Consumer complaint received 2026-05-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I had a promotional balance on my CareCredit account that I paid off in full. My final payment of {$220.00} toward my XXXX procedure bounced due to a bank error. I have always paid synchrony bank on time. I corrected this the very next day, on XX/XX/2026, via live chat with a Synchrony representative. That representative confirmed in writing that the deferred interest charge of {$1900.00} would be waived and that I should not worry. Despite this written commitment, the {$1900.00} interest charge posted to my account that same day. I followed up multiple times between XXXX and XX/XX/2026. Every agent I spoke with confirmed the waiver was being processed and told me to wait for it to reflect within 1-2 statement cycles. I believed them and waited. During this time, Synchrony continued charging me additional interest and fees on a balance that should not have existed : {$44.00} on XX/XX/2026 ; a {$41.00} late fee on XX/XX/2026 ; and {$40.00} on XX/XX/2026. I also made XXXX automatic payments of {$220.00} each on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2026 totaling {$670.00} all applied toward a balance I was told in writing would be fully waived. In late XX/XX/2026, Synchrony closed my account while the dispute remained entirely unresolved. On XX/XX/2026, I called again and was told the waiver would reflect within XXXX hours. As of XX/XX/2026, nothing has been applied. It is now past the XXXX statements that they said it would take. I have now been waiting over XXXX and a half months for a written commitment to be honored. Timeline of events : XX/XX/2026 : Final {$220.00} promotional balance payment bounced. XX/XX/2026 : I paid the {$220.00} in full via live chat. The Synchrony representative confirmed in writing that the interest charge of {$1900.00} would be waived and that I should not worry. Despite this, the {$1900.00} deferred interest charge posted to my account that same day. XX/XX/2026 : I made a {$220.00} payment, the final payment to complete my promotion. XX/XX/2026 XX/XX/2026 : I followed up multiple times as the waiver had not been applied. Multiple agents told me to wait and reassured me the waiver would be honored within XXXX statement cycles and that it takes that long to see it reflect. XX/XX/2026 : Another automatic payment of {$220.00} was pulled from my account again toward a balance that should have been zeroed out. XX/XX/2026 : Synchrony charged an additional {$44.00} in interest accruing on top of the {$1900.00} that was supposed to be waived. XX/XX/2026 : Another automatic payment of {$220.00} was pulled, along with a {$41.00} late fee and an additional adjustment charge. XX/XX/2026 : Synchrony charged yet another {$40.00} in interest on the disputed balance. Late XX/XX/2026 : Synchrony Bank closed my CareCredit account while the disputed balance remained entirely unresolved. XX/XX/2026 : I called again and was told the waiver would reflect within XXXX hours. XX/XX/2026 : XXXX hours have passed. Nothing has been applied. I called again, and I was immediately disconnected from the call, and subsequent calls when i tried to call back. I have now been waiting over XXXX XXXX XXXX XXXX XXXX for a commitment made in writing to be honored. I have talked to a total now of XXXX live agents on the phone and XXXX agents via live chat and nothing has been resolved and I'm being punished due to synchrony mistake with my account closing. I have chat transcripts documenting the original waiver promise and multiple subsequent confirmations from agents. I've attched the documents below. I also have account statements showing every charge and payment listed above.

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