Consumer complaint received 2026-03-27 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am filing a complaint regarding repeated and improper paper statement fees charged to my account despite multiple attempts to enroll in paperless billing. Over the life of my account, I was charged XXXX separate {$1.00} paper statement fees. After contacting Synchrony, only XXXX of these charges were refunded, leaving XXXX charges still outstanding. I enrolled in paperless statements multiple times. The last screenshot I have was of it done on XX/XX/XXXX, but I did it from the start of my account. I always do when its an option. Despite this, my account was repeatedly switched back to paper statements without my consent and without proper notification. Synchrony has stated this may have been due to an issue with my email address. However : My email is fully functional and works with all other services I was never notified of any issue with my email I was never informed that my account had been switched back to paper statements I was never given an opportunity to correct any issue before fees were charged As a result, I was charged recurring fees without informed consent. Prior Contact / Case History : XX/XX/XXXX Contact : I previously contacted Synchrony on XX/XX/XXXX regarding this issue and was assigned a case number ( Case # : XXXX ). I later learned that there wasn't a case actually made, and that the case was simply a reference to the chat number. At that time, I was waiting for access to my past statements to confirm the total number of charges. Recent Chat Interaction today XX/XX/XXXX : I contacted Synchrony again via live chat, where the total number of charges was confirmed. Chat Reference # : XXXX Additional Issue ( Statements Access ) : I submitted a request through Synchronys system for past statements to be made available digitally in the Document Center. The system indicated these would be available within XXXX business days. However, after approximately 20 days, the statements were still not available digitally. Instead, I was told that only paper copies could be mailed, which is problematic given that paper statements are what triggered the fees. Attempt to Resolve : During the most recent interaction ( Chat Reference # : XXXX ) : The total number of charges ( XXXX ) was confirmed I requested a full refund of all charges I requested escalation I was told : Only XXXX charges could be refunded due to policy No further escalation was available through chat My only option was to send a written complaint by mail or fax Why This Is Unfair : I made multiple good-faith attempts to enroll in paperless billing My account settings were changed without my consent I was not notified before fees were charged Fees accumulated due to what appears to be a system or process failure I was denied full resolution despite repeated attempts to fix the issue Summary of Key Facts : Total charges : XXXX Refunded : XXXX Remaining : XXXX Prior Chat # : XXXX Chat Reference # : XXXX Final Note : I attempted in good faith to resolve this directly with Synchrony on multiple occasions. However, the resolution offered was incomplete and escalation options were effectively limited. I am requesting regulatory review and assistance in resolving this matter fully.

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