Consumer complaint received 2026-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
I am submitting this complaint against Synchrony Bank regarding the failure to properly credit and track rewards points on my Lowe 's Synchrony XXXX XXXX card following a card transition in XX/XX/year>. BACKGROUND : I previously held a Lowe's-branded XXXX XXXX card through which I earned and redeemed rewards points consistently over several years, converting them to Lowe 's gift cards at approximately {$1000.00} per quarter. In XX/XX/year>, this card was transitioned to a Synchrony-issued XXXX XXXX card without my initiation. Prior to the transition, I redeemed the majority of my accumulated points, leaving only a small balance at the time of transfer. THE PROBLEM : Since the XX/XX/year> transition, I have made approximately {$20000.00} in payments to my Synchrony card and have received only XXXX points. The advertised minimum earning rate for this card is XXXX point per dollar of spend. The points I have received represent a significant and unexplained shortfall from what was advertised. Additionally, the Synchrony online portal provides no rewards tracking, point history, or point management tools. When I contacted Synchrony to request an accounting of my points, I was directed to Lowe 's Pro Rewards. I contacted Lowe 's Pro Rewards on XXXX separate occasions and spoke with XXXX different representatives, each of whom directed me back to Synchrony. Neither party has accepted responsibility for explaining the point calculation or providing a resolution. The link within my MLPro Rewards account that is designated for points deposits redirects only to my Synchrony statement not to any rewards ledger or accounting of points earned. There is currently no functional mechanism for me as a cardholder to verify that I am receiving the rewards I was promised. REGULATORY CONCERN : This situation raises concerns under the Truth in Lending Act ( TILA ) and Regulation Z regarding accurate disclosure of credit card terms and benefits, as well as potential unfair, deceptive, or abusive acts or practices ( UDAAP ) given that : XXXX. Rewards benefits were advertised at a minimum rate that has not been honored or explained. XXXX. No tracking or verification mechanism exists for the cardholder. XXXX. Synchrony has directed me to a third party ( Lowe 's ) for resolution while Lowe 's directs me back to Synchrony, leaving me with no path to resolution. RESOLUTION REQUESTED : 1. A complete and itemized accounting of all rewards points earned on my account since XX/XX/year>, broken down by transaction. XXXX. Reconciliation of any gap between points earned and the advertised minimum earning rate, with issuance of any owed points or equivalent compensation. XXXX. Implementation of a functional rewards tracking tool within the Synchrony cardholder portal. XXXX. Written clarification of which party Synchrony or Lowe 's is responsible for administering and resolving rewards disputes for this card. I have been making substantial payments on this account in good faith and expect the benefits advertised at the time of this card 's issuance to be honored and verifiable.

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