Consumer complaint received 2025-10-20 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: WI

Complaint narrative:
Date : XX/XX/XXXX Subject : Complaint Against Synchrony Bank XXXX Credit Card ( Account Mismanagement and Unfair Billing Practices ) Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Synchrony Bank regarding their management of the XXXX credit card, which they took over from XXXX Bank in XXXX. 

I have been a XXXX cardholder for approximately XXXX  years, and for the entire duration until late XXXX, my payment due date was consistently on the XXXX of each month. After Synchrony assumed control of the account, the due date remained unchanged for a few months. However, in XX/XX/XXXX, they changed the due date without any prior communicationno email, letter, or notification in my online account. 

As a result, for XXXX consecutive months, I made my usual payment on the XXXX of the due date changeand was assessed late fees and interest charges. When I contacted Synchrony, ( after multiple calls - I had gotten hung up on ) they acknowledged that they failed to notify me of the due date change and apologized for the oversight. They agreed to waive XXXX of the late fees but refused to remove the second fee and the related interest, stating they were unable to do so, despite admitting fault. I paid this to settle the account even though I did nothing wrong and did not technically owe any interest payment. 

A few months later, I paid the full balance on the account and received a payment confirmation email. However, the payment did not process, and Synchrony did not notify me that there was an issue. Instead, they assessed another late fee and additional interest. When I called again, they acknowledged that they never contacted me to inform me of the failed payment and offered to remove the late fee but refused to remove the interest. They said they as a company are unable to remove any interest fees and that they must be paid, theres nothing else they can do. 

To date, I have now paid several fees and accumulated interest ( even paying a portion of it ) solely due to XXXX lack of communication and mismanagement, not because of any negligence on my part. I am disputing the outstanding interest charges, which I believe are unfair and predatory. 

These actions demonstrate a pattern of deceptive and harmful business practices, including : Changing due dates without notice to the cardholder Failing to notify cardholders when payments fail Charging and refusing to reverse interest even when errors were on their end ( stating they are unable to do so ) Offering inconsistent resolutions despite admitting fault I am requesting the CFPB investigate Synchrony Banks practices regarding this account, and I am seeking full removal and reimbusement of all interest and fees that resulted from their mismanagement and failure to notify me of critical changes or issues. 

Please let me know if you need any documentation, account statements, or further details. 

Sincerely, XXXX XXXX Attaching photos showing the due date was the XXXX for at least 2 months before changing in XX/XX/XXXX as noted on the bill only, no other communications sent. Also photos showing the payment receipt for XX/XX/XXXX that did not go through. No additional communications were received stating the payment did not go through however fees and interest were charged. The fees were waived, but interest was not.

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