Consumer complaint received 2024-12-28 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:
The proceeding statement is an incident I had with CareCredit/Synchrony Bank on XX/XX/year>. 

I spoke with a representative about the {$46.00} balance on my bill, which included a {$41.00} late fee and two {$2.00} interest charges, and an unknown charge of {$1.00}. I discussed this with XXXX, the supervisor. 

The issue arose when Synchrony started charging {$1.00} for paper statements. To avoid these charges, they offered to send email statements instead. 

XXXX also informed me of a new change in terms, which was stated on my monthly statement, altering the way interest is calculated. According to these new terms, I need to pay the balance in full for two consecutive statements to avoid interest. I told XXXX that I tried to view my statement on the website, but the option wasn't available. She said I could view it in the email they sent me, but the problem with email is that it can get lost among other messages. Statements should be accessible on the Synchrony website, but this option isn't available. 

I was told that the late fee was due to a payment made after the due date of XX/XX/XXXX. The previous supervisor I spoke with on XX/XX/year> didn't inform me that there would be a late fee on XX/XX/XXXX, even though I paid the balance of {$25.00} on XX/XX/XXXX. 
XXXX offered to waive the {$41.00} late fee, even though a previous late fee of {$41.00} had already been waived. 

XXXX said I would still have a balance of {$5.00} for three interest charges. I asked if this included another {$1.00} paper statement charge, but she said no, I wasn't being charged for paper statements. I then asked why the balance was {$5.00} and not {$6.00}. She put me on hold to investigate, but the call was dropped while I was waiting for her to return, and I had to call Synchrony again. 

This time I spoke with XXXX, who explained the {$5.00} balance was : {$1.00} for a paper statement charge on XX/XX/XXXX that was not removed {$2.00} interest on XX/XX/XXXX {$2.00} interest on XX/XX/XXXX I told XXXX that I do not agree with the charges but I just wanted to resolve this, so I would pay the {$5.00}, but I would be contacting the Federal Trade Commission to request a refund, and I want it issued by check. I paid with my XXXX XXXX  debit card. 

I asked XXXX if there would be any other interest charges, and she said she couldn't guarantee that, so I would have to check the XXXX bill. I told her that I believe full disclosure of interest should be provided, and not doing so is against the law. 
XXXX 's supervisor said that after I pay the {$5.00} and the balance is XXXX, there could still be another interest charge from the time of billing to the time I pay the balance, allowing for interest to accrue in between. 
XXXX. There is a discrepancy in the information given by both supervisors. XXXX told me I wasn't being charged for the {$1.00} paper statement since Synchrony switched me to email statements, while XXXX told me I was being charged the {$1.00} for paper statements. 
XXXX. I had to pay {$5.00} to XXXX  out the account, despite having already paid {$25.00} on XX/XX/year>, to clear the balance. It seems my attempt to achieve a XXXX balance is futile, as they can continue charging interest after Ive paid, forcing me to keep paying indefinitely with no guarantee there will be no further charges. 

I believe this is a clear violation of the Truth in Lenders Act, and goes against the Consumer protections laws.

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 monetary relief