Consumer complaint received 2026-04-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
This letter serves as a final notice regarding an unresolved billing error on my account. On XX/XX/XXXX, I made a promotional purchase in the amount of {$5300.00} under a deferred interest agreement ( no interest if paid in full by XX/XX/XXXX ). On XX/XX/XXXX, I contacted your institution to confirm the remaining balance required to satisfy this promotional purchase and was informed that the payoff amount was {$2600.00}. Relying on this information, I made a payment in the exact amount of {$2600.00} on XX/XX/XXXX, and explicitly instructed that the payment be applied to the promotional balance to ensure it was paid in full and to avoid any interest charges. I was advised that this request had been completed. However, on XX/XX/XXXX, I discovered a remaining balance of {$1900.00} associated with the same promotional purchase. Upon contacting your institution, I was informedand it was subsequently acknowledgedthat my payment had been misapplied, with only a portion allocated to the promotional balance and the remainder applied elsewhere, contrary to my explicit instructions. As a direct result of your admitted error : * The promotional balance was not properly paid off * Interest has been improperly assessed and continues to accrue * I have suffered financial harm and potential credit impact Additionally, your institution issued a letter confirming that requests were submitted to the major credit bureaus to remove delinquencies reported between XX/XX/XXXX, and XX/XX/XXXX, further acknowledging the impact of this error. Despite these admissions, the account has not been fully corrected, and I continue to be charged interest on a balance that should have been paid in full as of XX/XX/XXXX. Your failure to properly apply payments and correct acknowledged errors may constitute violations of applicable federal consumer protection laws, including but not limited to the Fair Credit Billing Act. I have retained full documentation of this matter, including proof of payment, my instructions, your acknowledgment of error, and resulting account statements. Accordingly, I hereby demand the following actions within ten ( 10 ) business days of receipt of this letter : * Immediate correction of the payment application to reflect full payoff of the promotional purchase as of XX/XX/XXXX * Full reversal of all interest charges and fees resulting from this error * Written confirmation that the promotional balance has been fully satisfied * Confirmation that all credit reporting has been corrected If this matter is not resolved within the stated timeframe, I am prepared to pursue all available remedies without further notice. This includes filing formal complaints with the Consumer Financial Protection Bureau and initiating arbitration or legal action as permitted under my account agreement and applicable law. This is a good faith effort to resolve this matter prior to escalation. I expect your prompt attention and written confirmation of resolution.

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