Consumer complaint received 2025-11-15 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Add-on products and services
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
Subject : Misleading enrollment, excessive fees, undisclosed claim requirements, and unfair interest Synchrony CareCredit XXXX XXXX XXXX. 

Complaint : I am filing this complaint because Synchrony Bank enrolled me in its XXXX XXXX XXXX XXXX XXXX XXXX program without clear consent or proper disclosure. The program has charged me excessive fees, imposed undisclosed requirements after I filed a claim, and has not provided the protection I paid for. On top of that, the XXXX interest rate of 32.99 % and the {$2100.00} I have paid in interest have created severe financial hardship during a period of involuntary job loss. 

My initial CareCredit balance was approximately {$4000.00}. Despite making consistent payments and paying into the program, I have only been able to reduce about 30 % of this balance. The extremely high interest rate combined with misleading XXXX XXXX fees has made it nearly impossible to make progress. 

I have paid approximately {$1400.00} in XXXX XXXX fees alone. I believe this amount is excessive for a protection program that is now refusing to honor its own terms. 

After my involuntary job loss, I filed a claim and submitted all documents originally required, including my separation letter, final pay stub, and proof of employment status and job loss. 

However, after I submitted everything required, Synchrony began asking for additional documents that were never disclosed, not included in the written terms, and not part of the claim instructions. These new requirements appeared only after my claim was filed. This shifting of standards feels unfair, misleading, and inconsistent with the official program terms. 

I reviewed the program materials and found that these extra requirements do not appear anywhere in the published terms. This raises concerns that the program is structured in a way that avoids paying legitimate claims despite collecting large monthly fees. 

Additionally, the 32.99 % interest rate and the {$2100.00} in total interest paid so far are extremely high and have made it even more difficult to manage this account during my job loss. The combination of excessive interest and misleading protection charges feels predatory. 

I am requesting : Full cancellation of my XXXX  balance under the involuntary job-loss protection A full refund of all Payment Security / Card Security fees ( approx. {$1400.00} ) Immediate removal of the program from my account A written explanation of how and when I was enrolled A review of Synchronys misleading and inconsistent claim-handling CFPB XXXX XXXX the 32.99 % interest rate and the {$2100.00} in interest already paid I am requesting CFPB assistance XXXX the program was not clearly disclosed, the enrollment appears misleading, the fees are excessive, the claim process is unfair and constantly changing, and the interest charges have created significant financial harm during my involuntary job loss. 

Thank you.

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