Consumer complaint received 2026-05-17 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
FORMAL NOTICE OF PAYMENT PROCESSING FAILURE AND REQUEST FOR IMMEDIATE ACCOUNT RECONCILIATION To Whom It May Concern, I am submitting this as a formal complaint and demand for immediate investigation regarding Synchrony Bank / CareCredits repeated failure to properly process and reconcile a valid mortgage-closing disbursement in the amount of {$820.00}. The enclosed/payment-referenced check was issued by XXXX XXXX, XXXX as part of a documented real estate closing transaction and made payable directly to SYNCB/CARECR. The payment was clearly intended for application to my CareCredit account ending in XXXX XXXX XXXX XXXX Despite the fact that : the account number was clearly identified in the accompanying correspondence, the account information was written on the check submission materials, the payment was mailed to Synchronys official processing address, and Synchrony itself is the named payee on the instrument, the check was nevertheless rejected and returned under the assertion that Synchrony could not identify the account. This explanation is not credible given the level of identifying information provided and the fact that Synchrony was itself the direct payee on the instrument. The repeated inability or refusal to properly process the payment has now created a risk that the check may expire due to delays caused entirely by Synchronys handling of the matter. Accordingly, I formally request that Synchrony Bank immediately : 1. Conduct a full internal payment reconciliation and investigation concerning the XXXX XXXX disbursement in the amount of {$820.00} ; 2. Apply a credit of {$820.00} to CareCredit Account ending in XXXX XXXX XXXX XXXX, or alternatively provide a detailed written explanation documenting : whether the check was negotiated, whether it was voided, whether it remains negotiable, how it was processed internally, and why the account allegedly could not be identified despite the information provided ; 3. Preserve all internal records, imaging records, lockbox processing records, correspondence, and payment-handling documentation related to this matter ; 4. Provide a direct written communication channel for document submission and payment dispute resolution, including the ability to submit settlement statements, delivery confirmations, copies of correspondence, and related supporting documentation. Please note that this matter now concerns not merely a routine payment issue, but Synchrony Banks failure to reasonably process a negotiable instrument payable directly to itself despite repeated and sufficient account identification. If this matter is not resolved promptly, I reserve the right to escalate the issue through : the Consumer Financial Protection Bureau ( CFPB ), applicable banking regulators, executive customer relations channels, and any other remedies available concerning improper payment processing and account servicing practices. I request written confirmation that this matter has been assigned for formal review and investigation. Sincerely, XXXX XXXX CareCredit Account Ending in XXXX XXXX XXXX XXXX

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