Consumer complaint received 2026-03-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
This is a follow-up to CFPB complaint # XXXX, filed on or about XX/XX/XXXX. Since filing my initial complaint, I have obtained complete account statements for my CareCredit account ( ending XXXX ) and have received Synchrony Banks written response to my dispute. Both Synchronys own response and their enclosed documentation undermine their position and support the relief I am requesting. Synchronys Admission In their response, Synchrony refunded {$760.00} in Payment Security feesbut only for the most recent 12 months of charges. They did not address or refund the remaining charges dating back to the accounts origination in XX/XX/XXXX. The total Payment Security charges across the full 28 months ( XX/XX/XXXX through XX/XX/XXXX ) were {$1600.00}. By issuing a partial refund, Synchrony has effectively acknowledged that these charges were problematic, yet they have refused to make me whole. XXXX XXXX Synchrony claimed in their response that self-employment was not a disqualifying factor for Payment Security benefits. This is misleading. Their own enclosed Debt Cancellation Agreement ( page 7 ) explicitly lists Are self-employed as an excluded condition under both the Job Loss and Leave of Absence benefit categories. The FAQ section on page 8 confirms this exclusion. As a XXXX XXXX XXXX XXXX two of the four major benefit categories were unavailable to me from the date of enrollment. Synchrony cherry-picked the two remaining categories ( XXXX and hospitalization ) while ignoring the two largest categories that explicitly exclude me. I was charged {$1600.00} for a product where half the coverage was contractually unavailable to me. Cascading Financial Harm The Payment Security charges inflated my balance each month, which in turn generated additional interest that would not have accrued without those charges. My account statements show {$3200.00} in total interest charges, of which approximately {$600.00} is excess interest directly attributable to the inflated balance caused by Payment Security fees. The account was also assessed {$230.00} in late fees after the inflated balance became unmanageable. My current CareCredit balance is {$6400.00}. Accounting for the full removal of Payment Security charges ( {$1600.00} ), late fees ( {$230.00} ), and excess interest ( ~ {$600.00} ), and crediting the {$760.00} already refunded, the adjusted balance reflecting only my legitimate medical charges would be approximately {$3900.00}. Retaliatory Closure of Rooms To Go Account Separately, Synchrony closed my Rooms To Go account ( ending XXXX ) on XX/XX/XXXX. That account had a perfect autopay payment history of $ XXXX, XXXX interest under a promotional plan through XXXX, and a declining balance from {$2000.00} to {$1900.00} at time of closure. Synchrony cited credit score factors that were directly caused or worsened by the inflated CareCredit balancethe same balance inflated by the unauthorized Payment Security charges. I have sent a formal written dispute via XXXX certified mail and have not received the documentation requested, including proof of my explicit enrollment authorization for Payment Security.

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