Consumer complaint received 2025-08-03 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Unexpected increase in interest rate
Company: SYNCHRONY FINANCIAL
State: CT

Complaint narrative:
this is an issue with my care credit card through synchrony Bank. This is a card to be used for limited to healthcare in this case for our dog. 
Care credit and the respective health institutions typically run a XXXX interest promotional period of XXXX XXXX XXXX months. I have successfully used these promotions and paid off my bill within the XXXX months. 
In XX/XX/XXXX, I incurred a charge for our dog of approximately {$2200.00} with a XXXX month XXXX interest providing it was paid off. I had set my payments to ensure that it would be paid off on time. I had a previous promotion running at the same time that overlapped with this. this created confusion made it vital to be able to have access to the account to make an assessment as to whether the payments correlate, and when XXXX promotion was ending while the other one was still running Synchrony bank/care credit has been deceptive. I had tried to access my account online several times since XX/XX/XXXX. 
I use the appropriate credentials, I certainly know my birthdate and Social Security number. I receive absolutely no mailing or emails from them. The account kept saying I was locked out and to refer to my email for instructions. I never received emails. I desperately tried several times to reset my password, etc. ironically, this occurred at about the time the promotion was about to expire. I was unable to confirm whether the monthly payment, while it was well well above minimum payment, was in fact, ensuring a XXXX balance by the end of the promotion. Mysteriously today I was able to access the account and noticed all of the deferred interest from the promotion that ended XX/XX/XXXX, with a 30 day grace period to XX/XX/XXXX has been added to the account. 
I have a clear track record of paying off all my promotions on time. I reached out to synchrony and asked them to please confirm with their IT department that I clearly have been blocked and locked out of the account with no access. No email correspondence for months they simply told me there's nothing they can do and the interest that is now approaching {$500.00} is due and pay payable and they can't do anything to even investigate or allow me to dispute it. 
I have read multiple complaints about this institution along the same lines. They create a confusing difficult to follow and then limit or block access until they get their interest charges, which are almost XXXX %! 
I offered to immediately pay off the balance if they would do the right thing and credit back the interest they have a responsibility to give us access to our own information. I asked for a record of the chat and was given only a reference number. I asked for access to all of the activity and overlapping promotions and I was told they would mail it to me in XXXX days This is not a incredible way to deal with a consumer they should have an obligation to ensure we have access to the information and are informed as to the status of our accounts

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