Consumer complaint received 2026-05-27 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: SC

Complaint narrative:
Description of Incident : I am filing this complaint against Synchrony Bank ( TJX Rewards account ) for failing to conduct a lawful, meaningful investigation into a documented billing error and using automated form letters to bypass federal consumer rights under the Fair Credit Billing Act ( FCBA ). The Facts : Direct Settlement : On XX/XX/XXXX, I negotiated a direct settlement with a Synchrony representative for {$840.00} ( representing approximately 18 % of the total balance ). The payment was processed via XXXX XXXX under Confirmation Number XXXX. Synchrony does not dispute receiving this payment. Termination of Counsel : Prior to this settlement, on XX/XX/XXXX, I formally terminated my relationship with my debt relief firm, XXXX XXXX ( see attached emails ). As of that date, I was acting as a self-represented consumer with full authority to settle my own accounts. The Error : Synchrony accepted and processed my direct settlement payment ( statement attached ) but failed to remove XXXX XXXX from my account profile and failed to update the ledger to reflect that the account was settled and satisfied. Illegitimate Re-Aging : In XX/XX/XXXX, Synchrony 's system suddenly " re-aged '' the debt and added an extra {$1000.00} in unauthorized interest and fees to the pre-settlement balance. Documented Failure to Investigate : On XX/XX/XXXX, in response to a collection letter demanding {$5100.00}, I sent a comprehensive dispute packet via Certified Mail. My dispute packet contained absolute proof : my bank payment confirmation, termination emails with XXXX XXXX, and copies of previous statements. Crucially, these statements show a 4-month billing gap ( XX/XX/XXXX XX/XX/XXXX ) where Synchrony ceased all billing because the account had been settled. The balance was then abruptly reinstated in XX/XX/XXXX, with an extra {$1000.00} in fees tacked on in XXXX. Furthermore, Synchrony 's record-keeping is demonstrably corrupt. In their attempt to " verify '' the debt, they actually included a statement from an entirely different credit account of mine from XXXX that was paid off over a decade ago. According to the XXXX XXXX Receipt card ( attached ), Synchrony signed for my dispute packet on XX/XX/XXXX. On XX/XX/XXXX, Synchrony generated a generic form letter stating they " believe their information is correct. '' They included zero documentation, zero account ledgers, and zero actual proof to counter my bank receipts. They provided no explanation for the 4-month billing gap, no explanation for failing to remove the law firm, and no explanation for why they are pulling data from an unrelated XXXX account. Synchrony Bank is operating an automated collection mill, summarily rejecting valid disputes without reading them, and violating federal guidelines requiring a reasonable investigation.

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