Consumer complaint received 2025-11-07 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: CA

Complaint narrative:
XX/XX/year>, XXXX I reached out to CareCredit chat support to allocate my payment of {$81.00}. After confirming my identity and account info, I requested the payment to be allocated toward a promotional balance. The agent confirmed the allocation, and what the balance should receive after the payment had been processed. After XXXX business days ( as suggested to wait for accurate account reflection ), the account did not reflect an accurate allocation of funds. 

XX/XX/year>, XXXX I reached out to CareCredit chat support to allocate my payment of {$100.00} and to request proper allocation of my prior payment of {$81.00}. After confirming my identity and account info, I asked the agent to reallocate my {$81.00} prior payment as requested, and to properly allocate my {$100.00} payment per my request. After XXXX business days ( as suggested to wait for accurate account reflection ) the {$81.00} payment was properly reallocated, {$100.00} was properly allocated, but the extra XXXX cents I paid and asked to allocate separately was not allocated as requested ( I have a promotional balance with only XXXX cents remaining, and I asked to have it paid off, but it was not ). 

XX/XX/year> XXXX I reached out to CareCredit chat support to allocate XXXX payments made : {$100.00}, {$81.00}, {$20.00}. I did not receive a response from an agent until over XXXX hours later when I was going to bed, and I was unable to jump through the hoops to get my payments allocated because I had to be up for work in the morning. Seriously, XXXX hour wait time for what's advertised as a quick-response chat is ridiculous! 

XX/XX/year> XXXX I reached out to CareCredit chat support to try again to allocate my XXXX payments : {$100.00}, {$81.00}, {$20.00}. It is currently XXXX the same day as I write this, and I have not yet been answered by an agent ; I have been waiting for XXXX hours. I tried to call their support line instead at around XXXX, but the estimated wait time to speak with someone was over XXXX minutes, and my work break was not going to last long enough to wait. What really got to me was that the phone bot suggested I reach out to chat support for a quicker response time. XXXX XXXX! 

There have been several other instances where I reach out to chat support and have difficulties getting ahold of someone, and they usually never get my payment allocations right the first time around, even though the agent confirms with me the way I want it to be done ; my account almost never reflects an accurate allocation, and I usually have to reach out again to have it fixed. The app/website does not allow you to choose on your own which promotional balances you want to pay toward, so you HAVE to reach out to someone to have them allocate payments for you, which is annoying because you either can't get ahold of anybody, or you do get ahold of someone, but they don't do it correctly. This really sucks to do to people, because ( like myself ) if you have multiple promotional balances on your account that all expire at different times, and you want to pay larger balances off first, you HAVE to ask to have your payments go toward that, or they just automatically go toward the first balance that was charged, causing your larger balances to expire from their promotional period, and stacking you up with the insane interest rate you were trying to avoid. It seems like a shady practice, and almost feels intentionally hard to pay the way you want to because they bank on your large promotional balance exiting their period so that they can rack up the interest you owe. XXXX stuff going on with CareCredit.

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