Consumer complaint received 2026-06-27 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Ive been very frustrated with how my XXXX XXXX XXXX ( Synchrony ) account balance is being handled and explained. Over the past XXXX months, Ive noticed inconsistencies in how my balances are displayed and how payments are applied. On XX/XX/year>, I paid off what I believed was the highest balance amount/current balance. Then on XX/XX/XXXX, I made another payment because I was unsure if the previous payment fully covered the month- At that time, I noticed I was unable to pay off the highest balance option, and the system would only allow me to pay the lower amount ( what appeared to be the statement balance ). The numbers did not seem to reflect clearly or consistently. I've never had that issue before and I've had this XXXX credit card for years and have been an XXXX customer even longer. And up until last month is when I started noticing my blance would not zero out even though I'm paying off the current balance every month. I know about the interest, added fees which is included in the current balance which is thr highest balance mouth that i choose to pay off every time I make my monthly payments. Most recently, on Friday afternoon, XX/XX/year>. I paid off the full current/highest balance again, which was {$790.00}. This included a {$40.00} late fee. After submitting the payment, my account still did not show a {$0.00} balance, even though I paid the full amount shown. I'm given XXXX options in order to make my XXXX credit card payment, one option is the current balance which includes total balance of everything that I owe altogether, including interest fees and any other added fees which was {$790.00} ( I paid it ). Second option of payment is the statement balance which goes by what I owe in that cycle which was $ XXXX this amount is always the lesser amount which doesnt include interest or added fees. Then there's the third option the minimum fee of {$40.00}. After I paid my current balance which I should be at a XXXX balance now just like how I've been doing for years, but a few hours later, I checked again & my current balance increased to {$830.00}, despite me not making any new purchases and I do not share my account with anyone. All XXXXsynchrony customer service did was waive {$40.00} fee. This happened last month where the balance looked questionable and I still paid it off, this time the {$790.00} current balance is questionable in itself because knowing I should have been at a XXXX balance after making my payments last month XXXX times, I know I did not make {$790.00} worth of purchases since my last payment and interest fees and late fees is not enough to make my payment go from what it should be which is around {$300.00} to {$790.00}. Now they have me at a XXXX current balance which is bizarre and inaccurate. I only paid off the {$790.00} in the instance that last month both payments were partially made and if i still owed then that would still reflect this month. But now I know for a fact that their system is misleading. Although my payment of {$790.00} is showing as processing, it still should reflect as a zerobbalance, at least still reflect balance of XXXX, not XXXX. When I contacted customer service, I was told the issue was due to paying a day late, and later told it was due to a purchase made on XX/XX/XXXX. However, that transaction should have already been included in earlier billing cycles and should not have caused confusion about my current payoff amount. I was not given a clear, itemized explanation of why my balance changed after I paid what was shown as the full amount due. Overall, my main concern is the lack of transparency and consistency in how balances, payments, and fees are displayed and explained. I expected that paying the highest/current balance would bring my account to zero, but instead I continue seeing changes that are not clearly explained even after speaking with multiple representatives.

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