Consumer complaint received 2026-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Subject : Formal Complaint Inaccurate Delinquency Reporting Resulting from Platform and Access Failures To Whom It May Concern, I am submitting this complaint regarding inaccurate late payment reporting associated with my XXXX XXXX XXXX XXXX account ending in XXXX, issued by Synchrony Bank. This matter has repeatedly been treated as a standard late payment situation or goodwill adjustment request. It is neither. The issue arose from a breakdown involving the XXXX platform and access systems, which directly interfered with my ability to monitor and manage the account despite autopay having been consistently enabled. Autopay was enabled on this account from inception and remained active and functioning throughout all of XXXX. I had no reason whatsoever to disable autopay after relying on it successfully for an extended period of time, and I have no history of delinquent payments across my accounts. All of my credit cards are configured on autopay to pay statement balances automatically, including this account. Unlike traditional credit cards where account access occurs directly through the issuing banks platform, this account relies on indirect access and integration between XXXX and Synchrony systems. During the period in question, I experienced repeated failures across both platforms, including : Synchrony platform errors stating the application was temporarily unavailable XXXX account access failures preventing account details from being displayed XXXX to reliably access account communications and account status information I have attached screenshots documenting these failures as they occurred from the consumer side during the relevant time period. These are not retrospective recreationsthey were captured contemporaneously while the issues were occurring. During this same period, autopay was no longer active at the system level following a failed scheduled payment tied to a backend/platform issue. I was unaware this had occurred because the surrounding systems and account access mechanisms were themselves failing and inconsistent. Once I was finally able to access the information and realized autopay was no longer active, I immediately brought the account current and paid the outstanding balance in full. Additionally, Synchrony representatives acknowledged to me that this situation was not caused by any action or fault on my part, and interest charges associated with this period were refunded in addition to late feesan action not typical of standard delinquency situations. Despite these circumstances, the account continues to be reported as though this were a normal consumer delinquency. That characterization is inaccurate and materially misleading. This issue did not arise from a refusal or unwillingness to pay. It arose from a combination of : platform/backend failures, disrupted account access, autopay disruption, and breakdowns in the integrated XXXX/Synchrony account environment. Under the Fair Credit Reporting Act, furnished information must be complete and accurate. Reporting these events as standard consumer late payments fails to accurately reflect the underlying circumstances and ignores material evidence demonstrating system-level issues that directly contributed to the delinquency reporting. Accordingly, I respectfully request : Removal of the late payment reporting associated with this account from all credit reporting agencies Correction of the account history to accurately reflect the circumstances surrounding these events Written confirmation once these corrections have been completed Timeline of events : 1. Throughout XXXX : XXXX was enabled and functioning consistently on the account. XXXX. XX/XX/XXXX : A scheduled autopay payment failed due to a XXXXSynchrony backend platform issue. Following this event, autopay was no longer active at the system level without any action on my part. XXXX. XXXX XXXX : I was under the assumption that autopay was on. Account access online failed when I checked but as the screen shots show, it did not indicate any failure in autopay. Screenshots documenting these failures from the consumer side during the relevant period are attached. XXXX. XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX : The account was reported delinquent despite the underlying platform and autopay failures. XXXX. XX/XX/XXXX : Once I was able to access the account information and realized autopay was no longer active, I immediately brought the account current and paid the outstanding balance in full. XXXX. XXXX XXXX : Synchrony representatives acknowledged during conversations that this issue was not caused by any action or fault on my part and refunded not only late fees but also interest charges associated with this period. XXXX. When I asked Synchrony to remove incorrect reporting to the credit reporting agencies- they responded saying they have investigated in the backend and the reporting is accurate. The errors ( as shown in the attached screenshots ) occurred in the front end account access/payment - their entire investigation and conclusion is therefore inaccurate. Thank you for your time and attention to this matter. Sincerely, XXXX XXXX

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