

Sincerely,

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