Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: VA

Complaint narrative:
I am filing a complaint regarding two separate issues with my XXXX Credit Card account issued by Synchrony Bank : ( 1 ) a duplicate payment processing error that may cause financial harm, and ( 2 ) failure to properly apply advertised cash back rewards with inconsistent and unclear customer service responses. -- - 1. Duplicate Payment Error ( Urgent Financial Harm Risk ) : A payment of {$2600.00} was processed twice from my bank account toward my credit card balance. This duplicate withdrawal creates a risk of overdraft and financial harm. I contacted customer service and escalated to a supervisor on XX/XX/XXXX & XXXX. I was told : - The duplicate payment could not be canceled - An ACH reversal could not be initiated - The only option available was to receive a check by mail in XXXX business days - I was advised to place a stop payment with my bank, which my bank informed me may not process in time and could incur fees - The company does not provide case numbers or reference numbers for calls. I was not provided any formal documentation of this issue. A statement credit does not resolve the issue because it does not return the funds to my bank account in time to prevent potential overdraft or associated fees. I am requesting : - Immediate correction of the duplicate payment - Reversal or return of the duplicate funds to my bank account as quickly as possible - Reimbursement for any overdraft fees, returned payment fees, or related financial harm caused by this error, including 3.4 % of the charge for the lost interest on the money I had to pull from my High Yield Savings to cover this duplicate transaction. -- - 2. Rewards Not Applied / Lack of Transparency : I opened this credit card specifically for its advertised cash back structure, which states that the highest spending category earns 3 % cash back on eligible purchases. My largest monthly expense ( rent : {$2500.00} ) have not received 3 % cash back, with no explanation provided. I contacted customer service multiple times. During my most recent call with a supervisor : - I was told the transaction appears to qualify as my top spending category, which should make it 3 % cash back - No explanation was provided for why rewards were not applied - I was told to wait one more billing cycle ( a total of XXXX billing cycles ) to see it applied despite other rewards already being applied- I was told to wait XXXX business days for a response from the rewards team, with no case number or written confirmation. This was after I escalated to a manager. The first representative I spoke to told me that they would handle it internally and that I would not have a response or confirmation of a resolution. Additionally, in a prior interaction on XX/XX/XXXX, I was told that my top category could earn 9 % cash back, but no representative has been able to explain or verify this information since. At this time, I have not received a clear explanation of : - Whether these transactions are considered eligible purchases - How they are being classified for rewards purposes- Why no rewards were applied at all ( 0 % ) I am requesting : - A clear written explanation of how my transactions are classified ( including merchant category code, if applicable ) - Confirmation of whether these transactions are eligible for rewards - Retroactive application of any rewards that should have been earned if these transactions are eligible - including the 9 % cash back if applicable Throughout multiple interactions, I was not provided with case numbers or consistent documentation, making it difficult to track or follow up on these issues. I have made multiple attempts to resolve these issues directly with the company but have not received clear answers or timely resolution.

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