Consumer complaint received 2026-04-09 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Unexpected increase in interest rate
Company: SYNCHRONY FINANCIAL
State: VA

Complaint narrative:
Over 18 months ago, I was offered and opened several store credit card accounts issued by Synchrony Bank. In each case, the promotions were presented as interest free for a period of time, which strongly influenced my decision to accept the accounts and make purchases. What was not clearly, transparently, or consistently explained to me was that these offers were based on deferred interest rather than true zero percent interest. There is a critical and meaningful difference between those two structures. Under deferred interest terms, if the full balance is not paid by the end of the promotional period, all accumulated interest from the original purchase date is added back to the account. At no point was this explained to me in a way that reflected the real financial consequences. I was not provided with clear guidance on how much I needed to pay each month to avoid this outcome, nor was I given practical tools or reminders that would help ensure the balance was paid in full before the expiration date. Across my accounts, the terms were inconsistent and confusing. Some promotions appeared to last two years, others were extended, and some contained fine print indicating a shorter period with full retroactive interest applied if the balance remained. The lack of clarity and consistency made it extremely difficult to manage these accounts responsibly, even with the intention of doing so. As a result, I was suddenly charged significant amounts of retroactive interest, which dramatically increased my balances and made repayment far more difficult. This outcome feels less like a reasonable contractual consequence and more like a punitive mechanism that depends on consumer misunderstanding. I made good faith efforts to resolve this directly with Synchrony Bank. I contacted customer service, explained my situation, and requested assistance, including a one time courtesy adjustment of the retroactive interest. I also asked about hardship options. I was told that all available options had been exhausted and that no further assistance could be provided beyond a short extension. There was no meaningful pathway offered to address the underlying issue. This experience raises serious concerns about transparency, fairness, and consumer protection. Financial products should be designed in a way that allows consumers to succeed, not in a way that depends on confusion, fine print, and punitive outcomes. When multiple accounts are structured with varying promotional terms, without clear and actionable guidance, the result is predictable harm. The impact goes beyond the immediate financial burden. The sudden increase in balances affects credit utilization and credit scores, making future access to affordable credit more difficult and more expensive. This creates a cycle that is especially damaging for individuals who are trying to manage their finances responsibly. I am requesting a reasonable and good faith resolution. Specifically, I am requesting a onetime courtesy removal of retroactive interest charges that were applied under these deferred interest promotions. I would not have agreed to these terms had they been clearly explained in a way that reflected their true consequences. More broadly, I believe these practices deserve closer scrutiny. Financial institutions have a responsibility to ensure that their products are clearly explained and that consumers are not placed at a disadvantage due to complexity or lack of transparency. This statement is being shared with the XXXX XXXX XXXX the Consumer Financial Protection Bureau, and publicly to raise awareness. I hope it leads to a fair resolution in my case and encourages more transparent and consumer focused practices going forward.

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