Consumer complaint received 2025-04-29 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
I financed a mattress from mattress firm, who uses Synchrony as their bank. They had a promotion of 0 % interest for XXXX years and after that, the interest is applied. On XX/XX/XXXX, I noticed interest had been applied. I reached out via chat to see if Synchrony would be willing to waive the interest if I paid off my owed balance in full, and the agent told me that if I paid the remaining {$330.00} by XX/XX/XXXX, I could return to request the interest be waived. ( I took a screenshot of this message ). I then asked a XXXX time for reassurance and the agent reassured me ( I've attached another screenshot ) and that he placed notes on my account of this conversation. 


Shortly after the XX/XX/XXXX conversation, I made a {$100.00} payment in good faith that the agent was giving me correct information, and planned to pay the remaining {$230.00} by XX/XX/XXXX. 


In XXXX, I checked in again with another chat agent and was told the balance actually had to be paid by XX/XX/XXXX. I explained that this contradicted what I was told on XX/XX/XXXX and asked them to review that chat. I was told nothing could be done. I asked if I could send them a screenshot of this message and they said they didnt have a way to review that. 

If the XXXX chat agent on XX/XX/XXXX would have given me the correct date of XX/XX/XXXX, I would have paid off by balance as that was my plan when I reached out that day. He told me I had until XX/XX/XXXX, so I made a partial payment, planning to pay the rest off by that date. 

I then called Synchrony, explained the situation and was told I needed to wait XXXX business days for a call back. I never received a call back. On XX/XX/XXXX, I called again, since I hadnt received a resolution. I expressed concern that XX/XX/XXXX was the deadline Id been given and wanted to make the payment that day. However, the agent specifically told me not to make the payment since it was still under investigation and instead wait XXXX  days for a resolution. She reassured me it would be okay that I did not make the payment because of the ongoing investigation and that she would add notes to my account explaining why the payment wasnt made that day. I never received a call back, and when I followed up by calling after XXXX  days passed, I was again told nothing could be done. 



I have since paid the full {$330.00}, and Im asking for the interest to be waived based on the information and guidance I was originally given. Ive done everything I can to follow your teams instructions, and Ive attached all supporting proof. 

I have had XXXX or XXXX phone calls since XXXX, waiting for promised call backs for a resolution and have never received a single call back. In XXXX, I went into the chat to get more help and see if theres anything someone somewhere can do, and I was given a customer service email : XXXX. Since XX/XX/XXXX, I have sent them XXXX emails with my screenshots attached and have not received a single response. 


I called on XX/XX/XXXX and the agent interrupted me to tell me theres nothing that can be done. I asked for them to please review the email I was told to send with my supporting proof and he said he has no way of reviewing the emails and there's nothing he can do. 

This has been a beyond frustrating experience. I have done everything to follow their instructions and am receiving not only no help in return, but not a single call back as promised over the last XXXX  months. 



Ive attached screenshots : XXXX XXXX : confirms the agent stating to pay by XX/XX/XXXX Convo Record Confirmation, : reconfirms the agreement and reassures me there are notes regarding this. 

XXXX : top right corner, circled in red confirms the date of conversation

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 monetary relief