Consumer complaint received 2026-04-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
I am submitting a complaint regarding an unresolved billing dispute involving a PayPal credit account serviced by Synchrony Bank. In XX/XX/XXXX, two purchases from XXXX XXXX were charged to my PayPal promotional financing plans : Promotional balance XXXX : {$410.00} Promotional balance XXXX : {$360.00} Subsequently, the merchant issued refunds related to these purchases as follows : XX/XX/XXXX : {$320.00} ( product refund for purchase XXXX ) XX/XX/XXXX : {$370.00} ( product refund for purchase XXXX ) XX/XX/XXXX : {$43.00} ( oversized processing fee refund for purchase XXXX ) XX/XX/XXXX : {$43.00} ( oversized processing fee refund for purchase XXXX ) Total refunds issued : {$780.00} Each purchase was refunded in two parts ( product amount plus oversized processing fee ), and each refund corresponds directly to one of the promotional balances. Although these refunds were applied to my overall account balance, Synchrony Bank did not apply the credits back to the original promotional financing balances. As a result, the promotional balances of {$410.00} and {$360.00} remain outstanding and continue to appear as active deferred-interest plans. This creates the risk that deferred interest could be assessed even though the purchases were refunded. The credits should have been applied directly to the corresponding promotional balances. Between XX/XX/XXXX and XX/XX/XXXX, I contacted Synchrony Bank by phone on four separate occasions requesting correction. I explained that the refunds needed to be applied to the promotional balances, not just the general account balance. No correction was made. On XX/XX/XXXX, Synchrony Bank received my formal written dispute via certified mail. The letter outlined the refunds totaling {$780.00} and requested that the credits be applied to the two promotional balances. Delivery confirmation shows the letter was received on that date. As of XX/XX/XXXX : Promotional balance of {$410.00} remains outstanding Promotional balance of {$360.00} remains outstanding Refunds totaling {$780.00} have not been properly allocated to the promotional financing plans Actions taken by me : Contacted Synchrony Bank by phone four times between XX/XX/XXXX and XX/XX/XXXX Sent formal written dispute via certified mail delivered XX/XX/XXXX Provided documentation of refunds Actions not taken by the company : Failure to apply refunds to the corresponding promotional balances Failure to close or adjust the two promotional financing plans No written response acknowledging the dispute I am requesting that Synchrony Bank : Apply the refunds to the correct promotional balances Reduce or eliminate the promotional balances of {$410.00} and {$360.00} accordingly Confirm that no deferred interest will be charged Provide written confirmation that the promotional plans reflect accurate balances

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