Consumer complaint received 2026-05-19 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
In XXXX I purchased furniture at XXXX XXXX XXXX using there promo credit card Synchrony bank.. The terms were 60 months, 0 interest at {$48.00} a month .. We always made triple the minimum payment.. In XXXX of this year we decided to buy new furniture at XXXX XXXX XXXX using the Synchrony card .. At the time we still owed {$200.00} on the original XXXX purchase .. Our new agreement was for {$4200.00} ,60 months at 0 interest for {$71.00} a month .. A week after purchasing the furniture it went on sale and the new loan amount became {$4000.00}.. When my first payment came on XX/XX/XXXX the minimum payment due was {$110.00}.. I was confused because I thought that the refund would have made everything a wash but after some simple math I realized my new minimum payment for my purchase was {$67.00} and Synchrony was charging me two minimum payments of {$67.00} and the previous {$48.00} for there new minimum of {$110.00} .. On XXXX I made a payment of {$200.00}.. When my new bill arrived I noticed that they allocated the extra money to the newer purchase and only took the {$48.00} minimum on the older purchase.. I called Synchrony on XX/XX/XXXX to fix this.. The representative at Synchrony told me she fixed the issue and had allocated the extra money to the original {$200.00} that was owed .. A few days later I received my new bill and nothing had changed.. Still had the {$110.00} minimum.. The smaller original now said {$150.00} .. On XX/XX/XXXX I made a payment for {$150.00} on the minimum {$110.00} due .. On XX/XX/XXXX I called Synchrony to again fix the issue.. I was assured that the issue was now fixed and that when my new bill posts it will show the older purchase paid and your new agreed upon minimum payment of {$67.00} would begin .. On XX/XX/XXXX ( yesterday ) I received my new bill and again the minimum payment was {$110.00} and the old purchase now read {$100.00} .. On XX/XX/XXXX ( today ) I again called Synchrony to fix the issue.. I asked to speak with a manager or a claims escalation member.. The rep XXXX wanted to help before the transfer .. After some waiting she came back and said that they are unable to allocate the extra funds to the smaller payment .. She said a letter was sent out on XXXX.. I never received a letter and when I asked her how come the representative from the XX/XX/XXXX phone call never mentioned the letter and said she fixed the situation she had no response.. I then asked for a supervisor and was transferred to XXXX .. XXXX reiterated several times that I have two accounts .. One with a minimum of {$67.00} and the other with a minimum of {$48.00}.. He said that they are unable to allocate the extra funds to the older/smaller payment.. When I asked why if I have two accounts and two minimum payments am I not allowed to make two separate payments and pay off one he didn't have an explanation.. I have tried three times to rectify the situation to no avail and in fact I was blatantly lied to.. Although we always pay way more than the minimum due it's false advertising.. I signed up for minimum payment and they have changed the terms of agreement .. At this point XXXX XXXX me there's nothing he can do and no matter how much extra money I pay a month they will only allocate the {$48.00} min due to the older account.. The old account will now not fall off until XX/XX/XXXX.. This is unacceptable and I told XXXX I would be filing a complaint with you as well as my local congressman who will notify the AG.. It's absolutely insane that something so minor has to escalate to this level

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