Consumer complaint received 2025-06-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
XXXX ) I have only XXXX XXXX XXXX credit card account with Synchrony Bank. And the bank is asking for a double annual fee from me. 

XXXX ) My card ending in XXXX has an attempt of usage ( fraud ) by someone in early XX/XX/XXXX. I reported the incident through phone and the representative replaced my credit card with a new card ending in XXXX. She told me the credit card ending in XXXX is deactivated. 

XXXX ) After I received and activated the new card ending in XXXX. I still see the old account ending in XXXX when I logged on to the website. The representative on the hotline told me even when the old card was deactivated, it is going to be there on my account page forever. 

XXXX ) In XX/XX/XXXX, I saw both old card and new card are charging me annual fees. I called and talked to a representative. She told me not to worry. She said the old card has been deactivated and I wont be charged on the old card. I will only be charge on the new card. And there will not be any attempt to transfer money out from my checking account to pay the old cards annual fee. 

XXXX ) On XX/XX/XXXX my new card ending XXXX has an autopay transaction of {$95.00} annual fee made from my XXXX XXXX Checking account and the payment was successful. 
XXXX ) On the other hand, on XX/XX/XXXX, Synchrony Bank was trying to take money from a previous linked checking account ( which was closed already by the time ) to pay for an annual fee of {$95.00} to the deactivated credit card ending in XXXX. And then charging me for all those fees when the transfer was unsuccessful due to the checking account was closed. 

XXXX ) I talked to XXXX, a representative of the billing department on XX/XX/XXXX at around XXXX pm. She has been very helpful and listen to all the information I provided patiently and then try to solve the issue for me. She discussed with the manager and told me that the manager said there was a glitch in their system which made it trying to charge me twice for the annual fee on only XXXX credit card account that I have. She told me the manager waive the fees and interest that was charged and she will fix the annual fee issue for me and told me that I DO NOT have to do anything because my annual fee was already paid under the new card number ending in XXXX. 
Most importantly, she assured that this is NOT going to affect my credit score. 

XXXX ) I called again wanting to ask for XXXX again on XX/XX/XXXX because I still see a problem on the website in my account. The representative I spoke to helped me to review the case and said the same thing as XXXX, that I dont have to do anything. Im all set. I just need to wait for the result of the investigation. 

XXXX ) On XX/XX/XXXX, when I check my account. I still see that it is asking me to pay the double annual fee and is now charging me late charges and interest. 

XXXX ) I have filed disputes several times but those who handle the disputes seem that they don't care what I told them but just look for a payment to the deactivated credit card, which they should never even charge in the first place. 

XXXX ) If you check on the text alerts I received from Synchrony for the old card, you will see that the transaction I made on the old card has been transferred to the replacement card ending in XXXX. Meaning that card ending XXXX has been replaced by card ending XXXX, which involves only XXXX annual fee and it was paid on the due date successfully by auto payment. 

XXXX ) I believe that all these " glitch '' was either caused by, like the manager said, the system itself or the representative who replaced my credit card did not deactivate the old card. But this shouldnt be something that borders me for almost 6 months, wasting me hours and hours of time calling and speaking with the bank 's representative. And because these representative have no idea what I told previous representative, I need to repeatedly telling each and everyone of the representative that I spoke to to let them know what happened. 

XXXX ) XXXX Synchrony Bank will fix the issue and make sure that I have a XXXX balance on the supposedly deactivated old card ending in XXXX before they really deactivated it. And hope they will make sure that this glitch from their bank system will not affect my credit score. 

Thank you so much.

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