Consumer complaint received 2025-12-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am submitting this complaint regarding Synchrony Banks failure to provide reasonable consumer access to historical credit card statements for my TJX Rewards Mastercard account, despite repeated confirmation that such records exist within its internal systems. 

In XX/XX/XXXX, all of my personal and financial records were destroyed in the XXXX XXXX fire. Since that time, I have successfully reconstructed records through multiple financial institutions by retrieving archived statements. Synchrony is the only institution that has been unable to fulfill what should be a routine archival request.

When I accessed Synchronys online portal, only approximately one year of statements was available. Following Synchronys customer-service guidance, I submitted the appropriate online requests for older records and undertook extensive follow-up. To date, I have spoken with no fewer than eight Synchrony representatives and spent multiple hours attempting to resolve this issue.

These calls were preceded by earlier efforts through Synchronys website and online request system.

Across these interactions, Synchrony representatives consistently confirmed that my historical statements are visible within internal systems. However, I was advised that system limitations prevent digital delivery of more than a minimal subset of historical statementsdescribed verbally as three statementsdespite the records existing electronically.

I reviewed Synchronys publicly available cardholder agreements, paperless statement disclosures, and consumer-facing FAQs and found no published policy, contractual provision, or disclosure imposing a numeric limit on digital delivery of historical statements or requiring that archived statements be provided only in paper form. Absent a disclosed policy, this limitation appears to be an internal system or tooling constraint rather than a consumer-facing rule.

After weeks of effort, I received only three statements from XXXX. In an attempt to prevent recurrence, I requested statements dating back to XXXX. That request appears to have surfaced a deeper systems issue. I subsequently received correspondence indicating that no statements exist for XXXX or for the years XXXXa factually incorrect assertion. I was advised that this issue stems from incorrect or prior card numbers being associated with those years within Synchronys systems, resulting in failed retrievals.

From a process, systems, and governance standpoint, this reflects a breakdown between record retention, customer-facing platforms, and escalation authority. While individual representatives were professional and courteous, they were constrained by tools and policies that prevented resolution. As a result, I have been unable to obtain complete records that Synchrony confirms it maintains.

I am requesting the CFPBs assistance in ensuring that Synchrony provides reasonable consumer access to retained account records and resolves the apparent system-mapping and delivery failures described above.

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