Consumer complaint received 2026-01-06 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
I am filing this complaint regarding unauthorized charges, lack of account access, and improperly disclosed deferred interest on my Synchrony / Mattress Firm credit account. 

From the opening of this account in XXXX, I have been charged a recurring monthly fee labeled XXXX XXXX XXXX. I never consented to, authorized, or knowingly enrolled in any payment protection, security, or insurance product. This fee has been charged since day one. I believed these charges were interest, as no one ever explained that they were for an optional add-on service. I did not request this service verbally, in writing, or electronically. 

Compounding this issue, I have experienced ongoing problems accessing my account. I was unable to log in and was told my access could not be restored, after which a card was mailed to me. I am now unable to view any account history prior to XXXX, despite the purchase being made in XXXX. Statements and transaction history before XXXX appear to have been cleared or removed on Synchronys end. 

Currently, my account history inaccurately shows my only transaction as a balance transfer that I never initiated, while my original and only purchase - mattress purchased in XXXX- does not appear at all. This lack of transparency has made it impossible for me to independently review charges, disclosures, or enrollment details related to this account. 

I also never requested to go paperless. I was not informed that statements would no longer be mailed, and the inability to access historical statements has severely limited my ability to understand or dispute charges. 

Regarding deferred interest : the terms and consequences of deferred interest were not explained to us at the time of purchase. We believed we were financing the mattress with a high monthly interest rate - not that failing to pay the full promotional balance by a specific date would result in retroactive interest being added back to the purchase date. I was later assessed approximately {$2700.00} in deferred interest, which was never clearly or adequately disclosed in person. Had this been explained, I would have made different payment decisions. 

Additionally, I have experienced poor and inappropriate treatment when attempting to resolve these issues. I have been hung up on, asked to provide Social Security numbers over the phone while representatives refuse to provide basic account information, and I am unable to remove my bank account information unless I provide another one, which I am not comfortable doing given the circumstances. 

I am extremely distressed by the lack of transparency, unauthorized charges, missing transaction history, and barriers to accessing my own account information. I want to pay my remaining legitimate balance, but it does not sit right to pay for unauthorized security fees and interest that was never properly disclosed. 

I am requesting : - Immediate cancellation of the XXXX XXXX XXXX service. 
- A full review and refund of all unauthorized security fees. 
- Removal or correction of deferred interest due to inadequate disclosure - Restoration or disclosure of full account history dating back to XXXX - Written confirmation and correction of my account balance

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