Consumer complaint received 2026-05-04 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: FL

Complaint narrative:
1. Nature of the Complaint I am submitting this complaint to the Consumer Financial Protection Bureau regarding ongoing and systemic misconduct by Synchrony Bank that I believe constitutes unfair, deceptive, and abusive acts or practices ( UDAAP ) under the Consumer Financial Protection Act. The issues described below demonstrate a pattern of negligent account management, unauthorized or improperly directed electronic fund transfers, and harmful credit actions, all of which have caused measurable financial and reputational harm. I have maintained a financial relationship with Synchrony Bank for approximately six ( 6 ) years. I am a long-standing consumer with over 25 years of continuous employment, stable income, and a strong history of honoring my financial obligations. At all times, I have acted in good faith and provided accurate payment information. Violations and Conduct of Concern A. Improper and Unauthorized Electronic Fund Transfers Despite providing clear authorization and maintaining sufficient funds in my designated checking account : Synchrony Bank has repeatedly and improperly initiated debits from my savings account, contrary to my instructions and established payment preferences. These actions may constitute violations of the Electronic Fund Transfer Act ( EFTA ) and its implementing regulation ( Regulation E ), which require proper authorization and adherence to consumer-designated accounts. This conduct reflects either : A failure of internal controls, or A systemic defect in Synchrony Banks payment processing systems Both scenarios raise serious compliance concerns. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) Synchrony Banks conduct appears to meet the criteria for UDAAP violations : Unfair : The repeated misdirection of payments causes substantial financial injury that I can not reasonably avoid. Deceptive : The bank represents that payments will be processed according to designated instructions yet fails to do so. Abusive : The banks control over payment routing, combined with failure to correct known errors, places me at a disadvantage and interferes with my ability to manage my accounts. Improper Credit Actions and Potential Reporting Violations In connection with the above issues : My credit lines have been reduced. Accounts/cards have been closed without adequate justification. My credit score has been negatively impacted. To the extent these actions were based on inaccurate or internally caused payment issues, they may constitute violations of the Fair Credit Reporting Act ( FCRA ), including the obligation to ensure accurate reporting and to correct errors. 4. Damages and Harm As a direct and proximate result of Synchrony Banks conduct : I have incurred financial harm, including potential fees and account disruptions. I have suffered credit damage, affecting my financial standing and access to credit. I have experienced ongoing stress and administrative burden attempting to resolve issues that remain uncorrected. The harm is ongoing due to the banks continued failure to properly route payments. 5. Pattern of Failed Resolution I have made repeated good-faith efforts to resolve this matter directly with Synchrony Bank , ( PayPal representatives ) including : Confirming and re-confirming correct account information in their system, where it says my accounts are appropriately saved Requesting correction of payment routing Contacting customer service multiple times Despite these efforts, Synchrony Bank - Pay Pal company included has failed to implement a permanent fix, and the improper debiting behavior continues. 6. Requested Regulatory Action and Relief I respectfully request that the CFPB : Immediate Corrective Actions Require Synchrony Bank to immediately correct all payment routing to the properly authorized checking account. Cease any unauthorized or misdirected electronic fund transfers. Remediation Conduct a full internal audit of my accounts and transaction history. Reverse all fees, penalties, and adverse actions resulting from these errors. Restore any improperly reduced credit lines and reevaluate account closures. Credit Reporting Corrections Correct all inaccurate or negative reporting associated with these issues in accordance with the FCRA. Accountability and Prevention Provide a written explanation of : The root cause of these failures Whether this issue affects other consumers The corrective measures implemented to ensure compliance 7. Reservation of Rights I reserve all rights available under federal and state law, including the right to pursue additional remedies should this matter not be resolved promptly and fully. The last recent event that happened with my PayPal accounts were the reason that I decided to report and ensure this behavior from the Synchrony Banks account come to an end. Synchrony Banks continued failure to properly manage authorized payment instructions and the resulting financial and credit harm are unacceptable. This matter reflects not an isolated incident, but a pattern of conduct that warrants regulatory review and corrective action. I respectfully request prompt investigation and resolution. Still, I am XXXX XXXX XXXX with steady income that honor all my financial agreements

Company response to consumer: Untimely response