Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: UT

Complaint narrative:
I set up an account through Care Credit run by Synchrony Bank. I set up this account through the company XXXX  to receive aligners for my teeth. The process of setting up this account was very quick and all done for me through the phone by a representative of the company XXXX. Whether it was me being naive or maybe a lack of information shared I feel that I did not know what I was signing up for fully. I was making regular payments to this account for at least the past 2 years when somewhere around XXXX of 2025 I noticed an additional charge of {$1400.00}. I called the account to get information on why I was being charged an additional {$1400.00} on top of the approximately {$2000.00} I was paying off. They told me that I signed up through a promotional credit and if I didn't pay off my debt before a specific time that I would be charged an additional {$1400.00}. I was unaware of this at the time and did not receive any emails or mail confirming this information but the lady on the phone told me if I had paid the total amount of the credit card they would waive the {$1400.00} fee. So I went through my bank and set up a new account with them which they mailed a check to the CareCredit company to cover the total amount that I owed. After paying off the amount I closed my account and thought that was the end. Until I began receiving spam phone calls and emails at the beginning of XXXX. I answered a phone call and the woman on the other end told me that I owed {$160.00} approximately due to missing a payment and that also included late fees and interest charges. When I told her I thought my account was closed and it had been fully paid off she told me that there was a small amount that had been missed and because that wasn't paid off on top that they charged me additional fees and that it had been charged interest rates. I asked if there was a way to resolve the additional fees and have them removed since I never received any information until the beginning of XXXX and she said no. My payment wasn't due until the XXXX of XXXX. I called multiple times to talk to supervisors and try to get the amount resolved I felt it was unfair I had to pay an additional {$160.00} on top of the {$2000.00} that I had already paid in full to them. I was told because they had already removed the additional {$1400.00} fee that they weren't able to waive any more fees and I would have to pay the {$160.00}. I agreed and called to set up an automatic payment to be taken out of my account on XX/XX/XXXX. Apparently they did not have my correct account information and the payment did not go through. I do not have access to my account anymore so I have no way of confirming when payments are made to this account. I wasn't informed until yesterday that my payment had failed because the account information they had was wrong. I attempted to call yesterday to see if there was a way to resolve the issue but nobody answered because it was a holiday even though I received the email on this holiday. I called today and spoke to a gentleman who told me that my charge was now {$210.00} because I was charged an additional late fee for not paying on XX/XX/XXXX. He told me there was nothing that they could do and that he could extend my payment date to XX/XX/XXXX but it would have to include the late fee. I also was told when I called before XX/XX/XXXX that I would be charged again for the month of XXXX an additional amount of interest that I would have to pay. They couldn't tell me the specific amount and they told me that I had to wait until XXXX to figure it out. I'm just trying to resolve this issue but they will not work with me I'm very frustrated that I have to keep paying additional fees and interest on an account that should be closed. I don't know if this is entirely my fault or if this company should also be held liable for the lack of communication. I'm still paying off the debt from this credit card through a different credit card company that I trust. And now I have to continue to pay this account because they keep finding ways to charge me additional fees and interest I just want this account to be closed and done in over with.

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