Consumer complaint received 2026-06-22 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: OH

Complaint narrative:
Formal CFPB Complaint and Notice of Billing Error To : Consumer Financial Protection Bureau ( CFPB ) Regarding : Synchrony Bank XXXX 's XXXX XXXX Complainant : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. Statement of Account Metrics and System Mismatch I am filing this formal complaint to document critical system errors, irreconcilable ledger contradictions, and unauthorized restrictions on my XXXXXXXX XXXX XXXX XXXX account issued by Synchrony Bank. The bank 's internal processing systems are producing competing, contradictory account snapshots that prove a total accounting failure. Account Discrepancy Matrix Account Metric Field XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XX/XX/XXXX Cycle ) Current Balance {$0.00} {$8500.00} {$8500.00} {$8500.00} {$8700.00} Statement Balance - {$4700.00} Not Specified - {$4700.00} Not Specified {$8700.00} Available to Spend - {$8200.00} - {$8200.00} - {$8200.00} - {$8200.00} - {$8500.00} Total Minimum Due {$0.00} Not Specified Not Specified {$0.00} {$840.00} Last Payment Date XX/XX/XXXX ( $ XXXX ) Not Specified Not Specified Not Specified XX/XX/XXXX ( {$8500.00} ) Payment Due Date XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX proving that the system can not reconcile its math and is actively penalizing the account holder. XXXX. Chronology of Unauthorized Ledger Activity and System Interruption XX/XX/XXXX : The account was reported lost or stolen and subsequently canceled, initiating unexpected data conflicts in Synchrony 's servicing portal. XX/XX/XXXX : A standard payment of {$8500.00} was posted, which subsequently became a point of systemic ledger distortion when compared against later entries. XX/XX/XXXX : An authorized payment of {$8500.00} was executed under reference number XXXX XXXX. Synchrony 's electronic clearing network improperly handled this transaction, double-posting the entry and erroneously introducing a ghost {$8500.00} balance onto the ledger while keeping the spend limit crippled at - {$8200.00}. XX/XX/XXXX : A refund check activity detail is recorded showing a refund check amount of {$4700.00} under reference number XXXX XXXX. This partial automated refund directly conflicts with the simultaneous {$8500.00} balance assertion, demonstrating completely shattered mathematical reconciliation across their platforms. XX/XX/XXXX : A physical check ( Check Number : XXXX ) drawn in the exact amount of {$100000.00} was submitted directly alongside a due statement. The check contained an explicit memo line instruction : " process this payment as ACH only. '' Synchrony Bank has failed to return the physical instrument and claims that it was not processed, creating an unverified XXXX XXXX. XX/XX/XXXX : A priority mail envelope ( Tracking Number : XXXX XXXX XXXX, postage cost {$11.00} ) was dispatched containing check number XXXX drawn on the XXXX XXXX XXXX XXXX at the Federal Reserve Bank of XXXX XXXX for {$8700.00}. This formal commercial instrument was presented as a diagnostic text to verify processing integrity ; Synchrony completely failed to post the instrument to the account ledger while continuing to inflate balance metrics. Subsequent Restrictions : Instead of executing a simple administrative correction for their duplicate posting error, Synchrony Bank initiated full account lockouts, barred access to historical online statements, and issued inaccurate collection and past-due alerts in early XXXX despite the substantial credit balance. XXXX. Resolution and Regulatory Demands I explicitly demand that the CFPB initiate a comprehensive forensic audit into Synchrony Bank 's electronic clearing pathways to resolve this billing discrepancy and investigate why multiple high-value trust instruments ( including check XXXX for {$100000.00} and check XXXX for {$8700.00} ) have been withheld from account integration. Specifically, I demand that the CFPB pull the metadata files on all payments from those checks drawn on the Federal Reserve Bank of XXXX XXXX to verify the presence of an Image Service Provider ( ISP ) spray and an Image Reference Number ( IRN ). Furthermore, the Bureau must audit whether the Federal Reserve Bank returned any of these payments. Because these payments are processed as cash items, their settlement is immediate, final, and irrevocable under Federal Reserve rules. If Synchrony Bank claims that any payments were returned or invalid, they are misrepresenting their internal data capabilities, as they lack independent access to return or modify instruments within the closed-loop Federal Reserve Bank system . Modifying these records internally to reflect false returns constitutes systemic billing fraud. I demand that Synchrony Bank immediately resolve this billing discrepancy by adjusting the available credit lines to accurately reflect my overpayment without system restriction. Furthermore, I request a comprehensive accounting ledger printout detailing all transaction sets, electronic clearinghouse confirmations, and internal exception logs applied to this account since XX/XX/XXXX. Finally, I demand the immediate reinstatement of my card privileges without prejudice, that all negative credit amounts owed to me be accurately applied directly to the card balance, and that Synchrony Bank immediately cease all unauthorized tampering with payments derived from my Federal Reserve Bank commercial trust checks, as their operational capacity is strictly limited to check processing and they possess no authority over the paying bank 's corporate or business assets. My Current Phone # XXXX Please change this number in your system you have my old number and it won't allow me to change it. Thank You

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