Consumer complaint received 2026-04-22 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: MI

Complaint narrative:
I am filing a complaint regarding a Synchrony Bank store credit card account and related credit reporting and collection communications. I opened the account in-store at the time of purchase with assistance from store staff. I later returned merchandise on two separate occasions totaling several XXXX XXXX in returns. Store managers at two different locations told me the returns exceeded what would be due on the account for the relevant months and that this would cover the payments for those months. I relied on those representations. I later discovered negative credit reporting tied to this account. When I attempted to access my online account to review statements and confirm the balance, I was unable to register or sign in despite repeated attempts from multiple devices. The online system requested an account number, but would not allow access without a physical card number, and I never received a physical card. I contacted Synchrony by phone multiple times to request documentation and to resolve the issue, but I received contradictory information and was repeatedly told to access documents in the online portal even though I could not access the portal. I was transferred multiple times, had calls drop during transfers, and spent extended time on hold without reaching a resolution. One representative in technical support eventually confirmed the portal requirement had changed and that access was not possible without the physical card number, which I did not have. On XX/XX/2026, I sent Synchrony a formal written dispute requesting full documentation and itemization of the alleged balance ( including application of return credits, fee/interest authorization, complete account history, and credit reporting details ). I also requested that all communications be in writing only and that phone/text contact stop. On XX/XX/2026, Synchrony responded with a letter stating they reviewed the account and verified the payment history is reporting accurately, and they would not delete or modify what is being reported ; they suggested contacting the credit bureaus to add a consumer statement. This response did not include the documentation I requested ( no complete itemized accounting, no explanation or proof of how return credits were applied, no fee/interest authorization support, no detailed reporting history, and no servicing/call records ). Additionally, despite my written request for written-only communications and to stop phone/text contact, Synchrony ( and/or entities acting on their behalf ) continues to contact me aggressively via phone calls and text messages, including what appear to be automated/prerecorded communications. I am documenting each contact attempt with screenshots and saved messages/voicemails. I am requesting that Synchrony : ( 1 ) provide a complete written response with the full documentation and itemized accounting requested ( including how return credits were applied and the basis for any fees/interest ), ( 2 ) correct any inaccurate balance/fees/interest and correct any inaccurate credit reporting ( and ensure the account is reported as disputed ), and ( 3 ) cease phone calls and text messages and communicate in writing only.

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