Consumer complaint received 2026-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Synchrony Bank/CareCredit has systematically violated the federal Credit CARD Act of 2009 ( 12 CFR 1026.53 ) by failing to apply my excess payments to my highest APR balance ( 32.99 % ). I received my most recent statement and reviewed it today. Afterward, I called the company to confirm that my higher interest balance was XXXX or close to it, as I have been working hard since the beginning of the year to kill the 32.99 % interest bucket. Much to my surprise, I was informed that there was still a remaining balance of {$440.00}. I asked the representative I was speaking with about this and requested an explanation of how my overpayments were applied. She told me that she can only go back and see payments from XXXX and XXXX. She reviewed these with me, and I could already tell that this is not how the money should be applied per the law. She escalated the call as she was unable or unwilling to assist further. I was then transferred to a higher representative named XXXX XXXX XXXX XXXXXXXX ). XXXX explicitly refused to manually correct the allocation. He also told me that there is no way to perform an audit of my account and that what I was asking for was 'impossible. ' When I requested to be transferred to a supervisor or department that could perform a full audit, XXXX stated he could transfer me, but that 'they will not be able to give me the info either as there is no way to do what I am asking. ' He confirmed there is no internal process for a consumer to dispute or correct illegal payment allocations. I have attached my last five statements as proof of their coding violation. Between XX/XX/XXXX and XX/XX/XXXX alone, I made {$3900.00} in payments OVER my required minimums. By federal law, this excess should have been applied to my 32.99 % balance, which would have completely satisfied and zeroed out that tier. Instead, Synchrony Bank illegally diverted roughly {$600.00} of my excess payments to my lower 26.99 % balance. This illegal diversion is exactly why my 32.99 % balance is sitting at {$440.00} instead of {$0.00}, forcing it to remain active and compound illegal interest. Because I have mathematical proof of this systemic violation over the last XXXX months, and because their representatives admit they have no system to fix it and claim an audit is 'impossible, ' I have reason to believe Synchrony Bank has been illegally misapplying my payments since I opened this account. I am requesting that the CFPB compel Synchrony Bank to : XXXX. XXXX a complete manual audit of my payment allocations from the date of account opening to the present. XXXX. Provide me with a full payment allocation ledger proving where every excess payment was applied. XXXX. Correct all misallocated funds immediately and issue a full statement credit/refund for all resulting illegally compounded interest charges.

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