Consumer complaint received 2025-07-16 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: TX

Complaint narrative:
It all started on XX/XX/XXXX. I made a payment to Synchrony Care Credit. My payment bounced back for now reason. I had plenty of money in my checking account. I was going to be charged {$30.00} penalty fee due to this I called Synchrony Care Credit and they said I was absolutely liable for the {$30.00} fee. The ended up opening an investigation regarding the situation. I then called a customer representative to take my payment in XX/XX/XXXX because I did not want a late payment. The payment came out of my checking account with no issues. 

I was refunded the {$30.00} but saw that they added {$390.00} to my Care Credit account. I had to send proof that I made a payment in the month of XXXX and I faxed a copy of my bank statement that payment came out on the XX/XX/XXXX. I received an email that there was not enough evidence provided that I made a payment in XXXX even though I showed payment go through on my bank statement. 

I also saw that they were not allocating my payments correctly. I had XXXX different payment promotions ending on XX/XX/XXXX. I again reached out to customer service and they said I needed to request how I wanted my payment to be allocated. I requested my payment to be allocated to both promotions ending on XX/XX/XXXX. The customer representative said I had {$0.00} balance on XXXX of the promotions and owed {$1000.00} on the other promotion. She said it would not reflect until XXXX billing cycles. I also spoke with a representative on the phone and confirmed this as well. 
I wait and my account never updated like the customer representative said it would. 

I reached out to them again and was told I was given the incorrect information and since it was past 60 days which is their billing cycle they could no longer help me with that. So I made more payments to pay off my promotions on time and requested that they be allocated to both XX/XX/XXXX promotions. 

I was told I had {$250.00} and some change left. 
I checked later that evening my balance was {$450.00} and some change not the {$250.00} like I was guaranteed. 

I contact them the next day and asked if I pay {$450.00} and some change, will my balance be XXXX? I was told yes. 

I check later last evening my promotional balance was still at {$450.00} and some change but the allocated a promotion that was expiring in XXXX. So I am beyond frustrated at this point. 

I contacted them again today XX/XX/XXXX and said I have to wait until XXXX billing cycles in order for it to reflect. Which I did that the last time and my account never updated but was told it was too late since it has been 60 days they can not help. I dont want to go through that again and end up paying {$630.00} in interest which was at {$530.00} but for some reason jumped to {$630.00}. 

They keep on allocating incorrectly on purpose so I will pay interest. I have reached out multiple times for help and will keep giving me the run around. 
I keep being told both promotions are paid off but when my payment has been processed there is still a balance. I keep being I told I have to wait XXXX billing cycles to see it reflect on my account but I did that last time and was told I was given the wrong information originally. I feel they are purposely doing this so I pay interest They would not give me a copy of the transcripts. You have to do it right then and there and I didnt know that. I unfortunately had to screenshot the conversations

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