Consumer complaint received 2024-08-15 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: SYNCHRONY FINANCIAL
State: ID

Complaint narrative:
On XX/XX/XXXX at XXXXXXXX XXXX, I called CareCredit who partners with Sychrony for their cards for a XXXXXXXX XXXX I had. It was an XXXX minute phone call with a young lady from the XXXX. The lady read the terms and conditions over the phone which was a XXXX  % APR after XXXX months if not paid in full. They charged a one-time " deferred fee '' of {$1000.00}, plus monthly fees of around {$150.00} for the XXXX % APR. After reading the terms over the phone she said " please say yes, I agree to these terms '' to agree over the phone. She then sent me a confirmation with the terms which I copy and pasted below. In my conditions and terms, nothing is stated about a " deferred interest '' one-time charge on top of the monthly XXXX  % interest. 

I requested a second copy of my terms and conditions from both their customer service and their " concerns '' department. Both departments told me to refer to my first statement. I continuously read my terms on my first confirmation which did not include anything about a deferred interest charged on top of the XXXX % APR. They snuck in the " deferred interest '' on my statements which was never in my terms that I signed. Below is the terms of the promotional financing which does not mention both a monthly XXXX % APR PLUS a one-time deferred interest fee which ended up being {$1000.00} and was charged on XX/XX/XXXX. I called their customer service department who told me I need to call the Concerns department. I then called the Concerns department who told me I need to transfer back to the customer service department. I then gave them the time stamp of the phone call, the date, etc. They said they're doing an " investigation ''. I understand the lady likely got a commission for every credit card she opens which makes it even more likely she did not disclose the double interest fees. I would have used a different credit card if I knew about these hidden charges. I have considered legal action because I believe thousands have been affected but I prefer to contact your team first before I decide another path to see if this unsaid one-time deferred fee can be removed. On the phone, they continuously told me " on your billing statements, we put there would be a deferred interest if not paid in full ''. For some reason, this is difficult for them to comprehend, that you can't have someone sign your terms, sneak in a sentence on the statement, and say you agreed to it when it not agreed upon in the beginning. " We changed your terms and notified you. '' Terms and Conditions : " No Interest Charges will be assessed if the promotional purchase is paid in full within the promotion period, which is in XXXX  months. If the promotional purchase is not paid in full by the end of this promo period, interest will be imposed from the date of purchase at the Annual Percentage Rate of XXXX %. If the word variable appears in the previous sentence, that APR will vary with the market based on the prime rate. This means to avoid paying interest on the promotional purchase, you must pay the entire amount of the promotional purchase before the end of the promo period. Minimum monthly payments are required. Making only the minimum payments required by your monthly statement may or may not pay off the promotional purchase within the promo period. If you would like to estimate a monthly payment amount that would pay off the full amount of the promotional purchase within the promo period, divide your promotional purchase amount by the number of months in the promo period or visit XXXX XXXX XXXXXXXXcarecreditXXXX This estimated monthly payment amount assumes the promotional purchase is the only balance on your account during the entire promo period and you make each payment when due. Regular account terms apply to non-promotional purchases and, after promotion ends, to promotional purchase. ''

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