Consumer complaint received 2026-05-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: NM

Complaint narrative:
I am filing this complaint against Synchrony Bank ( CareCredit ) for deceptive marketing of promotional financing terms, predatory fee assessment, and structurally unfair billing practices stemming from severe merchant negligence and a complete failure of electronic disclosures. I am an individual on XXXX XXXX with a XXXX subsidy. 1. Misleading Promotional Terms, Premature Billing, & Total Abandonment of Care ( XXXX ) When I originally opened this account through my provider, XXXX XXXX XXXX, I was verbally assured by the merchant staff that I was receiving an 18-month interest-free promotional period. Synchrony ultimately applied a 12-month promotional period instead. Because the application was processed over the phone by the merchant on XX/XX/XXXX, I opted into paperless billing but never received a physical contract outlining the rules. The merchant 's billing practices were highly irregular. XXXX XXXX prematurely billed my XXXX subsidy and collected final payment on XX/XX/XXXX, XXXX the fact that I did not actually receive my finished partial dentures until XXXX or XXXX of XXXX. Less than two weeks after taking my insurance money, on XX/XX/XXXX, the merchant permanently closed their XXXX location. The treating dentist left the practice entirely. Because they took the funds, prematurely closed the clinic, and left me waiting months for my actual dentures without a provider, I was completely blocked from auditing my records locally or resolving the financing timeline with the personnel who established the line of credit. 2. Reliance on Misleading Automated Systems & Withheld Online Records ( XXXX ) For 13 consecutive months following the procedure, I maintained a flawless repayment history, consistently making early payments every single month. I managed my account faithfully every month using Synchrony 's official over-the-phone automated system. I stopped checking my email because Synchrony constantly inundated my inbox with endless marketing emails regarding unrelated care and services. Crucially, during my monthly calls, Synchrony 's automated phone system never once disclosed or warned me that I had been assessed a late fee, nor did it ever state that a deferred interest penalty was about to be applied. Furthermore, Synchrony Bank 's own online statements explicitly listed my official Promotional Expiration Date as XX/XX/XXXX. Yet, Synchrony has withheld all electronic statements from the account 's inception in XX/XX/XXXX through XX/XX/XXXX on their portal, with the online history only going back to XX/XX/XXXX. On XX/XX/XXXX, my regular monthly payment was processed. Despite my promotional contract being explicitly listed on statements as active until XX/XX/XXXX, Synchrony structurally cut my promotion short, retroactively applying a massive interest penalty to the XX/XX/XXXX billing cycle before the actual contract expiration date had even arrived. 3. Deceptive Billing Overlap & Predatory Penalties Synchrony Bank used a minor hours-long delay past the XXXX XXXX XXXX monthly due date to completely invalidate a promotional contract explicitly disclosed on statements to last until XX/XX/XXXX. On that XX/XX/XXXX bill, Synchrony immediately hit my account with : A {$30.00} late fee. A massive {$580.00} deferred interest penalty ( applied before the XX/XX/XXXX expiration date ). An ongoing predatory interest rate of 32.9 %. Charging a massive deferred interest penalty inside a billing cycle before the stated promotional expiration date has actually occurred, while hiding account statuses on the automated phone menu and scrubbing the opening online statements, is an inherently deceptive, contradictory, and predatory billing practice designed to trap fixed-income consumers. 4. Actions Taken by Consumer & Requested Resolution In XX/XX/XXXX, I contacted Synchrony Bank management directly to formally dispute these charges. I cited my 13-month history of perfect, early payments, the automated phone system 's failure to disclose fees, the scrubbing of my online statements from XXXX XXXX, the premature billing of my insurance before my dentures were delivered, the verbal misrepresentation of the 18-month timeline, my fixed-income disability status, and the clear timeline contradiction of my XX/XX/XXXX expiration date. Synchrony Bank flatly refused to restore the promotional terms, provide the missing contract records, waive the deferred interest, or adjust the interest rate.

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