Consumer complaint received 2025-08-05 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
b'SynchronyXXXX XXXX XXXX XXXX XXXX XXXX  am writing regarding my Promotional account with  Synchrony from XXXX XXXX XXXX  dated FXXXX XXXX XXXX XXXXnLet me begin by saying that clearly we missed the payoff date for our purchase plan to avoid interest.  This was not intentional, but an oversight on my part that I would like to try to explain.XXXXXXXX XXXX XXXX, my first telephone call to Synchrony I requested and spoke to a representative, named XXXX only to inquire about the balance on the window loan.  He then told me that the promotional period expired in XXXX.  As I told him my situation, he began taking notes to try to resolve the missed date and said he would submit it for consideration.  I thought this was a recorded call but apparently after multiple other phone calls to other representatives trying to find resolution, I had to go over my concerns again each time. XXXX XXXX XXXX I phoned again and the representative identified himself as XXXX.  After listening to my issue, he said he reviewed previous communication notes from my XXXX XXXX call with XXXX.  He said I could pay the XXXX owed for my purchase to resolve the issue and he would send a confirmation letter via secure email allowing me to do this.  After confirming the numbers that this would finalize the account I was willing to send the payment to finalize this ordeal, and very relieved to put this behind me.\n\nAfter not receiving any communication from that call, I once again telephoned on XXXX XXXX and spoke with someone who identified herself as XXXX.   After again explaining the situation, she said she had no notes or references to other calls that I made, and I was responsible for the entire balance including the interest accrued because of the missed payoff date.\n\nWe purchased our windows under the assumption that it was an interest free loan until the balance was paid.   Again, I should have looked at the terms to confirm this but did not.   We signed up for paperless billing and had the monthly payment of XXXX paid directly from our checking account.   I phoned for the first time on XXXX XXXX  to inquire on the balance owed as we were trying to pay off any credit card debt.  When told of the balance I was devastated and extremely disappointed in myself.   Having the monthly payment paid directly from my checking account, I did not receive a paper statement to check the promotional payoff date.  Again, a huge oversight on my part.\nI wanted to point out the incredibly frustrating issues of speaking with the representatives after being told they were recording the calls and then being told different things each time.\n\nI would appreciate any consideration for resolving this issue as we never intended to pay the absurd 26.99% interest rate accrued.  I am willing to pay the original balance due prior to the promotional expiration and any additional interest from that date till now.\n\nPlease advise me as soon as possible of your intentions.   We pride ourselves on our excellent credit rating that we have worked our entire lifetime to obtain.  Being retired now, the last thing we want is to be turned over to a Collection Agency.\n\nThank you for your consideration, and will wait for your response to consider our next actionsXXXX XXXX XXXXSynchrony Bank\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnHello TXXXX XXXXThank you for your recent inquiry regarding your XXXX XXXX/SYNCHRONY BANK account.\nWe have reviewed your request and are unable to accommodate for the following reasons:\nwe are unable to change the promotional terms on your purchase as requested because the request was made over XX/XX/XXXXmonths from thetransaction date.\nAny charges made to your account will remain and subject to the cardholder agreement governing your account. Please refer to your next billing statement for your balance and payment due date.\nIf you have any questions, please let us know. We appreciate your business and are here to help when you need us.\nSincerely,\nSynchrony Customer Care XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAccount is owned by Synchrony Bank\nLETTER\nXXXXMy response\n\nAs you can see on our account, payments were made timely via automatic deduction from our checking account.  I only telephoned after the deadline to inquire about the balance owed for the promotion period, not having any idea it had passed.  Clearly we missed the deadline, surely not intentional.\nPrior to sending my account to collection, we are willing to pay the promotional balance as well as the interest from XXXX  through XXXX  to avoid collections.\nWe have worked hard to maintain an excellent credit rating and would appreciate any cons'

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