Consumer complaint received 2026-06-08 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I have multiple open promotions with Care Credit ( Synchrony ), and several that didn't meet the charged amount to qualify for a deferred interest promotion, and are accruing daily interest. On XX/XX/XXXX, I made a {$500.00} payment, but I noticed that my promotions added together didn't equal the amount due. I called and was informed that I had {$510.00} in smaller purchases that were not tied to promotions, and were accruing daily interest. I requested that the company apply my {$500.00} payment to the non-promotional balance, and that I was making an additional {$13.00} payment to cover the remaining non-promo balance, and wanted it applied to that. I was advised to call back the next day to ensure it was applied properly. I called XX/XX/XXXX, and asked if my {$13.00} had been applied to the non-promo balance. I was told yes, and that there was a note in the system. I made several more payments of {$250.00} throughout the month of XXXX, calling each time to ensure that they were being applied to promotions expiring on XX/XX/XXXX ( the ones with the closest expiration date ). On XX/XX/XXXX, I realized that I STILL had a non-promotional balance ( the promos didn't add up to the final total ). I had not made any non-promo purchases between the calls. I called again, and was told that my non-promo balance was {$360.00}, and that only part of my {$510.00} payment had been applied to the non-promo balance against my wishes ( the rest had been scattered amongst the other promos ). I requested that the money be reallocated as I had originally requested, the representative told me too much time had gone by, and it wasn't possible. I requested a freeze on the non-promo balance interest, and was told it wasn't possible. I requested a refund on the interest fees since XX/XX/XXXX, and was told Synchrony wouldn't do that. I requested to extend my final promotion expiring in XXXX to XXXX so that I could make a payment and cover the interest fees on the non-promo balance, and was told they couldn't, but that there was a 30 day grace period before the interest was applied. I was told the only way to " fix things '' was to pay off the entire non-promo balance that day, including interest fees, or they would keep accruing daily interest. I verified the amount twice, and made a payment of {$360.00}. On XX/XX/XXXX, I saw that the payment I had made had been applied only partially to the non-promo balance, and the rest to promotions against my requests and despite the multiple lengthy conversations. I called again, and requested to speak to a supervisor. The supervisor told me that she would apply my most recent payments to the non-promo balance ( I don't remember the amount, but I have it on an audio recording ), clearing it, and would add the non-promo balance to my single promotional purchase expiring on XX/XX/XXXX. I also requested a refund on the interest fees since XX/XX/XXXX when I had made my first request. She refunded them. On XX/XX/XXXX, made a {$500.00} payment, and I saw that the promotional balance still existed at {$290.00}. I called again, and the representative refunded my interest fees since the last call, then said she would apply the {$500.00} payment to clear the non-promo balance and apply the remaining towards the XX/XX/XXXX expiring promo at my request. As of XX/XX/XXXX, the non-promotional balance still exists at {$130.00}, and it seems that the {$500.00} payment was applied to the XX/XX/XXXX expiring promo, with only a small amount going towards the non-promo balance. I'm very frustrated by the company 's willful fraud, and repeated failure to apply payments as requested. I desperately need help to force them to apply my payments in the way I had asked over multiple hours of conversations.

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