Consumer complaint received 2025-09-29 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: CA

Complaint narrative:
On XX/XX/XXXX, I financed a {$3800.00} XXXX XXXX  through CareCredit XXXX Synchrony Bank ) under a XXXX deferred interest promotion set to expire on XX/XX/XXXX. I made consistent monthly payments, and as of the expiration date I had a remaining balance of around {$1700.00}. 

Because I did not pay off the entire balance by XX/XX/XXXX, Synchrony retroactively applied {$2200.00} in interest, calculated back to the original purchase date. This interest charge is nearly 60 % of the original procedure cost and feels excessive and unfair. 

At the time of purchase, the promotional financing terms were not explained clearly by the XXXX MD office. I understood the program to mean that steady monthly payments over the 24 months would satisfy the promotion. I also never received mailed statements, and on the electronic statements the promotional expiration date and conditions were not prominently disclosed on the first page, which added to the confusion. 

I am only XXXX month past the promo expiration date when the interest was applied. My XXXX MD office in XXXX XXXX is permanently closed, leaving me without a provider advocate to escalate this issue. 

Steps I have taken to resolve this : XX/XX/XXXX : Contacted Synchrony live chat immediately after learning about the added interest They explained the interest was contractual and could not be waived, and provided me with a contact to the hardship/settlement team for a payment plan or one-time settlement. 

XX/XX/XXXX : Contacted Synchrony Customer Support Phone Number They explained the interest was contractual and could not be waived. This was escalated to the XXXX who repeated the same explanation, apologizing but refusing relief. The XXXX told me I would get a call back from someone at corporate but it XXXX take up to XXXX business days. 

XX/XX/XXXX : XXXX Synchronys XXXX XXXX via email asking for relief Awaiting a response XX/XX/XXXX : Referred to Synchrony hardship/settlement team They only offered a XXXX hardship repayment plan for the full amount, but said the account was not eligible for a reduced settlement. 


Why I am complaining : The promotional financing terms were confusing and misleading at XXXX XXXX of sale. 

The electronic statements did not clearly highlight the deferred interest rules, and I never received paper statements. 

The retroactive interest charge is disproportionate and predatory, adding nearly 60 % to the original cost. 

I have made every payment on time, have never been delinquent, and would have paid the balance in full if I had understood that was required. 

Synchronys internal teams have refused to provide relief, leaving me no option but to escalate to the CFPB. 

The sudden addition of {$2200.00} in back-dated interest has created a significant and unexpected financial hardship. I budgeted for the payments in good faith and now face a charge that I believe is unfair and disproportionate.

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