Consumer complaint received 2026-05-26 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: NJ

Complaint narrative:
Company Name : Synchrony Bank Product/Service : Store Credit Card ( Lumber Liquidators/ LL Flooring ) Subject : Deceptive Servicing Practices, Unauthorized Account Alterations, and Systemic Portal Lockout Leading to Predatory Deferred Interest Penalties Complaint Description I am filing this formal complaint against Synchrony Bank for unfair, deceptive, and predatory servicing practices concerning my Lumber Liquidators credit card account. These systemic failures directly resulted in an unconscionable, retroactive deferred interest penalty that has grown to over {$8000.00} on an original {$13000.00} purchase, despite my continuous, on-time monthly payments and clear intent to pay off the debt. Factual Timeline & Background XX/XX/XXXX : I opened the account to finance a hardwood flooring purchase of {$13000.00} under an XXXX " deferred interest '' promotional period ending in XX/XX/XXXX. XX/XX/XXXX : In good faith and with the explicit intention of clearing the principal before the promotional expiration, I immediately established monthly automatic payments ( Autopay ) through Synchronys online portal. XX/XX/XXXX XX/XX/XXXX : I successfully managed the account using physical paper statements delivered to my home address. Late XXXX / XXXX XXXX : Synchrony Bank executed account alterations and system errors that completely blinded me to my account status ( detailed below ). XX/XX/XXXX : The promotional period expired. Because of Synchronys systemic barriers, a catastrophic retroactive interest charge of over {$5500.00} was assessed, which has since compounded to over {$8000.00}. XX/XX/XXXX ( Current ) : I finally managed to override a prolonged digital lockout, reset my credentials, and discover the financial damage. I am taking immediate action to resolve this. Key Issues & Violations XXXX. Deceptive Autopay Configuration Synchrony Banks online system defaulted my Autopay configuration to the " Minimum Payment Due '' rather than providing a transparent calculation or prominent option to divide the promotional balance across the XXXX window. Because this feature was masked as a comprehensive automated solution, I reasonably believed my account was safely on track to avoid interest. XXXX. Forced Transition to Paperless Statements In XX/XX/XXXX, Synchrony Bank started charging {$1.00} per paper statement and I stopped getting paper statements after XX/XX/XXXX. Because I relied on physical mail for critical account disclosures, this switch effectively halted my monthly awareness of the account balance. Furthermore, Synchrony 's digital notification system routed automated payment reminders into hidden spam/junk filters, leaving me with XXXX visibility. XXXX. Complete and Prolonged Digital Account Lockout Compounding the loss of physical mail, my online portal Login ID completely ceased functioning in late XXXX XXXX. I was entirely locked out of Synchrony 's digital platform for over a year. This technical failure blocked me from downloading statements, monitoring my declining balance, reviewing payment allocations, or realizing that the Autopay mechanism was insufficient to clear the promotional balance. XXXX. Lack of Required Promotional Expiration Disclosures Due to the simultaneous termination of my paper mail and the prolonged digital portal lockout, Synchrony Bank failed to provide me with effective, legally compliant notifications regarding the impending expiration of my promotional period in XX/XX/XXXX. Summary of Consumer Good Faith I have maintained a flawless, continuous, and on-time monthly payment history via Autopay from day XXXX. I have always possessed the financial liquidity to liquidate this principal balance in full, and would have immediately done so prior to XX/XX/XXXX had Synchrony not revoked my physical mail, failed to notify me of the expiration, and locked me out of my digital account. I acted immediately to contact the bank and remedy the situation the moment I regained portal access in XX/XX/XXXX.

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