Consumer complaint received 2026-02-19 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Add-on products and services
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I previously filed a complaint with this bank/credit card about several issues, XXXX of which is the credit protection coverage I paid for but the claim was not processed and thus I had late fees and interest charges added on improperly. The company responded that they had not received the form and doctors statement back from me, however I had sent it in to the email address provided to me by customer service. Nevertheless, I'm filling this complaint as the other complaint is closed without any way of providing the forms through this platform, ensuring they it's received. Accordingly I'm attaching it now to this complaint. I did send it via email. However I'm sending it when herewith. Further, the company did not address the reversal of my payment in XXXX for {$140.00} that was reversed for the reason that it was said to be unauthorized at the using bank,XX/XX/XXXXXXXX. When the charge was reversed it was an error, as my husband ( who is the account holder ) did not recognize the charge initially on his statement. He attempted to clear it up with his bank and when that dispute arrived at synchrony it was not properly investigated because I immediately contacted synchrony when I was made aware of it, assuring them that the charge was, in fact, authorized and reversing the payment was in error. To insinuate that I made an unauthorized payment is 100 percent wrong! I told them that and the only answer I got from synchrony about the matter was that I should contact the bank the payment was made through - capital one- and discuss the matter when them. That's it. I expressed to synchrony that I could not do that as my husband is the account holder at XXXX XXXX and they would not discuss the matter with me, and told me to contact synchrony since that's my bank. So both banks are telling me to take the matter up with the other bank, meanwhile, the error was never fixed and synchrony used that to claim as the first reason for closing my account. Also they reversed the payment increasing the interest tacked on. Lastly, they second time they worked a non-payment was the result of a system glitch that charged meXX/XX/XXXX in a row ( the XX/XX/XXXX being at night, the XX/XX/XXXXtime the next morning ). XXXX charge went through since I intended it to, the XX/XX/XXXX charge did not because it was in error and i didn't have the money on that card since I had just paid it and intended only XXXX charge to be made. They still considered that in their decision to close my account, and charged me a XXXXXX/XX/XXXX fee, effectively canceling out my intended payment that was marked on time. Lastly the XXXX " returned payment '' they used in the decision to close my account was a scheduled payment for XX/XX/XXXX. I had the money in my account to cover the payment, and it was indicated to me through the automated system that the payment was received. However I'm searching my account later on, the XX/XX/XXXX payment was not put through until XX/XX/XXXX, nearly a week later. By that time I did not have the money in my account to cover it, as I had thought the payment had already gone through and my card does not show a running total on my balance in the statements so I guess I had inadvertently student the money intended for synchrony. Despite that, however, the automated system continued to tell me synchrony has received the payment.

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