Consumer complaint received 2025-10-02 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
I am filing a formal complaint against Synchrony Bank regarding deceptive and unfair payment allocation practices on my XXXX credit card account. Over the past year, I have unknowingly paid over {$1600.00} in interest charges due to XXXX default policy of applying payments to promotional ( deferred interest ) balances first, rather than to regular purchases. 
This practice resulted in interest accruing on everyday purchaseseven though I was making substantial payments. I was not clearly informed of this allocation method, nor was I given the opportunity to opt out during account setup. Other major retailers ( e.g., XXXX XXXX, XXXX ) do not require manual intervention to protect consumers from this trap. 

Key Issues : - Lack of Disclosure : Synchrony did not clearly inform me that payments would be applied to promotional balances first unless I manually changed the allocation. 
- Unfair Default Setting : The default payment allocation favors the creditor and penalizes consumers, especially seniors like myself who may not be aware of this technicality. 
- Limited Remediation Window : Synchrony representatives stated they can only reallocate payments within the last XXXX  days, despite the fact that the issue spans over XXXX  months. 
- No Email Record Provided : I requested a transcript of my chat with Synchrony ( Ref XXXX XXXXXXXX ) and was told it could not be emailed, limiting my ability to document the issue. 

Resolution Requested : - A full review of my account and payment allocations over the past XXXX  months. 
- Reallocation of payments to apply to regular purchases first, wherever possible. 
- A refund or adjustment of the {$1600.00} in interest charges incurred due to improper allocation. 
- A written explanation of XXXX payment allocation policy and why it differs from industry norms. 

Supporting Documentation : - Chat transcript with Synchrony Bank representatives XXXX and XXXX XXXX ( Ref XXXX XXXXXXXX ). 
- Account statements showing interest charges despite large payments. 
- Confirmation that I manually changed the allocation setting only recently ( XX/XX/XXXX ), after discovering the issue. 

I believe this practice violates consumer protection principles and disproportionately affects vulnerable populations. I respectfully request that this matter be investigated and resolved promptly. 
Sincerely, XXXX XXXX XXXX This is a screenshot of the XXXX time asking them to resolve this and reallocate my payments to regular purchases first, then the deferred balance. 

XXXX XXXX XXXX, XXXX XXXX, Synchrony 's virtual assistant. Just so you know, this chat may be monitored and recorded for quality purposes. How can I help you? 

How to Ask XXXX Questions XXXX XXXX Thank you for logging in. 

i need help with the way my payments have been applied to my XXXX  account XXXX XXXX I can give you some information on payments. Can you be more specific so I can better help you? You can also select a relevant link below : Payment Options When is my Due Date Already Made a Payment Was Payment Received Estimated Minimum Payment lowes applied my payments to charges that interest was deferred and charged my full interest. i want a credit back XXXX XXXX I'm sorry to hear that. A live chat agent can help you find out why there is an interest charge on your account. Please select the link below to be connected : Connect to XXXX XXXX Was this helpful? 

YES NO Connected to Live Chat Customer Service Representative : XXXX XXXX Welcome to Lowes Credit Card Live Chat. Your chat will be monitored and recorded for quality purposes. A chat agent will be with you momentarily. 

Your chat reference number for this session is XXXX XXXXXXXX You are now connected to a live associate. 
XXXX XXXX XXXX. Thank you for contacting XXXX XXXX XXXX. My name is XXXX. I'll be glad to help you today. 
Hello, XXXX, XXXX has been inappropriately charging me interest on deffered purchase. they have applied my payments to these purchases instead of to the regular purchases XXXX  I'm sorry to know that. 
XXXX XXXX XXXX select a Payment Allocation method online which will take effect within XXXX to XXXX billing cycles. You can click on the Payments XXXX. Choose Manage How Payments Are Applied. Review the description of the XXXX payment allocation methods shown on the page. Select Non-Promotional balance first. 
I want XXXX to do this for me. THIS IS WRONG - home depot applies to the regular payment XXXX and i did not have to tell them to do that. This is a scam and i will report to XXXX  banking and fiance XXXX XXXX I have XXXX to XXXX minutes to check your account? 
thank you want to make sure you are still here XXXX  Thank you for waiting. The Non - XXXX XXXX is {$640.00}. 
only XXXX i made a huge payment lasst mont XXXX  The regular balance should be paid in full by the due date to avoid interest charge assessed. 
XXXX i speak to a XXXX or supervisor please XXXX  Please give me a minute or XXXX while I transfer you to a supervisor. 
XXXX My name is XXXX. I am the Account XXXX. 
XXXX  Would you please give me XXXX minutes while I read your previous chats to familiarize myself with the situation? 
ok XXXX  Thank you! 
XXXX  Thank you for waiting. I greatly appreciate your patience. 
thank you i appreciate your time and hope you can do something about this this is sneaky way of collecting interest XXXX  Thank you and you are welcome. 
XXXX XXXX, payment allocation option is given to you from your account login. 
i am a XXXX  citizen - that is an unfair practice, my only resolve will be to go to the state department of banking and finance. XXXX XXXX does not make XXXX tell them how to apply payments, neither does XXXX and other large retailers XXXX  The option of non-promotional balance first has been selected on XX/XX/XXXX, which takes XXXX billing cycles to get updated. 
this is because i called in. so you are telling me that is my only option correct? 
XXXX XXXX, you are correct. 
XXXX  You can also contact us after the payment is submitted, to get the payment allocated as per your choice. 
ok, can i have an email of this chat? 
how far back can you go to reallocate payments? 
XXXX  Unfortunately, we do not have an option to send it via email, however you can take a print of this chat or take screenshots. 
XXXX  We can only be able to allocate the payments made in last XXXX  days. 
can i get an email of my account for the last XXXX  months. to XXXX? 
XXXX XXXX I know if you are referring to the statements? 
XXXX XXXX to make sure we do not lose connection, may I know if you are online with me? 
we can do this now or later Request a Full Account Review - Ask Synchrony for a detailed breakdown of how payments were applied over the past XXXX  months. - Request monthly statements and a payment allo J In order to view that, you can certainly refer to the statements generated on your account. 
XXXX  As your account is on paperless statements, you can download the statements from your account login for the last XXXX months. 
i will file with XXXX of XXXX. 
XXXX XXXX there any other concerns that I can help you with today? 
offer a better solution, thats all.

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