Consumer complaint received 2025-01-09 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
We bought furniture for our home in XX/XX/XXXX through Ashley Furniture that was financed by Synchrony Bank. Promo balance was for 24 months without interest and sales rep at XXXX told us that we should be fine just making minimum payment or more. We paid above the minimum payment the entire time, never missed a payment. In XX/XX/XXXX, the promo apparently ended and we were charged interest on the entire purchase ( {$6800.00} purchase, even though we only had {$1900.00} left on the promo balance, so charged {$3800.00} in interest, which was actually {$100.00} more than what they said they would charge on the statement ( said they would charge {$3700.00} ) and about $ XXXX more than what we actually should have been charged for interest. Interest was stated to be charged at 29.99 - 34.99 %, but that only totals {$2300.00} max ). Currently XXXX  and had some family issues around this time, so we missed the ending of this promo. We had paperless statements and did not check until XXXX XXXX, but were not informed in any way of this promo coming to an end other than on the statement itself. Statements had been glitchy to begin with, could not access statements on the app at all or they would not download. In XXXX XXXX, we saw that we had been charged the almost $ XXXX in interest, plus being charged interest of ~ {$140.00} each month, despite still auto paying more than the minimum payment. Called Synchrony Bank on XX/XX/XXXX to get this resolved and told that we were informed multiple times that the promo was ending ( we in fact were not told multiple times but instead a very small disclaimer on one statement in XX/XX/XXXX mentioned it in a confusing way - attached in screenshots what was said about the promo balance ), and that we missed the grace period to get interest reversed ( grace period not mentioned anywhere on the statement or online, and rep from Synchrony flat out told us that they don't tell people about this grace period at all, we are just supposed to know ). Spoke with a bank manager on XX/XX/XXXX who let us know that they would file a dispute to get the interest charges looked at for reversal and let us know via email in 7-10 business days. Called Synchrony twice before the 10 business days and told that the dispute was still pending and that we would be informed about the decision via email or physical mail. Accrued interest in XXXX XXXX and made a payment in XXXX XXXX. Called back multiple times between end of XXXX XXXX and XX/XX/XXXX once 10 business days had passed and told that the dispute would actually take 1-2 billing cycles and be resolved by XXXX XXXX. Still accruing interest on the account and still making payments. Today, XX/XX/XXXX, called Synchrony again to speak with someone and told that the dispute had actually already been denied and closed as of XX/XX/XXXX but we were never informed. Spoke with someone who claimed to be an account manager and then let us know that they were actually just the supervisor of customer service, and became very hostile with us. Refused to do anything and kept repeating that the decision had been denied, and that they were not going to reverse our interest. Explained to this person that we were told multiple times that the decision was still pending and to wait for a response while still accruing interest on our account and making payments. Rep we talked to refused to escalate our situation and just said that a decision had been made already even though we were never informed and told to instead wait for a response. Rep threatened to hang up on us multiple times, said that we could not speak to anyone else, and spoke over both my husband and I when we were trying to discuss with her. At the end of the day, we just want to pay the rest of the promo balance of {$1900.00} and be done with this bank. We feel it was a scam promo to begin with, and then to be told to wait on a decision to possibly reverse the interest while accruing more interest and still paying. Then told today that the interest was never going to be reversed and that the dispute shouldn't have been filed. Now we have accrued more interest based on a false promise and lack of communication, putting our balance even higher.

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