Consumer complaint received 2025-10-23 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Unexpected increase in interest rate
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
I am filing a complaint against Synchrony Bank regarding a deferred interest promotion tied to my Mattress Firm Synchrony Bank account. In XX/XX/XXXX, I was charged {$1800.00} in deferred interest after the promotional period expired. 

I have been a long-time Synchrony Bank customer with multiple accounts, all of which I have paid on time and in full, successfully completing several promotional financing plans without issue. 

When we contacted Synchrony Bank on XX/XX/XXXX, my wife and I initially thought the promotional period might have been longerpossibly XXXX  months instead of XXXX the information on our statements and payment setup along with the surprise of the interest being charged caused confusion. We called to understand why the interest charge appeared and whether a misunderstanding had occurred. 

We later realized the promotion had indeed been XXXX  months. On our second call, we clearly explained to the representative that we were no longer disputing the promotional termwe understood that part. Our dispute was and is only about the {$1800.00} deferred-interest charge, which we believe is unfair given the circumstances. 

Despite that, Synchrony appears to have misclassified our dispute. Shortly after the call, we received an email stating that Synchrony was reviewing our dispute about the promotional term. We have since received a second email confirming that the dispute is being reviewed, but we want to be clear that our dispute is about the interest charge itself, not the promotional timeframe. 

We also explained to the representative that we believe there are glitches and inconsistencies in Synchronys online and communication systems that contributed to the confusion and delayed access to accurate information. For example, we may have originally set up autopay for {$150.00} per month, which would have paid the account in full before the XXXX period ended, but something appears to have changed in Synchronys system without our knowledge. 

In addition, Synchrony has repeatedly required us to change usernames and re-register our account due to login issues. These repeated access problems caused delays in reviewing our balance and promotional details online. We also received emails from Synchrony with obvious system errors, such as messages in XXXX stating Please send your payment by XX/XX/XXXX, and another saying Please send your payment by XX/XX/XXXX. These inaccuracies clearly show systemic technical issues and unreliable communications. 

Throughout this time, we made consistent, payments in good faith, believing we were on track to pay off the balance before any interest would be charged. 

When I contacted Synchrony Bank by phone and through online chat to request a one-time courtesy waiver or reduction of the deferred interest, I was denied both times, despite explaining the confusion, our spotless payment record, and our long-standing relationship as loyal customers. 

When I called again on XX/XX/XXXX, a representative initially acted as though they were going to assist me, but then routed me back into the automated system, effectively disconnecting the call. When I finally reached another representative, I spent over XXXX minutes on the phone trying to reason with them. The representative attempted to bring a specialist onto the line, but the specialist refused to speak with us directly, communicating only through the first representative to tell us our request had been denied. At that point, we no longer had the patience or desire to continue the conversation. 

Toward the end of that call, the representative became noticeably defensive after we mentioned that we had reported the issue to the Consumer Financial Protection Bureau ( CFPB ). Their tone immediately changed, and they began repeating, We will not waive the interest, without any further explanation or willingness to discuss it. They also told us that we were not allowed to record the phone call, even though Synchrony records theirs. We responded that if Synchrony has the right to record, customers should equally have the right to document their conversations for accuracy. 

We learned during our last call that Synchrony Bank provides a XXXX grace period following promotional expirations. That grace period ended on XX/XX/XXXX, and we contacted Synchrony on XX/XX/XXXX only XXXX days later. Had we been aware of this grace period earlier, we would have immediately paid the remaining balance to avoid any interest. 

Considering that we reached out just XXXX days after the grace period expired, and taking into account our consistent payment record, documented system errors, and good-faith efforts to resolve the issue, Synchronys refusal to offer any accommodation is unreasonable and inconsistent with fair consumer treatment. 

I will also send a formal written request directly to Synchrony Bank to inform them of this complaint with the Consumer Financial Protection Bureau ( CFPB ) and to ensure that our properly reviewed and properly documented.

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